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Microsoft MB-230 Exam Syllabus Topics:

SectionWeightObjectives
Implement multi-session experiences for Customer Service20%- Manage channels
  • 1. Configure Microsoft Teams integration
  • 2. Configure Voice
  • 3. Configure Chat
  • 4. Configure SMS
- Configure the Customer Service workspace
  • 1. Configure notifications
  • 2. Configure session management
  • 3. Configure productivity tools
  • 4. Configure apps and templates
- Configure and manage Omnichannel
  • 1. Manage context variables
  • 2. Configure routing and assignment
  • 3. Configure work streams and queues
  • 4. Configure agent scripts
Manage cases and Knowledge Management20%- Create and manage cases
  • 1. Use case routing rules
  • 2. Customize case views
  • 3. Create case and child case
  • 4. Analyze cases with interactive dashboards
  • 5. Identify and create cases from activities
- Manage Knowledge Management
  • 1. Use knowledge article templates
  • 2. Create and manage knowledge articles
  • 3. Configure entities for Knowledge Management
  • 4. Manage the Knowledge Management lifecycle
Implement routing10%- Configure unified routing
  • 1. Configure work distribution
  • 2. Configure work classification
  • 3. Configure assignment methods
- Manage queues and routing
  • 1. Configure routing rules
  • 2. Create and manage queues
  • 3. Configure advanced routing rules
Manage analytics, visualizations, and insights10%- Configure Customer Service Insights
  • 1. Configure dashboards and charts
  • 2. Configure Power BI integration
  • 3. Configure Customer Service historical analytics
- Manage insights
  • 1. Analyze conversation insights
  • 2. Monitor and improve service with analytics
  • 3. Analyze Omnichannel insights
Implement scheduling5%- Manage resources
  • 1. Configure resource calendars and working hours
  • 2. Define resources and resource groups
- Manage services
  • 1. Schedule service activities
  • 2. Define service activities
Implement Microsoft Power Platform10%- Configure Power Automate
  • 1. Configure triggers and actions
  • 2. Use Common Data Service connector
  • 3. Create and manage flows
- Configure Power Virtual Agents
  • 1. Configure topics and entities
  • 2. Integrate chatbots with Customer Service
  • 3. Create chatbots
Implement Connected Customer Service10%- Configure IoT integration
  • 1. Configure IoT alerts
  • 2. Manage IoT devices
  • 3. Create cases from IoT alerts
- Manage Connected Customer Service scenarios
  • 1. Configure asset management
  • 2. Manage customer assets
  • 3. Configure proactive service
Manage entitlements and SLAs15%- Create and manage entitlements
  • 1. Define and manage entitlement templates
  • 2. Apply entitlements to cases
  • 3. Create and activate entitlements
- Create and manage SLAs
  • 1. Create SLA items and actions
  • 2. Define and configure SLA KPIs
  • 3. Enable SLAs for entities
  • 4. Use hierarchical SLA configurations

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q69-Q74):

NEW QUESTION # 69
You are a customer service representative using Dynamics 365 Customer Service Hub.
You need to link the knowledge base records that relate to cases and send articles to customers.
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 them correct order.

Answer:

Explanation:

Explanation


NEW QUESTION # 70
You use Dynamics 365 for Customer Service.
You need to merge cases.
What is the outcome for the merge process? To answer, select the appropriate configuration in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation


NEW QUESTION # 71
A client plans to implement a case resolution process.
Which field types does the Case Resolution form use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation


NEW QUESTION # 72
A customer uses Dynamics 365 for Customer Service.
Customer service representatives must be able to create knowledge base articles.
You need to ensure that all knowledge base articles are submitted for review and approval before they are made available to use.
Which four actions must 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:

1 - Create a knowledge article
2 - Mark the knowledge article for review
3 - Approve the article
4 - publish the article
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/customer-service-hubuser-guide-knowledge-article


NEW QUESTION # 73
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 # 74
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