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Microsoft MB-230 Exam Syllabus Topics:

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

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q30-Q35):

NEW QUESTION # 30
You need to configure the options for the schedule.
Which options should you configure? 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 Description automatically generated

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/resources-service-scheduling


NEW QUESTION # 31
You are configuring a Dynamics 365 for Customer Service instance.
Customer service manager cannot create new entitlements for customer service representatives.
You need to ensure that customer service managers can add new entitlement templates and knowledge base records for customer service representatives.
Which access levels should you apply? To answer, select the appropriate options in the answer area.
NOTE:Each correct selection is worth one point.

Answer:

Explanation:

Explanation


NEW QUESTION # 32
You are a Dynamics 365 for Customer Service administrator. You enable full-text, relevance, and category search.
You need to use the knowledge base search control to locate knowledge base articles that contain each of the following words anywhere in an article, regardless of which product an article refers to:
* Elevator
* Motor
* Sizing
How should you configure the search? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation

References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/basics/relevance-search-results


NEW QUESTION # 33
A company uses Dynamics 365 Customer Service and Microsoft Teams.
A project requires the creation of an automated tool to provide recommendations when addressing specific client needs. The tool must be interactive and allow agents to best serve their client base. All communications will be run through Teams chat You need to configure the smart assist chatbot 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:
* Configure the chatbot App settings file12.
* Publish the webapp to the Microsoft Azure tenant12.
* Update the chatbot messaging endpoint12.
* Enable the Teams channel12.
* Set the Smart Assist Admin configuration3.
* Test the chatbot12.
For more information, you can refer to the following links:
* Build a smart assist bot
* Manage smart assist


NEW QUESTION # 34
You are a Dynamics 365 for Customer Service administrator. You are using Voice of the Customer and are reviewing survey A survey responder marked 10 percent for overall satisfaction.
You need to ask additional questions based on the response.
Which four actions should you perform 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:

1 - Create a new response routing
2 - Add a response condition and the question for with you want to create a rule
3 - Select values for the Operator, Comparison Value, and Answer fields Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design-advancedsurvey


NEW QUESTION # 35
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