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Microsoft MB-230 Exam Syllabus Topics:

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

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q145-Q150):

NEW QUESTION # 145
You use Dynamics 365 for Customer Service administrator. You plan to create Voice of the Customer surveys.
You need to determine which survey question feature is needed to complete the design of the survey.
Which survey features should you use? To answer, select the appropriate survey type in the dialog box 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/voice-of-customer/design-advancedsurvey

NEW QUESTION # 146
A customer service organization plans to implement knowledge management for a custom entity named Root Cause Analysis.
Users must be able to search, link, and rate knowledge articles. Users must be provided with suggested knowledge articles.
You need to configure Dynamics 365 for Customer Service.
Which three actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.

A. In Solution Explorer, select the Root Cause Analysis entity and then select Knowledge management.
B. In Solution Explorer, expand the Root Cause Analysis entity and select Forms. Edit the main form and configure a subgrid for knowledge articles.
C. Add a lookup to the article entity.
D. Navigate to the Knowledge Base Management Settings wizard. Then, navigate to Record types and select Root Cause Analysis.
E. In Solution Explorer, expand the Root Cause Analysis entity and select Forms. Edit the main form and configure a knowledge base search control.

Answer: A,D,E

Explanation:
Section: Topic 2, Manage cases and the knowledge base

NEW QUESTION # 147
You need to select the steps to create a new macro that will automate opening a new case creation form.
Which four 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 # 148
A company has satellite offices that service local areas.
Each office must have full control over its own resources.
You need to configure the organizational units to reflect the satellite office structure.
Which entities should you use to relate to the organizational units? To answer, select the appropriate options in the answer area.

Answer:

Explanation:

Explanation

NEW QUESTION # 149
You are a customer service representative using Dynamics 365 for Customer Service.
You need to identify and eliminate duplicate cases.
What should you do?

A. Use business rules
B. Merge cases
C. Use parent-child case relationships
D. Configure Dynamics 365 AI for Customer Service

Answer: A

NEW QUESTION # 150
......

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