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Microsoft MB-230 Exam Syllabus Topics:

Section	Weight	Objectives
Implement scheduling	5%	- Manage resources 1. Configure resource calendars and working hours 2. Define resources and resource groups - Manage services 1. Define service activities 2. Schedule service activities
Implement Connected Customer Service	10%	- Configure IoT integration 1. Create cases from IoT alerts 2. Configure IoT alerts 3. Manage IoT devices - Manage Connected Customer Service scenarios 1. Manage customer assets 2. Configure asset management 3. Configure proactive service
Manage cases and Knowledge Management	20%	- Create and manage cases 1. Identify and create cases from activities 2. Analyze cases with interactive dashboards 3. Use case routing rules 4. Create case and child case 5. Customize case views - 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
Implement multi-session experiences for Customer Service	20%	- Configure and manage Omnichannel 1. Configure routing and assignment 2. Configure work streams and queues 3. Configure agent scripts 4. Manage context variables - Configure the Customer Service workspace 1. Configure productivity tools 2. Configure apps and templates 3. Configure session management 4. Configure notifications - Manage channels 1. Configure Voice 2. Configure SMS 3. Configure Chat 4. Configure Microsoft Teams integration
Manage entitlements and SLAs	15%	- Create and manage entitlements 1. Define and manage entitlement templates 2. Apply entitlements to cases 3. Create and activate entitlements - Create and manage SLAs 1. Enable SLAs for entities 2. Create SLA items and actions 3. Define and configure SLA KPIs 4. Use hierarchical SLA configurations
Implement routing	10%	- Configure unified routing 1. Configure work distribution 2. Configure assignment methods 3. Configure work classification - Manage queues and routing 1. Configure advanced routing rules 2. Create and manage queues 3. Configure routing rules
Implement Microsoft Power Platform	10%	- Configure Power Automate 1. Create and manage flows 2. Configure triggers and actions 3. Use Common Data Service connector - Configure Power Virtual Agents 1. Create chatbots 2. Integrate chatbots with Customer Service 3. Configure topics and entities
Manage analytics, visualizations, and insights	10%	- Manage insights 1. Analyze Omnichannel insights 2. Monitor and improve service with analytics 3. Analyze conversation insights - Configure Customer Service Insights 1. Configure Customer Service historical analytics 2. Configure dashboards and charts 3. Configure Power BI integration

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q202-Q207):

NEW QUESTION # 202
You are an administrator of a Dynamics 365 Customer Service system for a computer support company.
Team members must handle cases as follows:
* A case for a new customer follows a different process than for a returning customer.
* A case for a returning customer who has a contract follows a different process than for a customer who is pay as you go.
* All cases must be researched and resolved.
* Cases must be handled in a manner that is simple to maintain.
You need to ensure that all team members follow the same process for handling cases.
What should you do?

A. Create a business process now that branches.
B. Create two different queues for the different types of customers.
C. Create a Power Automate now that branches.
D. Create two different forms and a business process flow for each type of customer.

Answer: A

Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customerengagement/on-premises/customize/enhance-business-p

NEW QUESTION # 203
A company uses Dynamics 365 Customer Service. The company installs Dynamics 365 Customer Service Insights.
The company wants to use dashboards to report phone calls and emails to monitor the productivity of representatives.
You need to perform the configuration.
Which configuration should you use? To answer, select the appropriate configurations in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation:
Box 1: Go to the Dynamics 365 Customer Service URL and choose the Dynamics 365 Customer Service Insights dashboard.
Customer Service Insights is now embedded in Dynamics 365 Customer Service. After it is enabled, this experience allows you to start seeing historical analytics directly within the Customer Service environment.
Several reports and dashboards can be viewed by your management team.
Box 2: Channel
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/introduction-customer-service-analytics

NEW QUESTION # 204
Which two statements regarding standard service-level agreements (SLAs) are true? Each correct answer presents a complete solution.

A. Standard SLAs record failure time on the entity record itself.
B. You can only pause enhanced SLAs.
C. You can create SLAs for entities other than the Case entity.
D. You must use an enhanced SLA to define multiple success criteria.

Answer: B,C

Explanation:

https://community.dynamics.com/365/b/dynamics365enterprisecloudfronts/posts/how-to-pause- sla-in-dynamics-365

NEW QUESTION # 205
You are a Dynamics 365 for Customer Service administrator.
Your company is trying to determine whether it needs to use standard or enhanced service-level agreements (SLAs).
You need to configure SLAs based on the requirements.
Which type of SLAs should you use? To answer, select the appropriate option in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

NEW QUESTION # 206
You are a customer service representative using Dynamics 365 for Customer Service.
You need to identify and eliminate duplicate cases.
What should you do?

A. Configure Dynamics 365 AI for Customer Service
B. Use business rules
C. Use parent-child case relationships
D. Merge cases

Answer: B

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

NEW QUESTION # 207
......

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