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Microsoft MB-230 Exam Syllabus Topics:

SectionObjectives
Topic 1: Configure Dynamics 365 Customer Service- Manage cases and queues
  • 1. Queue configuration and routing
    • 2. Case lifecycle management
      - Configure customer service applications
      • 1. Set up Dynamics 365 Customer Service app
        • 2. Configure basic system settings
          Topic 2: Analyze and improve customer service insights- Reporting and dashboards
          • 1. Use analytics in Customer Service
            Topic 3: Implement omnichannel for customer service- Omnichannel setup
            • 1. Chat, voice, and messaging configuration
              • 2. Routing and work distribution
                Topic 4: Manage service level agreements (SLAs) and entitlements- Entitlements
                • 1. Create and manage entitlements
                  - SLAs configuration
                  • 1. Track SLA compliance
                    • 2. Define SLA KPIs
                      Topic 5: Manage cases and knowledge- Knowledge management
                      • 1. Search and knowledge usage
                        • 2. Knowledge articles creation and lifecycle
                          - Case management
                          • 1. Create and resolve cases
                            • 2. Automate case routing

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                              Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q122-Q127):

                              NEW QUESTION # 122
                              You are a Dynamics 365 Customer Service system administrator for Contoso, Ltd.
                              You need to automatically create cases from emails sent to the support@contoso.com email address.
                              Solution: Create an automatic record creation and update rule. Set the Activity type to Email, and then select the queue. Configure conditions for record creation.
                              Does the solution meet the goal?

                              Answer: B


                              NEW QUESTION # 123
                              A company uses Dynamics 365 Customer Sen/ice.
                              Agents note that when a customer calls, they are unable to view all activities associated with the customer and the customer's company.
                              Agents must be able to view tasks, appointments, phone calls, emails, notes, and system and user posts.
                              You create a model-driven app to display the information.
                              You need to configure the model-driven app main form.
                              Which two actions should you perform? Each correct answer presents part of the solution.
                              NOTE: Each correct selection is worth one point.

                              Answer: C,E


                              NEW QUESTION # 124
                              A company needs to publish knowledge base ankles.
                              You need to identify the process of publishing an article.
                              In which order should you recommend the actions be performed? To answer, move all actions from the list of actions to the answer area and arrange them in the correct order.

                              Answer:

                              Explanation:

                              Explanation:


                              NEW QUESTION # 125
                              You create an entitlement that decreases the total terms when cases are created.
                              You need to identify what will cause the value of the remaining terms of an entitlement to be incremented or decremented.
                              What are two possible causes that you can identify? Each correct answer presents a complete solution.

                              Answer: A,B


                              NEW QUESTION # 126
                              You need to create the SLAs.
                              Which three SLAs should you create? Each correct answer presents part of the solution.
                              NOTE: Each correct selection is worth one point.

                              Answer: A,B,C

                              Explanation:

                              An email alert must be sent to representatives for SLA violations as follows: HMO 2 hours prior and PPO 1 hour prior.


                              NEW QUESTION # 127
                              ......

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