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Microsoft MB-230 Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: 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
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 routing and work distribution	2-6%	- Configure unified routing 1. Define routing rules and decision trees 2. Set up workstreams and queues
Topic 5: Implement Customer Service multi-session experience	5-9%	- Configure Customer Service workspace 1. Set up app profiles and session templates 2. Integrate channels and productivity tools
Topic 6: Manage entitlements and service level agreements (SLAs)	15-19%	- Configure entitlements 1. Define entitlement terms and restrictions 2. Associate entitlements with customers and cases - Implement SLAs 1. Define SLA KPIs and timelines 2. Manage SLA calculations and pauses 3. Configure SLA actions and warnings
Topic 7: Manage cases and knowledge management	51-55%	- Configure Dynamics 365 Copilot for Service - Create and manage cases 1. Configure case types and statuses 2. Manage case hierarchies and relationships 3. Implement case routing and queues - Implement knowledge management 1. Integrate knowledge with cases and portals 2. Configure knowledge search and recommendations 3. Create and manage knowledge articles
Topic 8: 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

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q144-Q149):

NEW QUESTION # 144
You are a Dynamics 365 for Customer Service administrator creating surveys for Voice of the Customer.
You must display the question: Have you used the product before? If the response is Yes, you must display additional questions concerning the product. If the answer is No, you must display a different set of questions concerning other products.
You need to select a survey feature to use.
Which survey feature should you use?

A. Basic
B. Answer tag
C. Response routing
D. List of ratings
E. Piping

Answer: C

Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design- advanced-survey#design-interactive-surveys-by-using-response-routing

NEW QUESTION # 145
You view the interactive dashboard in the Microsoft Dynamics 365 Customer Service Hub.

Use the drop-down menus to select the answer choice that answers each question based on the information presented in the graphic.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation

NEW QUESTION # 146
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:

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

NEW QUESTION # 147
You are a Dynamics 365 system administrator.
Your customer service team must define goal metrics to track and measure all resolved cases.
You need to create a goal metric with a rollup field.
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

References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/sales-enterprise/create-edit-goal-metric

NEW QUESTION # 148
Drag and Drop Question
A company implements Dynamics 365 Customer Service.
You must create an external-facing website that allows customers to perform the following tasks:
- View the status of open support incidents.
- Search knowledge base articles.
- Access support discussion forums.
- Update customer profile information.
You need to create the portal.
Which four 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:

NEW QUESTION # 149
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