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Microsoft MB-230 Exam Syllabus Topics:

Section	Objectives
Manage cases and knowledge	- Case management 1. Create and resolve cases 2. Automate case routing - Knowledge management 1. Search and knowledge usage 2. Knowledge articles creation and lifecycle
Analyze and improve customer service insights	- Reporting and dashboards 1. Use analytics in Customer Service
Manage service level agreements (SLAs) and entitlements	- Entitlements 1. Create and manage entitlements - SLAs configuration 1. Track SLA compliance 2. Define SLA KPIs
Implement omnichannel for customer service	- Omnichannel setup 1. Chat, voice, and messaging configuration 2. Routing and work distribution
Configure Dynamics 365 Customer Service	- Configure customer service applications 1. Set up Dynamics 365 Customer Service app 2. Configure basic system settings - Manage cases and queues 1. Case lifecycle management 2. Queue configuration and routing

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q363-Q368):

NEW QUESTION # 363
A client wants to use the knowledge base in Dynamics 365 Customer Service.
You need to identify the state of a knowledge base article when an event occurs.
What are the states of the articles? 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/customer-service-hub-user-guide-knowledge-article

NEW QUESTION # 364
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 # 365
You are a customer service representative using Dynamics 365 Customer Service Hub.
You need to link the knowledge base records that relate to cases and send articles to customers.
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 them correct order.

Answer:

Explanation:

Explanation

NEW QUESTION # 366
Drag and Drop Question
You are creating a macro in Dynamics 365 Customer Service to create automations.
You must use the following predefined macro connectors:
- Open a new form to create a record.
- Open the new application tab in the same session.
- Link a record to the conversation.
You need to configure the types of steps that are required.
Which types of connectors should you choose? To answer, drag the appropriate connector types to the correct steps. Each connector 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 # 367
You are an Omnichannel supervisor for a company.
The company wants to deploy an Omnichannel Insights dashboard.
You need to set up and monitor KPIs.
In which section is each KPI located? To answer, drag the appropriate sections to the correct KPIs. Each section may be used once, more than once, of 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:

Explanation:

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/omnichannel-insights-dashboard

NEW QUESTION # 368
......

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