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Microsoft MB-230 Exam Syllabus Topics:

Section	Weight	Objectives
Implement Connected Customer Service	10%	- Manage Connected Customer Service scenarios 1. Manage customer assets 2. Configure proactive service 3. Configure asset management - Configure IoT integration 1. Manage IoT devices 2. Create cases from IoT alerts 3. Configure IoT alerts
Implement scheduling	5%	- Manage services 1. Schedule service activities 2. Define service activities - Manage resources 1. Configure resource calendars and working hours 2. Define resources and resource groups
Manage analytics, visualizations, and insights	10%	- Manage insights 1. Analyze conversation insights 2. Monitor and improve service with analytics 3. Analyze Omnichannel insights - Configure Customer Service Insights 1. Configure Customer Service historical analytics 2. Configure Power BI integration 3. Configure dashboards and charts
Implement Microsoft Power Platform	10%	- Configure Power Virtual Agents 1. Create chatbots 2. Configure topics and entities 3. Integrate chatbots with Customer Service - Configure Power Automate 1. Create and manage flows 2. Configure triggers and actions 3. Use Common Data Service connector
Implement multi-session experiences for Customer Service	20%	- Configure and manage Omnichannel 1. Manage context variables 2. Configure agent scripts 3. Configure work streams and queues 4. Configure routing and assignment - Configure the Customer Service workspace 1. Configure productivity tools 2. Configure session management 3. Configure apps and templates 4. Configure notifications - Manage channels 1. Configure Chat 2. Configure Voice 3. Configure Microsoft Teams integration 4. Configure SMS
Manage entitlements and SLAs	15%	- Create and manage SLAs 1. Create SLA items and actions 2. Define and configure SLA KPIs 3. Enable SLAs for entities 4. Use hierarchical SLA configurations - Create and manage entitlements 1. Apply entitlements to cases 2. Create and activate entitlements 3. Define and manage entitlement templates
Implement routing	10%	- Configure unified routing 1. Configure work classification 2. Configure work distribution 3. Configure assignment methods - Manage queues and routing 1. Configure advanced routing rules 2. Configure routing rules 3. Create and manage queues
Manage cases and Knowledge Management	20%	- 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 - Create and manage cases 1. Analyze cases with interactive dashboards 2. Identify and create cases from activities 3. Use case routing rules 4. Create case and child case 5. Customize case views

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q354-Q359):

NEW QUESTION # 354
You are a Dynamics 365 system administrator.
Your customer service team must define goal metrics to track and measure all resolved cases.
You need to create a goal metric with a rollup field.
In which order should you perform the actions? To answer, move all actions from the list of actions to the answer area and arrange them in the correct order.

Answer:

Explanation:

Explanation:

References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/sales-enterprise/create-edit-goal-metric

NEW QUESTION # 355
A company deploys Dynamics 365 Customer Service. The company plans to use IoT to collect information about manufacturing equipment.
Work orders must be automatically generated when malfunctions are detected to ensure that malfunctions are corrected quickly.
You need to design a Connected Customer Service solution.
What should you use? To answer, drag the appropriate implementation types to the correct requirements. Each implementation 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:

Explanation
Box 1: Azure IoT Central
Microsoft Azure IoT Central enables builders to configure rules and actions. Based on those actions, IoT alerts will be created in Connected Customer Service. Also, based on service activities in Connected Customer Service, information can be sent back to IoT Central. This is accomplished by using Power Automate, a SaaS offering for automating workflows across applications and services.
Box 2: Azure IoT Hub
Connected Customer Services uses the IoT Hub to manage the state of registered devices. In addition, the IoT Hub sends commands and notifications to connected devices-and tracks message delivery with acknowledgment receipts. Device messages are sent in a durable way to accommodate intermittently connected devices.
Box 3: Power Automate
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/cs-iot-overview

NEW QUESTION # 356
You send surveys to customers who have opened cases within the past month.
Youneed to send a summary of the survey results to individuals who do not have a Dynamics 365 license.
What are two possible ways to achieve the goal? Each correct answer presents a complete solution.
NOTE:Each correct selection is worth one point.

A. Run the survey summary report. Print the report to a PDF file. Send the PDF file to the users.
B. Create a view with the data, and then email a link.
C. Create a dashboard of the survey summary reports and share the dashboardswith the users.
D. Run the survey summary report. Send a link to the report from within Dynamics 365.
E. Runthe summary report. Export the report to Microsoft Excel. Send the Excel file to the users.

Answer: A,E

NEW QUESTION # 357
You are an Omnichannel supervisor for a company.
The manager wants to improve response times and customer satisfaction.
You need to configure Omnichannel queues using standard functionality.
Which capabilities should you enable? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

NEW QUESTION # 358
Hotspot Question
A credit card company uses Dynamics 365 Customer Service. Agents receive conversations through Omnichannel for Customer Service.
A browser-based internal application provides a history of a customer's payments and credit scores. You create an application tab template for the internal application.
If a customer requests a credit limit increase, the agent must use the internal application within Omnichannel for Customer Service to determine eligibility.
Because the internal application requires maximum screen space, communications with customers must remain hidden. The internal application must be displayed on the anchor tab.
Once an eligibility check is performed, the agent must be able to chat with the customer again.
You need to create a session template for the company.
How should you configure each area of the template? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

NEW QUESTION # 359
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