Desktop Practice Microsoft MB-230 Exam Software - No Internet Required

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Microsoft MB-230 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Manage cases and Knowledge Management20%- Manage Knowledge Management
  • 1. Configure entities for Knowledge Management
  • 2. Manage the Knowledge Management lifecycle
  • 3. Create and manage knowledge articles
  • 4. Use knowledge article templates
- Create and manage cases
  • 1. Create case and child case
  • 2. Analyze cases with interactive dashboards
  • 3. Customize case views
  • 4. Identify and create cases from activities
  • 5. Use case routing rules
Topic 2: Implement multi-session experiences for Customer Service20%- Manage channels
  • 1. Configure Voice
  • 2. Configure Chat
  • 3. Configure SMS
  • 4. Configure Microsoft Teams integration
- Configure the Customer Service workspace
  • 1. Configure apps and templates
  • 2. Configure productivity tools
  • 3. Configure session management
  • 4. Configure notifications
- Configure and manage Omnichannel
  • 1. Configure routing and assignment
  • 2. Configure agent scripts
  • 3. Configure work streams and queues
  • 4. Manage context variables
Topic 3: Implement Connected Customer Service10%- Manage Connected Customer Service scenarios
  • 1. Manage customer assets
  • 2. Configure asset management
  • 3. Configure proactive service
- Configure IoT integration
  • 1. Configure IoT alerts
  • 2. Manage IoT devices
  • 3. Create cases from IoT alerts
Topic 4: Manage entitlements and SLAs15%- Create and manage entitlements
  • 1. Apply entitlements to cases
  • 2. Create and activate entitlements
  • 3. Define and manage entitlement templates
- Create and manage SLAs
  • 1. Define and configure SLA KPIs
  • 2. Use hierarchical SLA configurations
  • 3. Enable SLAs for entities
  • 4. Create SLA items and actions
Topic 5: Implement scheduling5%- Manage resources
  • 1. Define resources and resource groups
  • 2. Configure resource calendars and working hours
- Manage services
  • 1. Define service activities
  • 2. Schedule service activities
Topic 6: Implement Microsoft Power Platform10%- Configure Power Virtual Agents
  • 1. Configure topics and entities
  • 2. Integrate chatbots with Customer Service
  • 3. Create chatbots
- Configure Power Automate
  • 1. Create and manage flows
  • 2. Use Common Data Service connector
  • 3. Configure triggers and actions
Topic 7: Implement routing10%- Manage queues and routing
  • 1. Configure advanced routing rules
  • 2. Create and manage queues
  • 3. Configure routing rules
- Configure unified routing
  • 1. Configure assignment methods
  • 2. Configure work classification
  • 3. Configure work distribution
Topic 8: Manage analytics, visualizations, and insights10%- Configure Customer Service Insights
  • 1. Configure Customer Service historical analytics
  • 2. Configure dashboards and charts
  • 3. Configure Power BI integration
- Manage insights
  • 1. Analyze conversation insights
  • 2. Monitor and improve service with analytics
  • 3. Analyze Omnichannel insights

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q252-Q257):

NEW QUESTION # 252
You need to decide which action is applicable in the SLA.
What should you do? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation:

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements


NEW QUESTION # 253
You need to meet the automatic case creation requirements.
What should you do? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation:

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/automatically-create-case-from-email
https://cloudblogs.microsoft.com/dynamics365/it/2017/07/25/convert-email-to-a-case-with-a-few-clicks-in-dynamics-365-app-for-outlook/


NEW QUESTION # 254
A computer repair company employs technicians. Some technicians fix hardware issues and some fix software issues.
A case is opened for each customer call. Technicians are sent to customers' homes when issues cannot be fixed over the phone. The company implements Dynamics 365 Customer Service and wants to start scheduling the technicians' in-person appointments.
The requirements for scheduling appointments are as follows:
Schedule an appointment with the technician who is located closest to a customer.
Schedule an appointment based on whether the issue is hardware or software.
The dispatcher who schedules appointments must not be able to configure the system.
You need to configure the system to meet the requirements.
Which options 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/manage-security-roles
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-edit-service-csh


NEW QUESTION # 255
You configure Dynamics 365 Customer Service. Managers require a custom dashboard with the following:
* A list of customers who have the most cases open.
* A list of customers who have the most missed service-level agreements (SLAs) sorted by contact.
* A list of top call takers for the week.
* A list of the cases that took the most amount of time to resolve.
The custom dashboard must be available for all users to use.
You need to configure the system.
What should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation:


NEW QUESTION # 256
You configure Dynamics 365 Customer Service. Managers require a custom dashboard with the following:
* A list of customers who have the most cases open.
* A list of customers who have the most missed service-level agreements (SLAs) sorted by contact.
* A list of top call takers for the week.
* A list of the cases that took the most amount of time to resolve.
The custom dashboard must be available for all users to use.
You need to configure the system.
What should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation:


NEW QUESTION # 257
......

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