Microsoft Latest MB-230 Exam Topics: Microsoft Dynamics 365 Customer Service Functional Consultant - Actual4test Test Engine Simulation

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

>> Latest MB-230 Exam Topics <<

HOT Latest MB-230 Exam Topics - Microsoft Microsoft Dynamics 365 Customer Service Functional Consultant - The Best MB-230 Original Questions

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q19-Q24):

NEW QUESTION # 19
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-be


NEW QUESTION # 20
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:

Explanation


NEW QUESTION # 21
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 # 22
You are a Dynamics 365 for Customer Service administrator.
You must track time against enhanced service-level agreements (SLAs).
You need to add a timer.
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

References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/add-timer-forms-tracktim


NEW QUESTION # 23
A company uses Dynamics 365 for Customer Service.
You need to document the case resolution process.
How are each of the cases resolved? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation

References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/customer-service-hubuse


NEW QUESTION # 24
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