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Microsoft MB-230 Exam Syllabus Topics:

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

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q134-Q139):

NEW QUESTION # 134
You are a Dynamics 365 for Customer Service administrator. You are using Voice of the Customer and are reviewing survey A survey responder marked 10 percent for overall satisfaction.
You need to ask additional questions based on the response.
Which four 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:

1 - Create a new response routing
2 - Add a response condition and the question...
3 - Select values for the Operator, Comparison Value, and Answer fields.
4 - Add a response action and scope
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design-advancedsurvey


NEW QUESTION # 135
You are using Dynamics 365 for Customer Service.
You need to automate the process of adding cases to a queue.
What should you do?

Answer: D

Explanation:
Section: Topic 3, Manage queues, entitlements, and SLAs


NEW QUESTION # 136
A company uses Dynamics 365 Customer Service. The company connects chatbots to its Omnichannel configuration.
The chatbot does not escalate calls to agents.
You need to troubleshoot the chatbot issue.
In which order should you perform the actions? To answer, move all actions from the list of actions to the answer area and arrange them in the correct order.
NOTE: More than one order of answer choices is correct. You will receive credit for any of the correct orders you select.

Answer:

Explanation:

Explanation:


NEW QUESTION # 137
A customer has a Customer Service environment.
The customer plans to use service scheduling.
You need to install the service scheduling.
What should you use to install the service scheduling?

Answer: C


NEW QUESTION # 138
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.

Answer:

Explanation:

Explanation


NEW QUESTION # 139
......

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