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Microsoft MB-230 Exam Syllabus Topics:

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

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q114-Q119):

NEW QUESTION # 114
You need to select the feature for each parameter.
Which feature should you use for each parameter? 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/create-operating-hours

NEW QUESTION # 115
You need to configure the queues.
Which configurations should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation
Box 1: Record Creation and Update rule
Reduce the need for manually creating cases from incoming emails and increase the efficiency of customer service agents by creating automatic case creation rules in Dynamics 365 Customer Service.
Box 2: Routing Rule
Unified routing is an intelligent, scalable, and enterprise-grade routing and assignment capability that can direct the incoming work item to the best-suited queue and agent by adhering to work item requirements and matching them with the agent's capabilities.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/automatically-create-case-from-email
https://docs.microsoft.com/en-us/dynamics365/customer-service/overview-unified-routing

NEW QUESTION # 116
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:

Explanation

NEW QUESTION # 117
Hotspot Question
A company uses Dynamics 365 Customer Service to provide product support to customers. Only employees are included in the company's Azure Active Directory.
You need to configure the system to meet the following requirements.
- You must minimize the effort required to complete any required
configuration tasks.
- Create a website for external customers to open support tickets and
see the status of open issues.
- Ensure that customers are set up to use this website.
What should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation:
Box 1: Create a portal by using the Customer self-service template
Create a website for external customers to open support tickets and see the status of open issues.
The Customer portal is a Power Apps portals template that lets companies create an externally facing business-to-business (B2B) website for scenarios that are related to sales order processing.
Customer self-service portal: A customer self-service portal enables customers to access self- service knowledge, support resources, view the progress of their cases, and provide feedback.
Its powerful self-service functionality guides customers to the answers they seek without human intervention or by connecting them to your most qualified agent for the task if the issue can't be resolved client-side autonomously.
Box 2: Ensure that all customers have an account record.
Ensure that customers are set up to use this website.
Note: Using the standard functionality, if I login to the Customer Service Portal I can create a new case linked either to myself as a Contact or to my related company as an Account (assuming that the Account is specificed on my contact record in Dynamics 365 CE).
Reference:
https://docs.microsoft.com/en-us/power-apps/maker/portals/portal-templates
https://docs.microsoft.com/en-us/dynamics365/supply-chain/sales-marketing/customer-portal- overview
https://readyxrm.blog/2019/07/04/dynamics-365-customer-self-service-powerapps-portals- creating-a-case-on-behalf-of-another-account/

NEW QUESTION # 118
A company uses Omnichannel for Customer Service. An administrator creates a report. You must change reports to intraday insight reports without using customization. You need to determine why you are unable to switch to the intraday insight reports. What is the issue?

A. Only administrators can configure the intraday insight reports.
B. The intraday insight reports need to be created in FetchXML first.
C. The intraday insight reports must be configured from Dynamics 365 Customer Service settings.
D. Users can configure only their own intraday insight reports.

Answer: D

NEW QUESTION # 119
......

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