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Microsoft MB-230 Exam Syllabus Topics:

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

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q79-Q84):

NEW QUESTION # 79
Drag and Drop Question
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:

Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/define- service-level-agreements

NEW QUESTION # 80
You need to ensure cases are handled correctly.
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:
Graphical user interface, text, application, email Description automatically generated

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/overview-unified-routing

NEW QUESTION # 81
You are a customer service schedule administrator for a company. The company hires an electrical engineer who will work remotely.
You need to set the resource to enable the engineer to work remotely.
Which three actions should you perform next in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.

Answer:

Explanation:

Explanation:

NEW QUESTION # 82
You send surveys to customers who have opened cases within the past month.
You need 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. Run the summary report. Export the report to Microsoft Excel. Send the Excel file to the users.
D. Create a dashboard of the survey summary reports and share the dashboards with the users.
E. Run the survey summary report. Send a link to the report from within Dynamics 365.

Answer: A,C

NEW QUESTION # 83
You are configuring Dynamics 365 Customer Service workspaces.
Users want to use minimal keystrokes and easy-to-use navigation to open multiple sessions.
You need to configure the simplified navigation experience.
What should you do?

A. Configure the settings in the administration console.
B. Enable the appropriate features in the Power Platform admin center of the Dynamics 365 Customer Service environment.
C. Configure the settings in the Agent Experience area of the Customer Service Hub.
D. Run the simplified navigation settings code in the browser console window within Dynamics 365 Customer Service.

Answer: A

Explanation:
Customize Customer Service workspace
You can use your browser's developer tools to customize some aspects of the Customer Service workspace.
Turn on the enhanced multisession workspace (preview)
* With Customer Service workspace open, press the F12 key to open the developer tools window.
* In the console window, type the following command and press Enter:
Xrm.Utility.getGlobalContext().saveSettingValue("msdyn_MultiSessionLayoutImprovements",true)
* Refresh the app page.
Note: If you turn on the enhanced multisession workspace, the enhanced experience applies in both Customer Service workspace and Omnichannel for Customer Service.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/csw-overview#turn-on-the-enhanced-multisessi
https://docs.microsoft.com/en-us/dynamics365/customer-service/csw-overview#simplify-navigation-in-customer

NEW QUESTION # 84
......

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