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| Section | Weight | Objectives |
|---|---|---|
| Implement Microsoft Power Platform integration | 2-6% | - Integrate Power Apps and Power Automate
|
| Manage entitlements and service level agreements (SLAs) | 15-19% | - Configure entitlements
|
| Manage analytics, visualizations, and insights | 5-9% | - Implement Customer Voice surveys and feedback - Create and manage dashboards and reports
|
| Implement routing and work distribution | 2-6% | - Configure unified routing
|
| Implement Customer Service multi-session experience | 5-9% | - Configure Customer Service workspace
|
| Implement scheduling | 10-14% | - Configure service scheduling
|
| Manage cases and knowledge management | 51-55% | - Implement knowledge management
- Create and manage cases
|
| Implement Connected Customer Service | 2-6% | - Set up IoT and field service integration |
>> MB-230 Latest Test Questions <<
An Microsoft Dynamics 365 Customer Service Functional Consultant (MB-230) practice questions is a helpful, proven strategy to crack the Microsoft MB-230 exam successfully. It helps candidates to know their weaknesses and overall performance. CertkingdomPDF has hundreds of Microsoft Dynamics 365 Customer Service Functional Consultant (MB-230) exam dumps that are useful to practice in real time. The Microsoft MB-230 practice questions have a close resemblance with the actual MB-230 exam.
NEW QUESTION # 52
A company uses Omnichannel for Customer Service.
The company wants to configure Power Virtual Agents within Omnichannel to have automatic answers when a customer starts a chat session.
You need to set up the prerequisites for the Power Virtual Agents.
Which three technologies should you set up? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
Answer: B,C,E
Explanation:
Explanation
CE: Prerequisites
Before you integrate Power Virtual Agents bots in Omnichannel for Customer Service, check the following:
* Azure Application ID - You'll need an application registered on the Azure portal before connecting to Omnichannel for Customer Service.
* Bot - You must have a pre-configured bot that can integrate with Omnichannel for Customer Service.
* Product licenses - You need a product license for Power Virtual Agents
* Role - You must have the Omnichannel administrator role.
B: In Omnichannel Administration, after the Power Virtual Agents bot is created and configured to work with Omnichannel for Customer Service, you can configure it to hand off conversations to queues. To receive incoming messages, you must add the bot to at least one queue.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-bot-virtual-agent
NEW QUESTION # 53
You are implementing Omnichannel for Customer Service for a company.
The company has the following requirements:
The Knowledgebase article search tab must open when a new chat conversation begins.
The Chat Session template must be in expanded mode for the agents.
You need to complete the implementation to meet the requirements.
Which configuration should you use for each requirement? To answer, select the appropriate options in the answer area.
Answer:
Explanation:
Explanation
Box 1: Docked
Communication panel mode - Select the default mode of the panel when a session is started. Choose one of the following:
Docked: The panel will be in expanded mode.
Minimized: The panel will be in minimized mode.
Hidden: The panel will be hidden.
Box 2: Entity Search
Manage application tab templates, Search, The following parameters are available for the entity search page type.
searchType - Define to use Relevance search or Categorized search.
searchText - Define the string you want to search.
Reference:
https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/session-templates
https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/application-tab-templates
NEW QUESTION # 54
You are implementing Omnichannel for Customer Service for a company.
The company has set up dedicated teams to handle inquiries from different social platforms. Each team member specializes in a specific product line from the company. However, the team members must be able to pick up any inquiry coming into the team.
You need to configure the system.
Which two components should you configure? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
Answer: B,E
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/routing-work-distribution-oca
NEW QUESTION # 55
A company has a Customer Service deployment. The company plans to implement macros. You need to create and configure a macro. Which connector should you use?
Answer: A
NEW QUESTION # 56
You are a Dynamics 365 for Customer Service system administrator.
You need to create service-level agreements (SLAs) to meet company requirements.
What SLA types should you use? To answer, drag the appropriate SLA types to the correct requirements. Each SLA type may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view content.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/define-service-levelagreements
NEW QUESTION # 57
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