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Microsoft MB-230 Exam Syllabus Topics:

SectionWeightObjectives
Implement scheduling5%- Manage services
  • 1. Schedule service activities
  • 2. Define service activities
- Manage resources
  • 1. Configure resource calendars and working hours
  • 2. Define resources and resource groups
Implement routing10%- Manage queues and routing
  • 1. Configure advanced routing rules
  • 2. Create and manage queues
  • 3. Configure routing rules
- Configure unified routing
  • 1. Configure assignment methods
  • 2. Configure work distribution
  • 3. Configure work classification
Manage entitlements and SLAs15%- Create and manage SLAs
  • 1. Enable SLAs for entities
  • 2. Define and configure SLA KPIs
  • 3. Create SLA items and actions
  • 4. Use hierarchical SLA configurations
- Create and manage entitlements
  • 1. Apply entitlements to cases
  • 2. Define and manage entitlement templates
  • 3. Create and activate entitlements
Implement multi-session experiences for Customer Service20%- Manage channels
  • 1. Configure Voice
  • 2. Configure SMS
  • 3. Configure Microsoft Teams integration
  • 4. Configure Chat
- Configure and manage Omnichannel
  • 1. Configure agent scripts
  • 2. Configure routing and assignment
  • 3. Manage context variables
  • 4. Configure work streams and queues
- Configure the Customer Service workspace
  • 1. Configure notifications
  • 2. Configure productivity tools
  • 3. Configure session management
  • 4. Configure apps and templates
Manage analytics, visualizations, and insights10%- Configure Customer Service Insights
  • 1. Configure Customer Service historical analytics
  • 2. Configure dashboards and charts
  • 3. Configure Power BI integration
- Manage insights
  • 1. Monitor and improve service with analytics
  • 2. Analyze Omnichannel insights
  • 3. Analyze conversation insights
Manage cases and Knowledge Management20%- Create and manage cases
  • 1. Customize case views
  • 2. Use case routing rules
  • 3. Identify and create cases from activities
  • 4. Create case and child case
  • 5. Analyze cases with interactive dashboards
- Manage Knowledge Management
  • 1. Create and manage knowledge articles
  • 2. Use knowledge article templates
  • 3. Manage the Knowledge Management lifecycle
  • 4. Configure entities for Knowledge Management
Implement Connected Customer Service10%- Configure IoT integration
  • 1. Manage IoT devices
  • 2. Configure IoT alerts
  • 3. Create cases from IoT alerts
- Manage Connected Customer Service scenarios
  • 1. Configure proactive service
  • 2. Manage customer assets
  • 3. Configure asset management
Implement Microsoft Power Platform10%- Configure Power Automate
  • 1. Configure triggers and actions
  • 2. Use Common Data Service connector
  • 3. Create and manage flows
- Configure Power Virtual Agents
  • 1. Integrate chatbots with Customer Service
  • 2. Create chatbots
  • 3. Configure topics and entities

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q92-Q97):

NEW QUESTION # 92
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.

Answer:

Explanation:

Explanation


NEW QUESTION # 93
You are customizing a Dynamics 365 Customer Service implementation for a call center.
The call center wants to enable SMS as a channel for the customer service department.
You need to complete the SMS channel configuration.
Which account information should you use for each provider? To answer, drag the appropriate types of account information to the correct SMS channel provider. Each type of account information 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:

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-sms-channel-twilio
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-sms-channel


NEW QUESTION # 94
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 # 95
A service manager discovers a high number of cases in the agent queues. Cases are created manually but can be reassigned using a workflow or custom API.
The manager needs to know whether cases are getting duplicated because of simultaneous case creation or simultaneous case assignment.
You need to identify the number of cases that are created in each scenario.
How many cases are created? To answer, drag the appropriate cases created options to the correct simultaneous actions. Each cases created option 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:

Explanation:
Graphical user interface, application Description automatically generated

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-queues-manage-activities-cases


NEW QUESTION # 96
A company is developing a Power Virtual Agents chatbot that integrates with Dynamics 365 Omnichannel for Customer Service. The company has offices in Africa and South America.
You need to deploy Power Virtual Agents (PVAs) to all supported countries/regions.
To which three geographies should you deploy the PVAs? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

Answer: A,D,E

Explanation:
https://learn.microsoft.com/en-us/power-virtual-agents/data-location?tabs=web


NEW QUESTION # 97
......

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