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Microsoft MB-230 Exam Syllabus Topics:

SectionObjectives
Topic 1: Implement omnichannel for customer service- Omnichannel setup
  • 1. Routing and work distribution
    • 2. Chat, voice, and messaging configuration
      Topic 2: Analyze and improve customer service insights- Reporting and dashboards
      • 1. Use analytics in Customer Service
        Topic 3: Manage cases and knowledge- Knowledge management
        • 1. Search and knowledge usage
          • 2. Knowledge articles creation and lifecycle
            - Case management
            • 1. Create and resolve cases
              • 2. Automate case routing
                Topic 4: Configure Dynamics 365 Customer Service- Manage cases and queues
                • 1. Queue configuration and routing
                  • 2. Case lifecycle management
                    - Configure customer service applications
                    • 1. Configure basic system settings
                      • 2. Set up Dynamics 365 Customer Service app
                        Topic 5: Manage service level agreements (SLAs) and entitlements- SLAs configuration
                        • 1. Track SLA compliance
                          • 2. Define SLA KPIs
                            - Entitlements
                            • 1. Create and manage entitlements

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                              Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q61-Q66):

                              NEW QUESTION # 61
                              You are a customer service agent in a call center.
                              AH customer service agents use Unified Service Desk (USD) to respond to calls.
                              You need to respond to two calls from two different customers at the same time.
                              What should you do?

                              Answer: B


                              NEW QUESTION # 62
                              You need to recommend how to configure the FAQ website Knowledge Search.
                              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.
                              NOTE: More than one order of answer choices is correct. You will receive credit for any of the correct orders you select.

                              Answer:

                              Explanation:


                              NEW QUESTION # 63
                              A company implements Dynamics 365 Customer Voice. The company sends out customer satisfaction surveys. The service team creates one survey from a blank project and others from a predefined project template.
                              When the company receives all the survey responses, a member of the service team must analyze the results. The member must calculate satisfaction scores to help the service manager identify required efficiency changes for the department.
                              You need to determine which type of satisfaction metrics to use.
                              Which metrics should you use? To answer, drag the appropriate metrics to the correct scores. Each metric 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-voice/satisfaction-metrics


                              NEW QUESTION # 64
                              A company uses Dynamics 365 Customer Service.
                              Telemetry on agent case resolution time reveals that agents spend 20 minutes on average resolving cases.
                              Analysis determines that resolution duration is increased because agents are often required to view and modify data on the related account.
                              The company requires a solution that allows agents to enter data in a single screen and edit multiple records without navigating to each record.
                              You need to create the solution.
                              Which two actions should you perform? Each correct answer presents part of the solution.
                              NOTE: Each correct selection is worth one point

                              Answer: B


                              NEW QUESTION # 65
                              A company implements Dynamics 365 Customer Voice.
                              When the company deploys an application at the end of a project, users are unable to distribute surveys.
                              You need to assign users to the appropriate role so they can distribute the survey. You must adhere to the principle of least privilege.
                              To which role should you assign the users?

                              Answer: B

                              Explanation:
                              Users must at least have the Survey Sender role to send the survey through Dynamics 365 apps.
                              https://learn.microsoft.com/en-us/dynamics365/customer-voice/send-survey-from-dynamics-365


                              NEW QUESTION # 66
                              ......

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