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Microsoft MB-230 Exam Syllabus Topics:

TopicDetails
Topic 1
  • Extend Customer Service by Using Microsoft Power Platform: Microsoft functional consultants enhance their expertise by learning to configure model-driven apps tailored for Customer Service scenarios. The topic includes creating custom apps to meet specific business needs and implementing Copilot Studio to automate and enhance service workflows.
Topic 2
  • Implement Dynamics 365 Contact Center: This topic prepares Microsoft functional consultants to deploy and configure Dynamics 365 Contact Center solutions. Key areas include managing communication channels to offer multichannel customer support, implementing agent productivity features for efficient task handling, and setting up agent workspaces for streamlined operations.
Topic 3
  • Manage Cases, Knowledge Management, and Feedback: This topic equips Microsoft functional consultants to create and manage cases effectively, ensuring smooth resolution processes. The subject explores configuring foundational Customer Service components, enabling the use of Knowledge Management to streamline information sharing. Additionally, capturing customer feedback with Customer Voice empowers consultants to gather actionable insights.
Topic 4
  • Implement Scheduling and Routing: This section trains Microsoft functional consultants to configure service scheduling for optimizing resource allocation. It includes setting up routing processes to ensure customer inquiries are directed to the appropriate channels or personnel. The focus on scheduling and routing prepares consultants to design seamless workflows and reduce response time, improving overall operational efficiency within Customer Service environments.

The MB-230 Exam covers topics such as case management, customer service analytics, customization and configuration, entitlements and service level agreements, and knowledge management. Through MB-230 exam, candidates will learn how to effectively manage the entire customer service process from receipt of a customer inquiry to resolution of a case. They will also become proficient in identifying and addressing customer trends and issues, as well as leveraging data analytics to drive continuous improvement of the customer experience.

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New Microsoft MB-230 Dumps Files - MB-230 Test Dumps Pdf

Likewise, Web-Based Microsoft MB-230 exam questions are supported by all the major browsers like Chrome, Opera, Safari, Firefox, and IE. In the same way, the Web-based Microsoft Dynamics 365 Customer Service Functional Consultant pdf exam requires no special plugin. Lastly, the web-based Microsoft Dynamics 365 Customer Service Functional Consultant (MB-230) practice exam is customizable and requires an active Internet connection.

Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q18-Q23):

NEW QUESTION # 18
You are setting up channels for Omnichannel for Customer Service.
You want to set up a channel for a WhatsApp app.
You need to configure the channel.
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:

Explanation:


NEW QUESTION # 19
You are customizing a Dynamics 365 Customer Service implementation for a call center.
The call center wants to enable SMS as a channel for the customer service department.
You need to complete the SMS channel configuration.
Which account information should you use for each provider? To answer, drag the appropriate types of account information to the correct SMS channel provider. Each type of account information 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:

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-sms-channel-twilio
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-sms-channel


NEW QUESTION # 20
You are customizing a Dynamics 365 for Customer Service implementation.
The call center manager requires a visual representation that includes the number of resolved cases by month for each call center agent. The chart must be visible to all users within the service area.
You need to create the chart.
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


NEW QUESTION # 21
You are modifying the phone-to-case process in Dynamics 365 Customer Service. You create a flow by using PowerApps as shown in the exhibit. (Click the Exhibit tab.)

You must modify the business process flow to include the check-email step at the beginning of the research stage.
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:

Reference:
https://docs.microsoft.com/en-us/power-automate/create-business-process-flow?context=/dynamics365/context/sales-context#edit-a-business-process-flow


NEW QUESTION # 22
You are a Dynamics 365 for Customer Service system administrator.
You need to create service-level agreements (SLAs) to meet company requirements.
What SLA types should you use? To answer, drag the appropriate SLA types to the correct requirements. Each SLA type 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:

References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/define-service-levelagree


NEW QUESTION # 23
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