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Microsoft MB-230 Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Manage cases and knowledge management	51-55%	- Create and manage cases 1. Implement case routing and queues 2. Manage case hierarchies and relationships 3. Configure case types and statuses - Configure Dynamics 365 Copilot for Service - Implement knowledge management 1. Create and manage knowledge articles 2. Configure knowledge search and recommendations 3. Integrate knowledge with cases and portals
Topic 2: Manage entitlements and service level agreements (SLAs)	15-19%	- Implement SLAs 1. Configure SLA actions and warnings 2. Define SLA KPIs and timelines 3. Manage SLA calculations and pauses - Configure entitlements 1. Define entitlement terms and restrictions 2. Associate entitlements with customers and cases
Topic 3: Implement Connected Customer Service	2-6%	- Set up IoT and field service integration
Topic 4: Implement routing and work distribution	2-6%	- Configure unified routing 1. Define routing rules and decision trees 2. Set up workstreams and queues
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: 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 7: 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
Topic 8: 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

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Quiz Microsoft - MB-230 - Microsoft Dynamics 365 Customer Service Functional Consultant –Reliable Latest Braindumps Free

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q326-Q331):

NEW QUESTION # 326
You are a Dynamics 365 for Customer Service administrator.
Your company is trying to determine whether it needs to use standard or enhanced service-level agreements (SLAs).
You need to configure SLAs based on the requirements.
Which type of SLAs should you use? To answer, select the appropriate option in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation:

NEW QUESTION # 327
A company is implementing a customized app that will automatically route cases.
You need to determine the correct URL to connect to the app location in the cloud.
Which URL format should you use?

A. https://<orgname>.<CRMRegion>.dynamics.com/Apps/uniquename/<AppUniqueName>
B. https://"<"org">.dynamics.com/apps
C. https://"<"org">.crm.dynamics.com/
D. https://"<"org">/apps

Answer: B

Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-rules-automatically-route- cases

NEW QUESTION # 328
A company uses Customer Service.
The company plans to enable a customer service agent in Omnichannel.
You need to identify the security roles that are required for the bot user.
What should you identify? To answer, move the appropriate security roles to the correct requirements. You may use each security role once, more than once, or not at all. You may need to move the split bar between panes or scroll to view content.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

NEW QUESTION # 329
You are customizing a Dynamics 365 for Customer Service implementation.
The call center manager requires a visual representation that includes the number of resolved cases by month for each call center agent. The chart must be visible to all users within the service area.
You need to create the chart.
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:

Explanation:

NEW QUESTION # 330
You must set up the following:
A work stream must be configured to use Twitter.
The cases must automatically go to the next available sales representative.
Any existing case that comes in must be assigned automatically to the sales representative who worked on the case originally.
You need to choose the correct setting.
Which setting should you use? 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/channels
https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-entity-workstream
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-workstreams

NEW QUESTION # 331
......

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