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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 Connected Customer Service10%- Configure IoT integration
  • 1. Configure IoT alerts
  • 2. Manage IoT devices
  • 3. Create cases from IoT alerts
- Manage Connected Customer Service scenarios
  • 1. Manage customer assets
  • 2. Configure proactive service
  • 3. Configure asset management
Manage cases and Knowledge Management20%- Manage Knowledge Management
  • 1. Configure entities for Knowledge Management
  • 2. Use knowledge article templates
  • 3. Create and manage knowledge articles
  • 4. Manage the Knowledge Management lifecycle
- Create and manage cases
  • 1. Analyze cases with interactive dashboards
  • 2. Customize case views
  • 3. Use case routing rules
  • 4. Identify and create cases from activities
  • 5. Create case and child case
Implement multi-session experiences for Customer Service20%- Manage channels
  • 1. Configure Chat
  • 2. Configure SMS
  • 3. Configure Microsoft Teams integration
  • 4. Configure Voice
- Configure the Customer Service workspace
  • 1. Configure notifications
  • 2. Configure session management
  • 3. Configure apps and templates
  • 4. Configure productivity tools
- Configure and manage Omnichannel
  • 1. Configure routing and assignment
  • 2. Manage context variables
  • 3. Configure agent scripts
  • 4. Configure work streams and queues
Implement routing10%- Manage queues and routing
  • 1. Configure advanced routing rules
  • 2. Configure routing rules
  • 3. Create and manage queues
- Configure unified routing
  • 1. Configure assignment methods
  • 2. Configure work classification
  • 3. Configure work distribution
Implement Microsoft Power Platform10%- Configure Power Virtual Agents
  • 1. Create chatbots
  • 2. Configure topics and entities
  • 3. Integrate chatbots with Customer Service
- Configure Power Automate
  • 1. Use Common Data Service connector
  • 2. Configure triggers and actions
  • 3. Create and manage flows
Manage entitlements and SLAs15%- Create and manage SLAs
  • 1. Enable SLAs for entities
  • 2. Use hierarchical SLA configurations
  • 3. Define and configure SLA KPIs
  • 4. Create SLA items and actions
- Create and manage entitlements
  • 1. Create and activate entitlements
  • 2. Apply entitlements to cases
  • 3. Define and manage entitlement templates
Manage analytics, visualizations, and insights10%- Manage insights
  • 1. Analyze conversation insights
  • 2. Analyze Omnichannel insights
  • 3. Monitor and improve service with analytics
- Configure Customer Service Insights
  • 1. Configure dashboards and charts
  • 2. Configure Customer Service historical analytics
  • 3. Configure Power BI integration

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q370-Q375):

NEW QUESTION # 370
A company is evaluating Dynamics 365 Customer Service Insights.
The company decides to use the sample data environment to expedite the evaluation process.
You need to recommend a dashboard.
Which dashboard should you recommend? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation:

Reference:
https://docs.microsoft.com/en-us/dynamics365/ai/customer-service-insights/dashboard-kpi-summary
https://docs.microsoft.com/en-us/dynamics365/ai/customer-service-insights/dashboard-case-resolutions


NEW QUESTION # 371
You are using Dynamics 365 Customer Service. You are viewing a knowledge base (KB) article from a case record. Knowledge management is set up to use an external portal.
You need to link the article to the case and share the article with the customer.
What is the solution for each requirement? To answer, select the appropriate options in the answer area.
NOTE:Each correct selection is worth one point.

Answer:

Explanation:

Explanation
Text Description automatically generated

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/find-knowledge-articles-within-record-dynamic


NEW QUESTION # 372
You are implementing Omnichannel for Customer Service for a company.
The company has the following requirements:
The Knowledgebase article search tab must open when a new chat conversation begins.

The Chat Session template must be in expanded mode for the agents.

You need to complete the implementation to meet the requirements.
Which configuration should you use for each requirement? To answer, select the appropriate options in the answer area.

Answer:

Explanation:

Explanation:
Box 1: Docked
Communication panel mode - Select the default mode of the panel when a session is started. Choose one of the following:
Docked: The panel will be in expanded mode.
Minimized: The panel will be in minimized mode.
Hidden: The panel will be hidden.
Box 2: Entity Search
Manage application tab templates, Search, The following parameters are available for the entity search page type.
searchType - Define to use Relevance search or Categorized search.
searchText - Define the string you want to search.
Reference:
https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/session-templates
https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/application-tab-templates


NEW QUESTION # 373
You need to add the confirmation step for cases.
What should you edit?

Answer: D

Explanation:
Explanation
A confirmation section must be added before the resolve section.
Example: Add an on-demand action to a business process flow.
The Dynamics 365 (online), version 9.0 update introduces a business process flow feature: business process flow automation with Action Steps. You can add a button to a business process flow that will trigger an action or workflow.
Reference:
https://docs.microsoft.com/en-us/power-automate/create-business-process-flow#add-an-on-demand-action-to-a-b


NEW QUESTION # 374
You are provisioning Omnichannel for Customer Service.
You need to configure the system.
What should you do? To answer, select the appropriate options in the answer area NOTE: Each correct selection is worth one point.

Answer:

Explanation:


NEW QUESTION # 375
......

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