Free PDF Quiz Microsoft - MB-230 - Unparalleled Valid Microsoft Dynamics 365 Customer Service Functional Consultant Exam Simulator

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

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q89-Q94):

NEW QUESTION # 89
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 # 90
A company needs to publish knowledge base ankles.
You need to identify the process of publishing an article.
In which order should you recommend the actions be performed? To answer, move all actions from the list of actions to the answer area and arrange them in the correct order.

Answer:

Explanation:

Explanation:


NEW QUESTION # 91
A company installs and services air filtration units for industrial manufacturing plants. The company is implementing Dynamics 365 Customer Service.
Each regional location supports a specific geographic region. Installers and service technicians are dispatched from these regional locations.
You need to configure the system to optimize work scheduling.
How should you configure the system? 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/basics-service-service-scheduling
https://docs.microsoft.com/en-us/dynamics365/customer-service/resource-categories-service-scheduling


NEW QUESTION # 92
You are a customer service representative working with cases in Dynamics 365 for Customer Service.
You need to manage multiple lists of cases.
Which actions should you perform? To answer, select the appropriate configuration in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation:


NEW QUESTION # 93
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:


NEW QUESTION # 94
......

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