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Microsoft MB-230 Exam Syllabus Topics:

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

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Microsoft Dynamics 365 Customer Service Functional Consultant MB-230 Prüfungsfragen mit Lösungen (Q198-Q203):

198. Frage
You work for a pharmaceutical company that distributes vaccines.
Vaccines must be kept below negative 60 degrees Celsius or they cannot be used. The company requires a solution that meets the following requirements:
* Monitor vaccine temperatures during transportation.
* Create a customer service case if the temperature goes above negative 60 degrees Celsius.
You need to implement the solution.
Which technologies should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Antwort:

Begründung:


199. Frage
A company is Implementing Dynamics 365 Customer Service and Power Virtual Agents tor its support desk. Supervisors hove the following information requirements:
* Topic analytics for all cases completed over the last year.
* Analytics for chatbot options chosen from past interactions with customers.
You need to configure the system to meet the requirements.
What should you enable in the configuration? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Antwort:

Begründung:


200. Frage
You are a system administrator for Dynamics 365 for Customer Service.
All child cases must inherit the product, customer name, case title, and case type from the parent case. Parent cases must not be closed until all child cases are closed.
You need to configure cases.
What should you do?

Antwort: A

Begründung:
Section: Topic 2, Manage cases and the knowledge base


201. Frage
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.

Antwort:

Begründung:

Explanation:


202. Frage
Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.
After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.
You are configuring a business process flow for a case entity.
All cases must be flagged for review.
You need to complete configuration of the business process flow.
Solution: Create an action that generates a task record that is assigned to the case reviewer and appends the text Ready for review to the case topic.
Does the solution meet the goal?

Antwort: A

Begründung:
Explanation
References:
https://docs.microsoft.com/en-us/business-applications-release-notes/april18/microsoft-flow/add-actionbusiness- process-flow


203. Frage
......

Die Microsoft MB-230 Zertifizierungsprüfung ist schon eine der beliebten IT-Zertifizierungsprüfungen geworden. Aber für die Prüfung braucht man viel Zeit und Energie, um die Fachkenntnisse gut zu beherrschen. Im diesem Zeitalter, wo die Zeit sehr geschätzt wird, betrachtet man Zeit wie Geld. Das Schulungsprogramm zur Microsoft MB-230 Zertifizierungsprüfung von ZertSoft dauert ungefähr 20 Stunden. Dann können Sie Ihre Fachkenntnisse konsolidierern und sich gut auf die Microsoft MB-230 Zertifizierungsprüfung vorbereiten.

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