Top MB-230 Valid Exam Review | High Pass-Rate MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant 100% Pass

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Microsoft MB-230 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Implement Connected Customer Service10%- Manage Connected Customer Service scenarios
  • 1. Manage customer assets
  • 2. Configure proactive service
  • 3. Configure asset management
- Configure IoT integration
  • 1. Configure IoT alerts
  • 2. Manage IoT devices
  • 3. Create cases from IoT alerts
Topic 2: Implement multi-session experiences for Customer Service20%- Configure the Customer Service workspace
  • 1. Configure productivity tools
  • 2. Configure session management
  • 3. Configure apps and templates
  • 4. Configure notifications
- Manage channels
  • 1. Configure Chat
  • 2. Configure Voice
  • 3. Configure Microsoft Teams integration
  • 4. Configure SMS
- Configure and manage Omnichannel
  • 1. Configure agent scripts
  • 2. Configure work streams and queues
  • 3. Manage context variables
  • 4. Configure routing and assignment
Topic 3: Manage analytics, visualizations, and insights10%- Manage insights
  • 1. Analyze conversation insights
  • 2. Monitor and improve service with analytics
  • 3. Analyze Omnichannel insights
- Configure Customer Service Insights
  • 1. Configure Power BI integration
  • 2. Configure dashboards and charts
  • 3. Configure Customer Service historical analytics
Topic 4: Implement routing10%- Manage queues and routing
  • 1. Create and manage queues
  • 2. Configure routing rules
  • 3. Configure advanced routing rules
- Configure unified routing
  • 1. Configure work distribution
  • 2. Configure assignment methods
  • 3. Configure work classification
Topic 5: Manage entitlements and SLAs15%- Create and manage SLAs
  • 1. Define and configure SLA KPIs
  • 2. Create SLA items and actions
  • 3. Use hierarchical SLA configurations
  • 4. Enable SLAs for entities
- Create and manage entitlements
  • 1. Apply entitlements to cases
  • 2. Create and activate entitlements
  • 3. Define and manage entitlement templates
Topic 6: Implement Microsoft Power Platform10%- Configure Power Virtual Agents
  • 1. Create chatbots
  • 2. Integrate chatbots with Customer Service
  • 3. Configure topics and entities
- Configure Power Automate
  • 1. Use Common Data Service connector
  • 2. Configure triggers and actions
  • 3. Create and manage flows
Topic 7: Manage cases and Knowledge Management20%- Create and manage cases
  • 1. Use case routing rules
  • 2. Create case and child case
  • 3. Identify and create cases from activities
  • 4. Customize case views
  • 5. Analyze cases with interactive dashboards
- Manage Knowledge Management
  • 1. Use knowledge article templates
  • 2. Manage the Knowledge Management lifecycle
  • 3. Create and manage knowledge articles
  • 4. Configure entities for Knowledge Management
Topic 8: Implement scheduling5%- Manage services
  • 1. Define service activities
  • 2. Schedule service activities
- Manage resources
  • 1. Define resources and resource groups
  • 2. Configure resource calendars and working hours

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q13-Q18):

NEW QUESTION # 13
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:

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-queues-manage-activities-cases


NEW QUESTION # 14
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:

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 # 15
You need to configure the correct settings.
Which settings should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation
Graphical user interface, text, application, email Description automatically generated


NEW QUESTION # 16
You need to set up the analytics functionality.
What should you do?

Answer: C

Explanation:
Explanation
Customer Service Insights is now embedded in Dynamics 365 Customer Service. After it is enabled, this experience allows you to start seeing historical analytics directly within the Customer Service environment.
Several reports and dashboards can be viewed by your management team.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/introduction-customer-service-analytics


NEW QUESTION # 17
You are a Dynamics 365 for Customer Service administrator.
You need to import cases from a file without applying routing rules.
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/create-rulesautomatically


NEW QUESTION # 18
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