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Microsoft MB-230 Exam Syllabus Topics:

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

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q44-Q49):

NEW QUESTION # 44
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:


NEW QUESTION # 45
You are a Dynamics 365 for Customer Service administrator.
Your company provides standard support contracts for 20 hours of email support. Phone is offered as a premium service in allotments of 10 incidents.
You need to set up an entitlement template for the standard support.
What should you configure?

Answer: C

Explanation:
Section: Topic 3, Manage queues, entitlements, and SLAs


NEW QUESTION # 46
You need to configure the options for the schedule.
Which options 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 Description automatically generated

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/resources-service-scheduling


NEW QUESTION # 47
A company has a Dynamics 365 Customer Service implementation that uses the voice channel feature.
Supervisors need to review reports to see how the representatives are performing on the following metrics:
* Percentage of calls that are answered within 30 seconds in the previous four hours.
* Number of calls that are rejected by each representative in the previous four hours.
You need to change the configuration of reports to ensure that they default to the requirements.
Which reports should you configure? To answer, drag the appropriate reports to the correct metrics. Each report 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:


NEW QUESTION # 48
You are a Dynamics 365 Customer Service system administrator for Contoso, Ltd.
You need to automatically create cases from emails sent to the support@contoso.com email address.
Solution: rule. Set the Activity type to Email, and then select the queue. Set Automatically reply to email to Yes and select Email template.
Does the solution meet the goal?

Answer: B


NEW QUESTION # 49
......

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