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Microsoft MB-230 Exam Syllabus Topics:

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

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                              Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q82-Q87):

                              NEW QUESTION # 82
                              A company uses Dynamics 365 Customer Service. Customer Voice is deployed on the tenant.
                              When a user resolves a case in the system, the individual who reported the incident must automatically receive an email with a link to complete a customer feedback survey. Survey responses must be visible against the resolved case.
                              You need to implement a solution.
                              Solution: Create a cloud flow. Use the Send an email (V2) action containing a link to a website that has the embedded survey.
                              Does the solution meet the goal?

                              Answer: A


                              NEW QUESTION # 83
                              A company extends Dynamics 365 Customer Service by creating a custom table that contains reviews. No other customizations have been performed.
                              The production environment has two Microsoft Entra group teams configured:
                              * Group 1 has security role 1 assigned with no read permissions on the review table.
                              * Group 2 has security role 2 assigned, which has read permissions on the review table.
                              No other security roles are assigned to users.
                              A single member of group 1 requires the ability to read review records. You need to grant the member the ability to view review records. What should you do?

                              Answer: B


                              NEW QUESTION # 84
                              You are a Dynamics 365 Customer Service system administrator.
                              You are unable to add 20 hours of phone time to the Entitlement channel.
                              You need to determine the reason you are unable to add the hours.
                              What are three possible reasons? Each correct answer presents a complete solution.
                              NOTE: Each correct selection is worth one point.

                              Answer: B,C,D


                              NEW QUESTION # 85
                              You are a Dynamics 365 for Customer Service administrator. Your company provides support between 9 a.m.
                              and 5 p.m.
                              You must add a warning to account records when service representatives do not contact an account within eight business hours of the account being verified.
                              You need to enable service-level agreements (SLAs) for accounts.
                              In which order should you perform the actions? To answer, move all actions from the list to the answer area and arrange them in the correct order.

                              Answer:

                              Explanation:

                              Explanation:


                              NEW QUESTION # 86
                              Drag and Drop Question
                              You are an Omnichannel supervisor for a company.
                              The company wants to deploy an Omnichannel Insights dashboard.
                              You need to set up and monitor KPIs.
                              In which section is each KPI located? To answer, drag the appropriate sections to the correct KPIs. Each section may be used once, more than once, of 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-service/omnichannel-insights-dashboard


                              NEW QUESTION # 87
                              ......

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