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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Implement Microsoft Power Platform integration | 2-6% | - Integrate Power Apps and Power Automate
|
| Topic 2: Manage analytics, visualizations, and insights | 5-9% | - Create and manage dashboards and reports
|
| Topic 3: Manage cases and knowledge management | 51-55% | - Implement knowledge management
- Create and manage cases
|
| Topic 4: Manage entitlements and service level agreements (SLAs) | 15-19% | - Configure entitlements
|
| Topic 5: Implement Customer Service multi-session experience | 5-9% | - Configure Customer Service workspace
|
| Topic 6: Implement scheduling | 10-14% | - Configure service scheduling
|
| Topic 7: Implement routing and work distribution | 2-6% | - Configure unified routing
|
| Topic 8: Implement Connected Customer Service | 2-6% | - Set up IoT and field service integration |
Windows, Mac, iOS, Android, and Linux support this MB-230 practice exam. The desktop Microsoft Dynamics 365 Customer Service Functional Consultant (MB-230) practice test software is similar to the web-based MB-230 format as far as its features are concerned. But it works offline only on the Windows operating system. The offline MB-230 Practice Exam can be taken easily just by just installing the software on your Windows laptop or computer. All three Microsoft Dynamics 365 Customer Service Functional Consultant (MB-230) formats of Itexamguide are according to the latest content of the Microsoft MB-230 examination.
NEW QUESTION # 189
You are implementing Omnichannel for Customer Service for a hospital.
Each customer service agent has a chat capacity of 200.
The implementation requirements are as follows:
Each agent can take no more than two chats at a time.
A new conversation must auto assign to an available agent.
You need to select the conversation options to meet the requirements.
Which options should you configure?
Answer:
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/unified-routing-work-distribution
NEW QUESTION # 190
A company uses Dynamics 365 Customer Service and Microsoft Teams.
A project requires the creation of an automated tool to provide recommendations when addressing specific client needs. The tool must be interactive and allow agents to best serve their client base. All communications will be run through Teams chat You need to configure the smart assist chatbot In which order should you perform the actions? To answer, move all actions from the list of actions to the answer area and arrange them in the correct order.
Answer:
Explanation:
Explanation
Configure the chatbot App settings file12.
Publish the webapp to the Microsoft Azure tenant12.
Update the chatbot messaging endpoint12.
Enable the Teams channel12.
Set the Smart Assist Admin configuration3.
Test the chatbot12.
For more information, you can refer to the following links:
Build a smart assist bot
Manage smart assist
NEW QUESTION # 191
You are using Dynamics 365 Customer Service to create and activate entitlements.
Customer service representatives state that the entitlement status is set to Waiting, and they cannot use the entitlement. You must ensure customer service representatives can use the entitlement.
You need to identify the entitlement issue.
What is the cause of the issue?
Answer: C
NEW QUESTION # 192
An organization uses Dynamics 365 Customer Service. The customer service queue is not implemented.
Customer service representatives (CSRs) are unable to keep up with an influx of email inquiries. Other employees must read and respond to messages that are routed to a customer service queue.
You need to create a queue for customer service emails.
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
Timeline Description automatically generated with medium confidence
Create a queue in Customer Service app
To create or edit a queue
Go to Settings > Service Management.
Select Queues. (Step 1)
To create a new queue, select New. (Step 2)
Fill in the details.
Select Save.
Step 3: Change the queue type to Public
Other employees must read and respond to messages that are routed to a customer service queue.
In Customer Service, you can create two types of queues:
Public queues: Create to let everyone in the organization view the queue and all of its items.
Private queues: Create with limited set of members to help those members easily view the queue items in that queue. Private queues streamline queue items for the members of that queue only and help to remove clutter from other user's views.
NEW QUESTION # 193
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 # 194
......
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