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Microsoft MB-230 Exam Syllabus Topics:

Section	Weight	Objectives
Implement routing and work distribution	2-6%	- Configure unified routing 1. Set up workstreams and queues 2. Define routing rules and decision trees
Implement Customer Service multi-session experience	5-9%	- Configure Customer Service workspace 1. Set up app profiles and session templates 2. Integrate channels and productivity tools
Implement scheduling	10-14%	- Configure service scheduling 1. Implement scheduling rules and availability 2. Set up resources and resource groups 3. Define service activities and requirements
Implement Microsoft Power Platform integration	2-6%	- Integrate Power Apps and Power Automate 1. Connect Customer Service with other apps 2. Create custom forms and workflows
Implement Connected Customer Service	2-6%	- Set up IoT and field service integration
Manage analytics, visualizations, and insights	5-9%	- Create and manage dashboards and reports 1. Use out-of-box Customer Service reports 2. Build custom dashboards and visualizations - Implement Customer Voice surveys and feedback
Manage entitlements and service level agreements (SLAs)	15-19%	- Implement SLAs 1. Manage SLA calculations and pauses 2. Configure SLA actions and warnings 3. Define SLA KPIs and timelines - Configure entitlements 1. Define entitlement terms and restrictions 2. Associate entitlements with customers and cases
Manage cases and knowledge management	51-55%	- Configure Dynamics 365 Copilot for Service - Create and manage cases 1. Manage case hierarchies and relationships 2. Configure case types and statuses 3. Implement case routing and queues - Implement knowledge management 1. Configure knowledge search and recommendations 2. Integrate knowledge with cases and portals 3. Create and manage knowledge articles

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q139-Q144):

NEW QUESTION # 139
A company uses Dynamics 365 Customer Service.
Help desk representatives must be able to open multiple sessions. Each representative must have the same application experience when logging into the application. Agents must provide a standard response depending on what the customer issue is when someone calls in for support. The standardized response must use the same language each time.
You need to configure the required features.
What should you configure? To answer drag the appropriate configurations to the correct requirements. Each configuration 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.

Answer:

Explanation:

Explanation:

NEW QUESTION # 140
Case Study 1 - Humongous Insurance
Background
Humongous Insurance is contracted to process all insurance claims for a health facility that accepts the following types of health insurance:
* Health maintenance organization (HMO)
* Preferred-provider organization (PPO)
* Gold
Cases are classified as new claims, claim disputes, and follow-ups. Each insured person is entitled to open 25 new cases each calendar year.
Support representatives specialize by and process claims by insurance type.
Humongous Insurance currently accepts claims only by telephone. The call center is open from
06:00 GMT to 24:00 GMT daily. Call center staff work one of the following shifts: 06:00 GMT to
12:00 GMT, 12:00 GMT to 18:00 GMT, and 18:00 GMT to 24:00 GMT.
When a case is received by email, a staff member categorizes the case as email and closes the case immediately.
Current environment
* Humongous Insurance has three departments to handle claim types: HMO, PPO, and Gold.
* The company uses handwritten forms to send claims information to the correct department.
* Each department maintains a workbook to record calls received.
Requirements. Support desk
* Configure the system to track the number of insurance claims filed each year.
* Categorize claims by type as they are opened.
* Configure the system to track staff responsiveness to service-level agreements (SLAs).
* Ensure that business hours reflect the hours that support staff are scheduled.
Requirements. Case handling
* All new cases must be automatically placed into a queue based on insurance type after the type is selected.
* All insurance types need to be automatically moved to the proper queue when the subject is picked.
* All cases must be created and closed immediately when received.
* The status reason must be set to Email Sent or Phone Call.
* Information must be restricted by insurance and phone call type.
* Managers must be alerted when customers reach their limit of 25 cases for the year.
* Changes to cases must not be counted against entitlements until the case is closed.
Requirements. Disputes
* Claim disputes must be categorized as low priority.
* The status for all disputed cases must be set to Review by a Manager before a disputed case may be closed.
Requirements. Knowledge base
* A knowledge base must be used as a repository for all answers.
* Representatives must be able to search the knowledge base when opening a new case for similar claims.
* Representatives must be able to search across all entities at all times.
* Searches must check any field in the entity for matches in a single search.
* Searches must return results in a single list and sort the list so that the most relevant results appear at the top of the list.
* Representatives must be able to link the knowledge base to cases when applicable.
* Representatives must create a new knowledge base article if an answer is not found in the existing knowledge base.
* Representatives must be able to use SQL-like syntax to search the knowledge base.
Requirements. Service-level agreements
When a customer calls to open a claim, the company must respond to the caller within the following time frames:

Requirements. Alerts
* Cases must be flagged when they are past the SLA threshold.
* An email alert must be sent to the manager to indicate an SLA noncompliance.
* An email alert must be sent to representatives for SLA violations as follows: HMO 2 hours prior and PPO 1 hour prior.
* Send an email alert to support managers when disputes are ready to be closed.
* Send an email alert to customers when cases are closed.
Requirements. Issues
* The current process is all manual and not efficient.
* There is no easy way to determine whether the company is meeting its SLAs.
* Representatives are often inconsistent regarding how they handle customers and answer customer questions.
* There is no accountability for any of the representatives who take calls.
You need to search for answers to customer claims.
Which type of search should you perform?

A. Timeline
B. Case Relationships
C. Detail
D. Related
E. Quick Find

Answer: D

Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/search-knowledge-articles- csh#knowledge-base-search-control

NEW QUESTION # 141
A customer uses Dynamics 365 for Customer Service.
Customer service representatives must be able to create knowledge base articles.
You need to ensure that all knowledge base articles are submitted for review and approval before they are made available to use.
Which four actions must beperformed 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:

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

NEW QUESTION # 142
You are a system administrator for Dynamics 365 for Customer Service.
All child cases must inherit the product, customer name, case title, and case type from the parent case. Parent cases must not be closed until all child cases are closed.
You need to configure cases.
What should you do?

A. Validate that customer and case title fields have not been removed as fields that child cases inherit from parent cases. Add product and case-type fields to the list. The closure preference setting does not need to be changed. This is default behavior.
B. Validate that customer and case title fields have not been removed as fields that child cases inherit from parent cases. Add product and case type fields to the list. Set the closure preference setting to Don't allow parent case closure until all child cases are closed.
C. On the case entity, update the Parent case-Child case 1:N relationship field mapping to include all the required fields that should map from the parent case.
D. Set the closure preference setting to Don't allow parent case closure until all child cases are closed.

Answer: B

NEW QUESTION # 143
A company is implementing Omnichannel for Customer Service.
The company separates agents into teams for billing, new product inquiries, support, and warranty. The new product team currently handles text messages, emails, and live chats from the company website.
The company plans to release a new product. Before the new product launch, the company wants to add the ability to manage conversations coming in from Facebook and Twitter.
You need to configure the system with the least amount of effort.
What should you do?

A. Create a new work stream for each channel.
B. Create a new resource characteristic.
C. Add the new channel to the existing work stream.
D. Create a routing rule.

Answer: C

Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-workstreams

NEW QUESTION # 144
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