Types of TestValid Microsoft MB-230 Practice Questions

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Microsoft MB-230 Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Implement routing and work distribution	2-6%	- Configure unified routing 1. Set up workstreams and queues 2. Define routing rules and decision trees
Topic 2: Manage cases and knowledge management	51-55%	- Create and manage cases 1. Configure case types and statuses 2. Implement case routing and queues 3. Manage case hierarchies and relationships - Implement knowledge management 1. Configure knowledge search and recommendations 2. Create and manage knowledge articles 3. Integrate knowledge with cases and portals - Configure Dynamics 365 Copilot for Service
Topic 3: Manage entitlements and service level agreements (SLAs)	15-19%	- Implement SLAs 1. Configure SLA actions and warnings 2. Manage SLA calculations and pauses 3. Define SLA KPIs and timelines - Configure entitlements 1. Define entitlement terms and restrictions 2. Associate entitlements with customers and cases
Topic 4: Implement scheduling	10-14%	- Configure service scheduling 1. Define service activities and requirements 2. Implement scheduling rules and availability 3. Set up resources and resource groups
Topic 5: Implement Customer Service multi-session experience	5-9%	- Configure Customer Service workspace 1. Integrate channels and productivity tools 2. Set up app profiles and session templates
Topic 6: Implement Connected Customer Service	2-6%	- Set up IoT and field service integration
Topic 7: 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
Topic 8: 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

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q133-Q138):

NEW QUESTION # 133
You are working as a functional consultant for Dynamics 365 Customer Service. No changes have been made to security roles.
You need to ensure that customer service representatives can process cases that have service-level agreements (SLAs) and entitlements. You must grant only the minimum privileges required.
How should you configure security? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements

NEW QUESTION # 134
You are a customer service representative working with cases in Dynamics 365 for Customer Service.
You need to manage multiple lists of cases.
Which actions should you perform? To answer, select the appropriate configuration in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation:

NEW QUESTION # 135
You need to create a new agent script for the agents.
Which five actions should you recommend be performed 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 # 136
Hotspot Question
You create a survey for the employees of your company to provide feedback on future products.
An employee mistakenly publishes a link to the survey on the internet. Customers and other companies use the link to respond with millions of similar recommendations.
You need to create a new survey that meets the following requirements:
- Allow all people in the company to respond.
- Limit availability to only one day after clicking a personalized
link.
How should you configure the survey distribution? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation:
https://learn.microsoft.com/en-us/dynamics365/customer-voice/distribution-settings

NEW QUESTION # 137
You implement the Unified Service Desk (USD).
Which three of the following objects are events? Each correct answer presents a complete solution.

A. DesktopReady
B. BrowserDocumentComplete
C. Realignwindow
D. SessionClosing
E. FireEvent

Answer: A,D,E

NEW QUESTION # 138
......

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