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Microsoft MB-230 Exam Syllabus Topics:

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

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                              Pass Guaranteed Quiz 2026 Microsoft First-grade MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant Pdf Dumps

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                              Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q305-Q310):

                              NEW QUESTION # 305
                              Drag and Drop Question
                              You are configuring Dynamics 365 Customer Service.
                              Child cases must inherit the customer name and contact from the parent case when opened.
                              You need to configure the case inheritance.
                              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:


                              NEW QUESTION # 306
                              Hotspot Question
                              A company that manufactures industrial heating, ventilation, and air conditioning units (HVAC) implements Dynamics 365 Customer Service.
                              Following each installation, customers must be surveyed about their satisfaction of the installation and the conduct of the installers.
                              You need to recommend the appropriate question types.
                              Which question types should you recommend? To answer, select the appropriate options in the answer area.
                              NOTE: Each correct selection is worth one point.

                              Answer:

                              Explanation:


                              NEW QUESTION # 307
                              You need to configure the SMS workstream.
                              What should you use?

                              Answer: A


                              NEW QUESTION # 308
                              A company is implementing Dynamics 36S Customer Service and Rower Virtual Agents for its support desk.
                              Supervisors have the following information requirements:
                              * Topic analytics for ail cases completed over the last year.
                              * Analytics for chalbot options chosen from past interactions which customers.
                              You need to configure the system to meet the requirements.
                              What should you enable in the configuration? To answer. select the appropriate options in the answer area NOTE Each connect selection is worth one point.

                              Answer:

                              Explanation:

                              Explanation:


                              NEW QUESTION # 309
                              You are setting up Omnichannel for Customer Service.
                              You need to automate the following tasks to make it easier and quicker for representatives to assist customers:
                              Establish a one-step process to send a predefined email to customers once a representative is done helping them.
                              Ensure that representatives ask predefined questions to identify a customer before troubleshooting a case.
                              Have chatbots available to help make recommendations in typed conversations.
                              Which tools should you use? To answer, drag the appropriate tools to the correct requirements. Each tool 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.

                              Answer:

                              Explanation:

                              Reference:
                              https://docs.microsoft.com/en-us/power-platform/admin/create-users
                              https://docs.microsoft.com/en-us/dynamics365/customer-service/create-operating-hours?tabs=customerserviceadmincenter


                              NEW QUESTION # 310
                              ......

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