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Microsoft MB-230 Exam Syllabus Topics:

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

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q129-Q134):

NEW QUESTION # 129
You are a Dynamics 365 for Customer Service administrator.
You need to categorize activities and cases by using queues.
How should you categorize each record? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation

NEW QUESTION # 130
You are a Dynamics 365 system administrator.
Your customer service team must define goal metrics to track and measure all resolved cases.
You need to create a goal metric with a rollup field.
In which order should you perform the actions? To answer, move all actions from the list of actions to the answer area and arrange them in the correct order.

Answer:

Explanation:

1 - Define the metric.Enter metric and amount data types.
2 - Create a new rollup field.
3 - Specify the rollup field to track against goals.
4 - Specify details about the source data that rolls up.
5 - Specify the date field that determines the goal period that the rocords will roll up into.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/sales-enterprise/create-edit-goal-metric

NEW QUESTION # 131
A company uses Dynamics 365 for Customer Service.
You need to document the case resolution process.
How are each of the cases resolved? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation

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

NEW QUESTION # 132
You need to build a personal dashboard that displays the following charts and views:
Charts:
* Number of cases by owner and priority
* Products with most cases opened
Views:
* Display the number of cases opened in a seven-day period
* Display the number of escalated cases
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:

Reference:
https://docs.microsoft.com/en-us/powerapps/user/track-your-progress-with-dashboard-and-charts

NEW QUESTION # 133
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?

A. Yes
B. No

Answer: B

NEW QUESTION # 134
......

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