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Microsoft MB-230 Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Manage analytics, visualizations, and insights	5-9%	- Create and manage dashboards and reports 1. Build custom dashboards and visualizations 2. Use out-of-box Customer Service reports - Implement Customer Voice surveys and feedback
Topic 2: 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
Topic 3: Implement Connected Customer Service	2-6%	- Set up IoT and field service integration
Topic 4: Implement scheduling	10-14%	- Configure service scheduling 1. Define service activities and requirements 2. Implement scheduling rules and availability 3. Set up resources and resource groups
Topic 5: Manage cases and knowledge management	51-55%	- Configure Dynamics 365 Copilot for Service - Implement knowledge management 1. Create and manage knowledge articles 2. Integrate knowledge with cases and portals 3. Configure knowledge search and recommendations - Create and manage cases 1. Implement case routing and queues 2. Manage case hierarchies and relationships 3. Configure case types and statuses
Topic 6: Implement routing and work distribution	2-6%	- Configure unified routing 1. Define routing rules and decision trees 2. Set up workstreams and queues
Topic 7: 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. Configure SLA actions and warnings 2. Define SLA KPIs and timelines 3. Manage SLA calculations and pauses
Topic 8: Implement Customer Service multi-session experience	5-9%	- Configure Customer Service workspace 1. Integrate channels and productivity tools 2. Set up app profiles and session templates

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q151-Q156):

NEW QUESTION # 151
You are implementing Dynamics 365 for Customer Service.
You need to set up available working hours to help desk representatives who have varying schedules.
What should you do? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

NEW QUESTION # 152
You have a Microsoft Dynamics 365 environment and you are using Unified Service Desk (USD) in a call center scenario. Users must be able to ask their customers questions that will trigger defined follow on actions.
You need to provide users with guidance for their customer interactions.
What should you use?

A. knowledge management
B. CRM workflows
C. agent scripts
D. CRM dialogs

Answer: C

NEW QUESTION # 153
You release an item from a queue.
What is the outcome?

A. The current routing rule is applied.
B. The value from the Worked By field is removed.
C. The record is removed from the current queue and placed in the user's personal queue.
D. The record is returned to the originating queue.

Answer: D

Explanation:

NEW QUESTION # 154
Hotspot Question
A computer repair company employs technicians. Some technicians fix hardware issues and some fix software issues.
A case is opened for each customer call. Technicians are sent to customers' homes when issues cannot be fixed over the phone. The company implements Dynamics 365 Customer Service and wants to start scheduling the technicians' in-person appointments.
The requirements for scheduling appointments are as follows:
- Schedule an appointment with the technician who is located closest to a customer.
- Schedule an appointment based on whether the issue is hardware or
software.
- The dispatcher who schedules appointments must not be able to
configure the system.
You need to configure the system to meet the requirements.
Which options should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/manage-security-roles
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-edit-service-csh

NEW QUESTION # 155
You need to decide which action is applicable in the SLA.
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 Description automatically generated

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements

NEW QUESTION # 156
......

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