Valid Test MB-230 Experience - MB-230 Free Test Questions

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Microsoft MB-230 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Manage analytics, visualizations, and insights10%- Manage insights
  • 1. Monitor and improve service with analytics
  • 2. Analyze Omnichannel insights
  • 3. Analyze conversation insights
- Configure Customer Service Insights
  • 1. Configure Customer Service historical analytics
  • 2. Configure dashboards and charts
  • 3. Configure Power BI integration
Topic 2: Implement routing10%- Configure unified routing
  • 1. Configure work distribution
  • 2. Configure work classification
  • 3. Configure assignment methods
- Manage queues and routing
  • 1. Configure routing rules
  • 2. Configure advanced routing rules
  • 3. Create and manage queues
Topic 3: Manage entitlements and SLAs15%- Create and manage SLAs
  • 1. Define and configure SLA KPIs
  • 2. Enable SLAs for entities
  • 3. Create SLA items and actions
  • 4. Use hierarchical SLA configurations
- Create and manage entitlements
  • 1. Create and activate entitlements
  • 2. Apply entitlements to cases
  • 3. Define and manage entitlement templates
Topic 4: Implement multi-session experiences for Customer Service20%- Configure and manage Omnichannel
  • 1. Configure routing and assignment
  • 2. Manage context variables
  • 3. Configure agent scripts
  • 4. Configure work streams and queues
- Manage channels
  • 1. Configure Microsoft Teams integration
  • 2. Configure SMS
  • 3. Configure Voice
  • 4. Configure Chat
- Configure the Customer Service workspace
  • 1. Configure apps and templates
  • 2. Configure session management
  • 3. Configure productivity tools
  • 4. Configure notifications
Topic 5: Manage cases and Knowledge Management20%- Create and manage cases
  • 1. Create case and child case
  • 2. Customize case views
  • 3. Identify and create cases from activities
  • 4. Analyze cases with interactive dashboards
  • 5. Use case routing rules
- Manage Knowledge Management
  • 1. Manage the Knowledge Management lifecycle
  • 2. Configure entities for Knowledge Management
  • 3. Use knowledge article templates
  • 4. Create and manage knowledge articles
Topic 6: Implement Microsoft Power Platform10%- Configure Power Automate
  • 1. Use Common Data Service connector
  • 2. Configure triggers and actions
  • 3. Create and manage flows
- Configure Power Virtual Agents
  • 1. Configure topics and entities
  • 2. Integrate chatbots with Customer Service
  • 3. Create chatbots
Topic 7: 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. Configure asset management
  • 3. Manage customer assets
Topic 8: Implement scheduling5%- 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

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q146-Q151):

NEW QUESTION # 146
Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.
After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.
Your company provides clients with Dynamics 365 for Customer Service Voice of the Customer employee satisfaction surveys. The company has a standardized set of survey questions named Satisfaction Survey.
You need to customize the survey for each client.
Solution: Open the source survey and the new survey. Drag the questions from the source survey to the new survey. Then customize the questions.
Does the solution meet the goal?

Answer: A

Explanation:
Section: Topic 4, Configure Voice of the Customer


NEW QUESTION # 147
Hotspot Question
You are modifying the phone-to-case process in Dynamics 365 Customer Service. You create a flow by using PowerApps as shown in the exhibit. (Click the Exhibit tab.)

You must modify the business process flow to include the check-email step at the beginning of the research stage.
Use the drop-down menus to select the answer choice that answers each question based on the information presented in the graphic.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:


NEW QUESTION # 148
You are setting up channels for Omnichannel for Customer Service.
You want to set up a channel for a WhatsApp app.
You need to configure the channel.
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:

Explanation:


NEW QUESTION # 149
You are implementing Omnichannel for Customer Service for a company.
The company has the following requirements:
The Knowledgebase article search tab must open when a new chat conversation begins.

The Chat Session template must be in expanded mode for the agents.

You need to complete the implementation to meet the requirements.
Which configuration should you use for each requirement? To answer, select the appropriate options in the answer area.

Answer:

Explanation:

Explanation:
Box 1: Docked
Communication panel mode - Select the default mode of the panel when a session is started. Choose one of the following:
Docked: The panel will be in expanded mode.
Minimized: The panel will be in minimized mode.
Hidden: The panel will be hidden.
Box 2: Entity Search
Manage application tab templates, Search, The following parameters are available for the entity search page type.
searchType - Define to use Relevance search or Categorized search.
searchText - Define the string you want to search.
Reference:
https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/session-templates
https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/application-tab-templates


NEW QUESTION # 150
You are customizing a Dynamics 365 for Customer Service implementation.
The call center manager requires a visual representation that includes the number of resolved cases by month for each call center agent. The chart must be visible to all users within the service area.
You need to create the chart.
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:

1 - Navigate to Settings, and then select Solutions...
2 - In the solution, navigate to the Case entity and select Charts
3 - Create and configure the chart


NEW QUESTION # 151
......

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