MB-230 Free Sample Questions, Trustworthy MB-230 Dumps

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Microsoft MB-230 Exam Syllabus Topics:

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

>> MB-230 Free Sample Questions <<

HOT MB-230 Free Sample Questions - Latest Microsoft Trustworthy MB-230 Dumps: Microsoft Dynamics 365 Customer Service Functional Consultant

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q85-Q90):

NEW QUESTION # 85
A contact center superviser requires operations metrics by channel and sentiment analysis.
You need to install the Omnichannel insights dashboard for the company.
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.
NOTE: More than one order of answer chokes is correct. You will receive credit for any of the correct orders you select.

Answer:

Explanation:

1 - Verify that you have administrator privileges for Power BI and Omnichannel.
2 - Install Ominchannel Insights.
3 - Connect the Omnichannel Insights for Dynamics 365 app to get the data.
4 - Configure the Power BI dataset refresh frequency.
5 - Publish the app for the company.


NEW QUESTION # 86
You are an Omnichannel supervisor for a company.
The manager wants to improve response times and customer satisfaction.
You need to configure Omnichannel queues using standard functionality.
Which capabilities should you enable? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation:


NEW QUESTION # 87
You are an Omnichannel supervisor at a company. You install a dashboard in Power BI.
You need to ensure that managers are able to access the intraday insights dashboard.
What should you do?

Answer: A

Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-intraday-dashboard- supervisor


NEW QUESTION # 88
You are implementing Omnichannel for Customer Service for a call center.
The call center manager needs to be able to track agents' performance.
You need to configure the intraday insights dashboard to meet the requirement.
Which configurations should you use? 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 Description automatically generated

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-intraday-dashboard-supervisor


NEW QUESTION # 89
You ate a customer service representative for a company that uses Dynamics 365 Customer Service.
When customer service representatives find records that meet specific criteria, they must be able to do the following:
* Open the records in a new tab.
* Open a single record in a new session.
* Open a single record in an existing session on a new tab.
You need to meet the requirements.
Which two actions should you perform? Each correct answer part of a complete solution. NOTE: Each correct selection is worth one point.

Answer: C,E


NEW QUESTION # 90
......

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