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Microsoft MB-230 Exam Syllabus Topics:

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

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q365-Q370):

NEW QUESTION # 365
A company uses Dynamics 365 Customer Service.
A user is configuring loT devices to record specific types of information, such as temperature, humidity, and air flow. Several types of devices require configuration for pre-set commands and ease of administration.
You need to configure the devices to generate the correct recordings.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation

NEW QUESTION # 366
You are a Dynamics 365 for Customer Service administrator.
You must track time against enhanced service-level agreements (SLAs).
You need to add a timer.
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.

Answer:

Explanation:

Explanation:

References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/add-timer-forms-tracktim

NEW QUESTION # 367
You need to ensure cases are handled correctly.
What should you do? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation:
Graphical user interface, text, application, email Description automatically generated

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

NEW QUESTION # 368
You need to identify who has access to the Schedule tab and the name of the table that should be used.
Which components should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

NEW QUESTION # 369
You need to create and configure objects to support the requirements.
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:

NEW QUESTION # 370
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