Vce MB-230 Download - 100% Real Questions Pool

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Microsoft MB-230 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Manage entitlements and SLAs15%- Create and manage entitlements
  • 1. Create and activate entitlements
  • 2. Apply entitlements to cases
  • 3. Define and manage entitlement templates
- Create and manage SLAs
  • 1. Create SLA items and actions
  • 2. Define and configure SLA KPIs
  • 3. Use hierarchical SLA configurations
  • 4. Enable SLAs for entities
Topic 2: Implement routing10%- Manage queues and routing
  • 1. Configure advanced routing rules
  • 2. Configure routing rules
  • 3. Create and manage queues
- Configure unified routing
  • 1. Configure assignment methods
  • 2. Configure work classification
  • 3. Configure work distribution
Topic 3: Manage analytics, visualizations, and insights10%- Manage insights
  • 1. Monitor and improve service with analytics
  • 2. Analyze conversation insights
  • 3. Analyze Omnichannel insights
- Configure Customer Service Insights
  • 1. Configure Power BI integration
  • 2. Configure dashboards and charts
  • 3. Configure Customer Service historical analytics
Topic 4: Implement scheduling5%- Manage services
  • 1. Define service activities
  • 2. Schedule service activities
- Manage resources
  • 1. Define resources and resource groups
  • 2. Configure resource calendars and working hours
Topic 5: Implement Microsoft Power Platform10%- Configure Power Virtual Agents
  • 1. Create chatbots
  • 2. Integrate chatbots with Customer Service
  • 3. Configure topics and entities
- Configure Power Automate
  • 1. Configure triggers and actions
  • 2. Use Common Data Service connector
  • 3. Create and manage flows
Topic 6: Manage cases and Knowledge Management20%- Create and manage cases
  • 1. Create case and child case
  • 2. Customize case views
  • 3. Use case routing rules
  • 4. Identify and create cases from activities
  • 5. Analyze cases with interactive dashboards
- Manage Knowledge Management
  • 1. Manage the Knowledge Management lifecycle
  • 2. Create and manage knowledge articles
  • 3. Configure entities for Knowledge Management
  • 4. Use knowledge article templates
Topic 7: Implement Connected Customer Service10%- Manage Connected Customer Service scenarios
  • 1. Configure proactive service
  • 2. Manage customer assets
  • 3. Configure asset management
- Configure IoT integration
  • 1. Configure IoT alerts
  • 2. Create cases from IoT alerts
  • 3. Manage IoT devices
Topic 8: Implement multi-session experiences for Customer Service20%- Configure the Customer Service workspace
  • 1. Configure notifications
  • 2. Configure session management
  • 3. Configure apps and templates
  • 4. Configure productivity tools
- Manage channels
  • 1. Configure Microsoft Teams integration
  • 2. Configure Chat
  • 3. Configure SMS
  • 4. Configure Voice
- Configure and manage Omnichannel
  • 1. Manage context variables
  • 2. Configure agent scripts
  • 3. Configure routing and assignment
  • 4. Configure work streams and queues

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Web-Based Practice Exams to Evaluate MB-230 Microsoft Dynamics 365 Customer Service Functional Consultant Exam Preparation

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q239-Q244):

NEW QUESTION # 239
A company installs and services air filtering units for industrial manufacturing plants. The company is implementing Dynamics 365 Customer Service.
Each regional location has only two advanced diagnostic units. The company charges customers a higher rate when the company uses a unit.
You need to configure the system to optimize work scheduling.
What should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation:


NEW QUESTION # 240
A fitness company has several locations.
The company implements Dynamics 365 Customer Service and uses it to schedule personal trainer sessions with customers.
Customers report the following issues:
Customers are assigned personal trainers who do not reside at the customer's location.
Customers are assigned personal trainers during the trainers' non-working hours.
You need to resolve the issues.
Which two settings should you configure? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

Answer: B,E

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


NEW QUESTION # 241
You are a Dynamics 365 Customer Service administrator.
You must track issues submitted by customers.
You need to configure case settings for the Service Management module.
What should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:


NEW QUESTION # 242
You are a Dynamics 365 for Customer Service administrator creating surveys for Voice of the Customer.
You must display the question: Have you used the product before? If the response is Yes, you must display additional questions concerning the product. If the answer is No, you must display a different set of questions concerning other products.
You need to select a survey feature to use.
Which survey feature should you use?

Answer: D

Explanation:
Explanation/Reference:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design- advanced-survey#design-interactive-surveys-by-using-response-routing


NEW QUESTION # 243
A customer uses Dynamics 365 for Customer Service.
Customer service representatives must be able to create knowledge base articles.
You need to ensure that all knowledge base articles are submitted for review and approval before they are made available to use.
Which four actions must 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.

Answer:

Explanation:

Explanation:

References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/customer-service- hubuser-guide-knowledge-article


NEW QUESTION # 244
......

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