인기자격증MB-230시험대비덤프시험덤프

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Microsoft MB-230 Exam Syllabus Topics:

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

>> MB-230시험대비덤프 <<

최신 MB-230시험대비덤프 덤프는 Microsoft Dynamics 365 Customer Service Functional Consultant시험문제의 모든 유형과 범위를 커버

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최신 Microsoft Dynamics 365 MB-230 무료샘플문제 (Q79-Q84):

질문 # 79
You are implementing Dynamics 365 Customer Service Insights.
The product manager would like to see product sales trends by age group. The groupings are as follows:
Ages 18 and younger
Ages 19-25
Ages 26-40
Ages 41-55
Ages 56 and older
You need to configure the system.
What should you define?

정답：D

설명：
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-insights/audience-insights/measures


질문 # 80
You are a Dynamics 365 Customer Service administrator.
You create a new entity named Root Cause Escalation. Queues must be used for new Root Cause Escalation records. The records must be automatically assigned to the record owner's default queue when a record is created.
You need to implement the proper functionality to meet the requirements.
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.

정답：

설명：

1 - Navigate to the Root Cause Escalation entity in Customizations
2 - Set the field named Queues to a value of True on the Root Cause Escalation entity
3 - Set the field Automatically move recordsto,,,,,,
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/enable-entities-for-queues


질문 # 81
You need to set the schedule to meet requirements for appointments.
How should you configure the settings? To answer, select the appropriate options in the answer area.
NOTE:Each correct selection is worth one point.

정답：

설명：

Explanation
Box 1: 30 minutes
Nurses and doctors must be booked for 30-minute time slots.
Box 2: 8: A.M.
The company is open from 8 AM to midnight Monday through Friday to provide services. Patients can make appointments by calling or using the internet. All appointments are conducted by phone or by using a computer.
Box 3: 12.00 A.M.
Box 4: 3
Patients must be offered at least three alternative times to schedule an appointment.


질문 # 82
You need to set the schedule to meet requirements for appointments.
How should you configure the settings? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

정답：

설명：

Explanation:
Box 1: 30 minutes
Nurses and doctors must be booked for 30-minute time slots.
Box 2: 8: A.M.
The company is open from 8 AM to midnight Monday through Friday to provide services. Patients can make appointments by calling or using the internet. All appointments are conducted by phone or by using a computer.
Box 3: 12.00 A.M.
Box 4: 3
Patients must be offered at least three alternative times to schedule an appointment.


질문 # 83
You are implementing Omnichannel for Customer Service for a hospital.
Each customer service agent has a chat capacity of 200.
The implementation requirements are as follows:
Each agent can take no more than two chats at a time.
A new conversation must auto assign to an available agent.
You need to select the conversation options to meet the requirements.
Which options should you configure?

정답：

설명：

Explanation:
Graphical user interface, table Description automatically generated

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/unified-routing-work-distribution


질문 # 84
......

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