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Microsoft MB-230 Exam Syllabus Topics:

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

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Updated Microsoft MB-230 Exam Questions in PDF Document

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q164-Q169):

NEW QUESTION # 164
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:

1 - Add a column named Route Case to the import file
2 - Add the value No for casea that must not be routed
3 - Save and import the import file
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/create-rulesautomatically-route-cases

NEW QUESTION # 165
You need to create and configure objects to support the requirements.
How should you configure the system? 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

NEW QUESTION # 166
You are setting up Omnichannel for Customer Service.
You need to automate the following tasks to make it easier and quicker for representatives to assist customers:
Establish a one-step process to send a predefined email to customers once a representative is done helping them.
Ensure that representatives ask predefined questions to identify a customer before troubleshooting a case.
Have chatbots available to help make recommendations in typed conversations.
Which tools should you use? To answer, drag the appropriate tools to the correct requirements. Each tool 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
Graphical user interface, application Description automatically generated with medium confidence

Box 1: Resources
Establish a one-step process to send a predefined email to customers once a representative is done helping them.
Box 2: Security roles
Ensure that representatives ask predefined questions to identify a customer before troubleshooting a case.
Assign a security role
Security roles control a user's access to data through a set of access levels and permissions. The combination of access levels and permissions that are included in a specific security role sets limits on the user's view of data and on the user's interactions with that data.
Box 3: Working hours
Have chatbots available to help make recommendations in typed conversations.
Operating hours define the hours when your organization's customer support team is active and available to serve customers. By setting up operating hours, you help your customers and your organization work together to resolve issues.
The operating hour schedules cater to the following scenarios:
Display the non-availability of customer support on public holidays that are otherwise operating hours.
Accommodate change of calendar timings for daylight saving time twice an year for timezones that have implemented the daylight saving time.
*-> Set up separate schedules for agents, bots, and queues to cater to different business scenarios and product lines seamlessly for any channel.
Define schedules to transition customer queues from bots to agents.
Customize the display and other settings of the chat widget during non-business hours.
Reference:
https://docs.microsoft.com/en-us/power-platform/admin/create-users
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-operating-hours?tabs=customerservicead

NEW QUESTION # 167
You are using Dynamics 365 Customer Service to create and activate entitlements.
Customer service representatives state that the entitlement status is set to Waiting, and they cannot use the entitlement. You must ensure customer service representatives can use the entitlement.
You need to identify the entitlement issue.
What is the cause of the issue?

A. The start date of the entitlement is in the future.
B. The Products or Contact field values have not been configured before activation.
C. The end date of the entitlement has been incorrectly configured to a date that has already passed.
D. The entitlement has expired and is awaiting renewal.

Answer: A

NEW QUESTION # 168
You need to select which setting needs to be configured for each setup.
Which settings should you select? 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

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-workstreams
https://docs.microsoft.com/en-us/dynamics365/customer-service/enable-skill-routing-create-rating-model

NEW QUESTION # 169
......

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