Microsoft MB-230 Exam | Test MB-230 Centres - Fast Download of Test MB-230 Topics Pdf

DOWNLOAD the newest Exam4PDF MB-230 PDF dumps from Cloud Storage for free: https://drive.google.com/open?id=1SkupZv38BOF6DuQoAG_tnbHyy7l_mnI-

You can learn MB-230 quiz torrent skills and theory at your own pace, and you will save more time and energy that you can complete other thing. We also provide every candidate who wants to get certification with free Demo to check our materials. No other MB-230 study materials or study dumps can bring you the knowledge and preparation that you will get from the MB-230 Study Materials available only from Exam4PDF. Not only will you be able to pass any MB-230 test, but will gets higher score, if you choose our MB-230 study materials.

Microsoft MB-230 Exam Syllabus Topics:

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

>> Test MB-230 Centres <<

Pass Guaranteed Quiz MB-230 - Microsoft Dynamics 365 Customer Service Functional Consultant Marvelous Test Centres

Are you preparing for the MB-230 exam certification recently? Do you want to get a high score in the MB-230 actual test? Exam4PDF MB-230 practice test may be the right study material for you. When you choose Microsoft MB-230 pdf dumps, you can download it and install it on your phone or i-pad, thus you can make full use of your spare time, such as, take the subway or wait for the bus. Besides, if you are tired of the electronic screen, you can print the MB-230 Pdf Dumps into papers, which is convenient to make notes.

Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q64-Q69):

NEW QUESTION # 64
A client plans to implement a case resolution process.
Which field types does the Case Resolution form use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation


NEW QUESTION # 65
A company uses Omnichannel for Customer Service.
The company has the following requirements for their agents' conversations with customers:
Agents must verify a customer's information when a chat starts.
Auto search must be enabled for knowledgebase articles based on case title.
You need to enable agent scripts.
Which action types should you use? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation
Box 1: Automation
The automation dictionary maintains the contextual data for sessions. You can use the keys from the automation dictionary to pass the parameter in an action.
While creating templates and macros in the admin app, you can pass parameter keys such as title of a session, title of notification, title of an application tab template, and custom parameter values for application tab types.
These keys are replaced based on the contextual information available at the time of execution.
Box 2: Macro
Automate tasks with macros
Overview of macros
In the customer service industry, agents have to click often to perform simple tasks, such as open a form, fill, and save it, and many repetitive and monotonous actions, such as greeting and verifying a customer, sending acknowledgment mail, and taking notes. These clicks and repetitive tasks can lead to human errors when agents copy and paste the data across different operations.
Macros are a set of sequential actions that are performed by a user. They enable users to perform daily operations efficiently in a fast and process-compliant manner. You can reuse macros with different sessions based on the context parameters that are specific to the session.
The value propositions of the macros are as follows:
Automate repetitive and monotonous tasks with a single click.
Minimize human errors.
Adhere to business processes.
Lower average handling time.
Improve customer satisfaction.
Create contextual and reusable macros.
Reference:
https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/automation-dictionary-keys
https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/macros
https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/smart-assist


NEW QUESTION # 66
You use Dynamics 365 for Customer Service.
You need to merge cases.
What is the outcome for the merge process? To answer, select the appropriate configuration in the answer area.
NOTE:Each correct selection is worth one point.

Answer:

Explanation:


NEW QUESTION # 67
You are working as a functional consultant for Dynamics 365 Customer Service. No changes have been made to security roles.
You need to ensure that customer service representatives can process cases that have service-level agreements (SLAs) and entitlements. You must grant only the minimum privileges required.
How should you configure security? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation:

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements


NEW QUESTION # 68
You are a Dynamics 365 for Customer Service administrator.
Members of the customer support staff must not be available on public holidays in the year 2021.
You need to configure holiday schedules.
Which actions should you perform? 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/customer-service/set-up-holidayschedule


NEW QUESTION # 69
......

If you prefer to practice MB-230 exam dumps on paper, then our exam dumps is your best choice. MB-230 PDF version is printable, and you can print them into hard one if you like, and you can also take some notes on them and practice them anytime and anyplace. Moreover, MB-230 training materials cover most of knowledge points for the exam, and you can have a good command of the major knowledge points as well as improve your professional ability in the process of practicing. We offer you free update for 365 days for MB-230 Exam Materials after purchasing. Our system will send the update version to you automatically.

Test MB-230 Topics Pdf: https://www.exam4pdf.com/MB-230-dumps-torrent.html

BONUS!!! Download part of Exam4PDF MB-230 dumps for free: https://drive.google.com/open?id=1SkupZv38BOF6DuQoAG_tnbHyy7l_mnI-