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Microsoft MB-230 Exam Syllabus Topics:

Section	Objectives
Topic 1: Analyze and improve customer service insights	- Reporting and dashboards 1. Use analytics in Customer Service
Topic 2: Manage cases and knowledge	- Knowledge management 1. Search and knowledge usage 2. Knowledge articles creation and lifecycle - Case management 1. Create and resolve cases 2. Automate case routing
Topic 3: Implement omnichannel for customer service	- Omnichannel setup 1. Routing and work distribution 2. Chat, voice, and messaging configuration
Topic 4: Configure Dynamics 365 Customer Service	- Manage cases and queues 1. Queue configuration and routing 2. Case lifecycle management - Configure customer service applications 1. Set up Dynamics 365 Customer Service app 2. Configure basic system settings
Topic 5: Manage service level agreements (SLAs) and entitlements	- SLAs configuration 1. Track SLA compliance 2. Define SLA KPIs - Entitlements 1. Create and manage entitlements

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q126-Q131):

NEW QUESTION # 126
You need to recommend how to configure the FAQ website Knowledge Search.
Which five actions should you recommend be performed in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.
NOTE: More than one order of answer choices is correct. You will receive credit for any of the correct orders you select.

Answer:

Explanation:

NEW QUESTION # 127
You need to configure the system to store answers about claims.
Which four actions should you perform in sequence? To answer, move all actions from the list to the answer area and arrange them in the correct order.

Answer:

Explanation:

Explanation
Graphical user interface, text, application Description automatically generated

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-knowledge-ar

NEW QUESTION # 128
You work for a pharmaceutical company that distributes vaccines.
Vaccines must be kept below negative 60 degrees Celsius or they cannot be used. The company requires a solution that meets the following requirements:
* Monitor vaccine temperatures during transportation.
* Create a customer service case if the temperature goes above negative 60 degrees Celsius.
You need to implement the solution.
Which technologies should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation:

NEW QUESTION # 129
You create a new case that is associated to a service level agreement (SLA).
You need to identify what occurs when the case is placed on hold.
What should you identify?

A. The time calculations for the Key Performance Indicators (KPIs) are paused.
B. An automatic notification is sent to the customer who initiated the case.
C. Users are prevented from editing the case record until the On Hold status changes.
D. An automatic notification is sent to the manager of the user who placed the case on hold.

Answer: A

NEW QUESTION # 130
A customer's entitlement is not available to assign to a case.
You need to determine the cause of the customer's issue.
What are two possible reasons for the issue? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

A. The entitlement is in waiting status
B. The entitlement is set as the default
C. The entitlement was renewed
D. The entitlement is expired
E. The entitlement is active

Answer: A,D

Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define- support-terms-customer

NEW QUESTION # 131
......

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