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Microsoft MB-230 Exam Syllabus Topics:

SectionWeightObjectives
Implement routing10%- Configure unified routing
  • 1. Configure assignment methods
  • 2. Configure work classification
  • 3. Configure work distribution
- Manage queues and routing
  • 1. Create and manage queues
  • 2. Configure routing rules
  • 3. Configure advanced routing rules
Manage entitlements and SLAs15%- Create and manage entitlements
  • 1. Define and manage entitlement templates
  • 2. Apply entitlements to cases
  • 3. Create and activate entitlements
- Create and manage SLAs
  • 1. Enable SLAs for entities
  • 2. Use hierarchical SLA configurations
  • 3. Define and configure SLA KPIs
  • 4. Create SLA items and actions
Implement scheduling5%- Manage resources
  • 1. Configure resource calendars and working hours
  • 2. Define resources and resource groups
- Manage services
  • 1. Schedule service activities
  • 2. Define service activities
Implement multi-session experiences for Customer Service20%- Manage channels
  • 1. Configure Chat
  • 2. Configure Microsoft Teams integration
  • 3. Configure SMS
  • 4. Configure Voice
- Configure and manage Omnichannel
  • 1. Configure work streams and queues
  • 2. Manage context variables
  • 3. Configure agent scripts
  • 4. Configure routing and assignment
- Configure the Customer Service workspace
  • 1. Configure notifications
  • 2. Configure apps and templates
  • 3. Configure productivity tools
  • 4. Configure session management
Manage analytics, visualizations, and insights10%- Configure Customer Service Insights
  • 1. Configure Customer Service historical analytics
  • 2. Configure dashboards and charts
  • 3. Configure Power BI integration
- Manage insights
  • 1. Analyze Omnichannel insights
  • 2. Monitor and improve service with analytics
  • 3. Analyze conversation insights
Manage cases and Knowledge Management20%- Create and manage cases
  • 1. Use case routing rules
  • 2. Customize case views
  • 3. Identify and create cases from activities
  • 4. Create case and child case
  • 5. Analyze cases with interactive dashboards
- Manage Knowledge Management
  • 1. Manage the Knowledge Management lifecycle
  • 2. Use knowledge article templates
  • 3. Configure entities for Knowledge Management
  • 4. Create and manage knowledge articles
Implement Microsoft Power Platform10%- Configure Power Automate
  • 1. Create and manage flows
  • 2. Use Common Data Service connector
  • 3. Configure triggers and actions
- Configure Power Virtual Agents
  • 1. Integrate chatbots with Customer Service
  • 2. Configure topics and entities
  • 3. Create chatbots
Implement Connected Customer Service10%- Configure IoT integration
  • 1. Manage IoT devices
  • 2. Create cases from IoT alerts
  • 3. Configure IoT alerts
- Manage Connected Customer Service scenarios
  • 1. Configure proactive service
  • 2. Configure asset management
  • 3. Manage customer assets

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q311-Q316):

NEW QUESTION # 311
Hotspot Question
A company is implementing Dynamics 365 Customer Service and Power Virtual Agents for its support desk.
Supervisors have the following information requirement:
- Topic analytics for all cases completed over the last year.
- Analytics for chatbot options chosen from past interactions with
customers.
You need to configure the system to meet the requirements.
What should you enable in the configuration? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:


NEW QUESTION # 312
A company uses Dynamics 365 Customer Sen/ice.
A customer service supervisor must create canvas apps. The environment uses a Microsoft Dataverse database.
The supervisor must be able to create new connections and Microsoft Power Automate flows. The supervisor must not have data access privileges to data in the environment.
You need to assign a role to the supervisor by using the principle of least privilege.
Which security role should you grant to the supervisor?

Answer: B


NEW QUESTION # 313
You need to add the confirmation step for cases.
What should you edit?

Answer: B

Explanation:
A confirmation section must be added before the resolve section.
Example: Add an on-demand action to a business process flow.
The Dynamics 365 (online), version 9.0 update introduces a business process flow feature: business process flow automation with Action Steps. You can add a button to a business process flow that will trigger an action or workflow.
Reference:
https://docs.microsoft.com/en-us/power-automate/create-business-process-flow#add-an-on-demand-action-to-a-business-process-flow


NEW QUESTION # 314
You are creating a virtual agent to handle common customer inquiries.
The virtual agent must provide the ability to route customers to live agents for escalation.
You need to recommend a solution.
Which components should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Reference:
https://docs.microsoft.com/en-us/power-virtual-agents/advanced-hand-off


NEW QUESTION # 315
A company implements Dynamics 365 for Customer Service.
Which status reason is used for each case status? To answer, select the appropriate option in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:


NEW QUESTION # 316
......

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