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Microsoft MB-230 Exam Syllabus Topics:

Section	Weight	Objectives
Manage cases and knowledge management	51-55%	- Implement knowledge management 1. Integrate knowledge with cases and portals 2. Configure knowledge search and recommendations 3. Create and manage knowledge articles - Configure Dynamics 365 Copilot for Service - Create and manage cases 1. Manage case hierarchies and relationships 2. Implement case routing and queues 3. Configure case types and statuses
Implement scheduling	10-14%	- Configure service scheduling 1. Set up resources and resource groups 2. Define service activities and requirements 3. Implement scheduling rules and availability
Implement Customer Service multi-session experience	5-9%	- Configure Customer Service workspace 1. Integrate channels and productivity tools 2. Set up app profiles and session templates
Manage entitlements and service level agreements (SLAs)	15-19%	- Implement SLAs 1. Configure SLA actions and warnings 2. Manage SLA calculations and pauses 3. Define SLA KPIs and timelines - Configure entitlements 1. Define entitlement terms and restrictions 2. Associate entitlements with customers and cases
Implement routing and work distribution	2-6%	- Configure unified routing 1. Define routing rules and decision trees 2. Set up workstreams and queues
Implement Connected Customer Service	2-6%	- Set up IoT and field service integration
Manage analytics, visualizations, and insights	5-9%	- Create and manage dashboards and reports 1. Use out-of-box Customer Service reports 2. Build custom dashboards and visualizations - Implement Customer Voice surveys and feedback
Implement Microsoft Power Platform integration	2-6%	- Integrate Power Apps and Power Automate 1. Create custom forms and workflows 2. Connect Customer Service with other apps

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q274-Q279):

NEW QUESTION # 274
A customer service manager needs a new business process flow to manage support for a product rollout for bicycles. There are two bicycle models: standard and high performance.
Support representatives must be able to:
Specify the model of the bicycle.
Capture comments from customer support issues if the bicycle is the high-performance model.
You need to create the business process flow.
What should you configure for each requirement? To answer, select the appropriate options in the answer area.

Answer:

Explanation:

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-manage-categories
https://docs.microsoft.com/en-us/power-platform/admin/define-subjects-categorize-cases-products-articles

NEW QUESTION # 275
A company that operates in 101 countries/regions globally uses Dynamics 365 Customer Service. The countries/regions currently use the same environment.
An administrator plans the deployment of additional portals to support customer service processes.
Each country/region requires the following:
* A Microsoft Dataverse starter portal in an environment with Dataverse
* A blank portal in an environment with customer engagement apps
* A pre-build portal in an environment with customer engagement apps
Vou need to determine the minimum number of environments required.
How many environments will you need? To answer, drag the appropriate number to the portal requirements.
Each number of 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:

NEW QUESTION # 276
You assign a case to a user named User A.
User A is not available to work on the case. The customer service manager moves the case to the queue for User B .
Which of the following statements is true?

A. User A still owns the case, but the case is located in the queue for UserB .
B. The customer service manager now owns the case.
C. The case is not moved to the queue for User B until User A approves the move.
D. User B now owns the case.

Answer: C

NEW QUESTION # 277
You are provisioning Omnichannel for Customer Service.
You need to configure the system.
What should you do? To answer, select the appropriate options in the answer area NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation:

NEW QUESTION # 278
A company that manufactures industrial heating, ventilation, and air conditioning (HVAC) equipment is implementing Dynamics 365 Connected Customer Service.
The solution must meet the following requirements:
* Track and report changes in readings that come from the units.
* Send alerts when readings are outside of set tolerances
* Provide historical tracking of readings for trend analysis.
* Send firmware updates as needed.
You need to configure the required component
Which component should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

NEW QUESTION # 279
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