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Microsoft MB-230 Exam Syllabus Topics:

Section	Weight	Objectives
Implement scheduling	10-14%	- Configure service scheduling 1. Set up resources and resource groups 2. Define service activities and requirements 3. Implement scheduling rules and availability
Implement Microsoft Power Platform integration	2-6%	- Integrate Power Apps and Power Automate 1. Connect Customer Service with other apps 2. Create custom forms and workflows
Manage entitlements and service level agreements (SLAs)	15-19%	- Implement SLAs 1. Configure SLA actions and warnings 2. Manage SLA calculations and pauses 3. Define SLA KPIs and timelines - Configure entitlements 1. Define entitlement terms and restrictions 2. Associate entitlements with customers and cases
Implement Customer Service multi-session experience	5-9%	- Configure Customer Service workspace 1. Integrate channels and productivity tools 2. Set up app profiles and session templates
Implement Connected Customer Service	2-6%	- Set up IoT and field service integration
Manage analytics, visualizations, and insights	5-9%	- Implement Customer Voice surveys and feedback - Create and manage dashboards and reports 1. Build custom dashboards and visualizations 2. Use out-of-box Customer Service reports
Manage cases and knowledge management	51-55%	- Configure Dynamics 365 Copilot for Service - Create and manage cases 1. Configure case types and statuses 2. Implement case routing and queues 3. Manage case hierarchies and relationships - Implement knowledge management 1. Create and manage knowledge articles 2. Integrate knowledge with cases and portals 3. Configure knowledge search and recommendations
Implement routing and work distribution	2-6%	- Configure unified routing 1. Define routing rules and decision trees 2. Set up workstreams and queues

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q310-Q315):

NEW QUESTION # 310
You need to configure each escalation scenario.
Which configuration should you use for each scenario? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-bot-virtual-agent

NEW QUESTION # 311
You are a help desk support representative using Dynamics 365 Customer Service Hub case management with limited permissions.
You need to create a personal chart that meets the following requirements:
* Show the number of open cases assigned to you for each customer.
* Ensure that specific team members can view the chart and view any changes as you update the chart.
Which options 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: Countall
COUNT (Azure Stream Analytics) returns the number of items in a group. COUNT always returns a bigint data type value.
Syntax:
-- Aggregate Function Syntax
COUNT ( { [ [ALL | DISTINCT] expression ] | * } )
Arguments:
ALL - Applies the aggregate function to all values. ALL is the default.
Box 2: Share the personal chart and add the user giving each one read permission Reference:
https://docs.microsoft.com/en-us/stream-analytics-query/count-azure-stream-analytics

NEW QUESTION # 312
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:

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

NEW QUESTION # 313
Drag and Drop Question
You are creating agent scripts in Dynamics 365 Customer Service.
You must add the following steps to the scripts:
1. Use the greeting: Welcome to the company, how may we serve you today?
2. Send details about a customer's account to the customer with one selection.
3. Open another set of steps to follow.
You need to configure the type of steps that are needed.
Which type should you choose when configuring each step? To answer, drag the appropriate types to the correct steps. Each type may be used once, more than once, or 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:

NEW QUESTION # 314
A company uses Dynamics 365 Customer Service.
Customer Service workspaces must have custom navigation that meets the following requirements:
- An application must be opened as an anchor tab in the application tab panel.
- Three additional application tabs must be opened when a session
begins.
- The default mode of the communication panel must be set to Docked.
You need to determine which tool and feature to use to meet all requirements.
Which two tools/features should you use? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

A. session templates in App Profile Manager
B. application tab templates in App Profile Manager
C. session templates in Customer Service admin center
D. application tab templates in Customer Service admin center

Answer: A,C

NEW QUESTION # 315
......

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