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Microsoft MB-230 Exam Syllabus Topics:

SectionWeightObjectives
Implement Microsoft Power Platform integration2-6%- Integrate Power Apps and Power Automate
  • 1. Connect Customer Service with other apps
    • 2. Create custom forms and workflows
      Manage cases and knowledge management51-55%- Configure Dynamics 365 Copilot for Service
      - Create and manage cases
      • 1. Configure case types and statuses
        • 2. Implement case routing and queues
          • 3. Manage case hierarchies and relationships
            - Implement knowledge management
            • 1. Integrate knowledge with cases and portals
              • 2. Configure knowledge search and recommendations
                • 3. Create and manage knowledge articles
                  Implement Customer Service multi-session experience5-9%- Configure Customer Service workspace
                  • 1. Integrate channels and productivity tools
                    • 2. Set up app profiles and session templates
                      Implement routing and work distribution2-6%- Configure unified routing
                      • 1. Set up workstreams and queues
                        • 2. Define routing rules and decision trees
                          Implement Connected Customer Service2-6%- Set up IoT and field service integration
                          Implement scheduling10-14%- Configure service scheduling
                          • 1. Define service activities and requirements
                            • 2. Implement scheduling rules and availability
                              • 3. Set up resources and resource groups
                                Manage entitlements and service level agreements (SLAs)15-19%- Configure entitlements
                                • 1. Associate entitlements with customers and cases
                                  • 2. Define entitlement terms and restrictions
                                    - Implement SLAs
                                    • 1. Manage SLA calculations and pauses
                                      • 2. Define SLA KPIs and timelines
                                        • 3. Configure SLA actions and warnings
                                          Manage analytics, visualizations, and insights5-9%- Implement Customer Voice surveys and feedback
                                          - Create and manage dashboards and reports
                                          • 1. Use out-of-box Customer Service reports
                                            • 2. Build custom dashboards and visualizations

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                                              最新的 Microsoft Dynamics 365 MB-230 免費考試真題 (Q44-Q49):

                                              問題 #44
                                              A company plans to implement Copilot in Dynamics 365 Customer Service features for a group of trial users who are located in Europe.
                                              You need to configure the environment for trial use.
                                              What should you configure? To answer, select the appropriate options in the answer area.
                                              NOTE: Each correct selection is worth one point.

                                              答案：

                                              解題說明：

                                              Explanation:


                                              問題 #45
                                              A company uses Dynamics 365 Customer Service.
                                              Customer service agents must be able to connect individual cases to a Microsoft Teams channel, to enhance productivity and collaboration.
                                              You need to enable this capability for the customer service agents.
                                              Which three 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.

                                              答案：

                                              解題說明：


                                              問題 #46
                                              A company uses Dynamics 365 for Customer Service.
                                              You need to document the case resolution process.
                                              How are each of the cases resolved? To answer, select the appropriate options in the answer area.
                                              NOTE: Each correct selection is worth one point.

                                              答案：

                                              解題說明：

                                              Explanation

                                              References:
                                              https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/customer-service-hubuse


                                              問題 #47
                                              You are a Dynamics 365 Customer Service representative.
                                              You need to take the appropriate action when creating new cases to ensure that the automated routing rule is applied.
                                              What should you use?

                                              答案：B


                                              問題 #48
                                              You are customizing an Omnichannel for Customer Service implementation for a call center.
                                              The call center manager wants to create a new quick response for agents to save time typing a greeting message.
                                              You need to create a quick response that includes a customer's full name.
                                              How should you create the quick response?

                                              答案：A

                                              解題說明：
                                              https://docs.microsoft.com/en-us/dynamics365/customer-service/create-quick-replies


                                              問題 #49
                                              ......

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