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Microsoft MB-230 Exam Syllabus Topics:

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

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q367-Q372):

NEW QUESTION # 367
Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.
After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.
You are implementing Dynamics 365 Customer Service for a call center. There are separate queues for level1 and level2.
You need to set up the queues to meet the following requirements:
- Users must have their own queues that no one else can access.
- Users must not be able to view each other's queue.
- Users must be able to work from the support queue.
Solution:
- Set up each user queue to be public.
- Set up level1 and level2 queues to be public and add applicable members.
- Set up the support queue to be public.
Does the solution meet the goal?

Answer: B

Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-queues-manage- activities-cases


NEW QUESTION # 368
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:


NEW QUESTION # 369
You are working as a functional consultant for Dynamics 365 Customer Service. No changes have been made to security roles.
You need to ensure that customer service representatives can process cases that have service-level agreements (SLAs) and entitlements. You must grant only the minimum privileges required.
How should you configure security? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation
Graphical user interface, text, application, chat or text message Description automatically generated

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


NEW QUESTION # 370
You are implementing a new channel within Omnichannel.
You need to enable an SMS channel.
On which entity should you configure each task? To answer, drag the appropriate entities to the correct tasks. Each entity 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.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-sms-channel


NEW QUESTION # 371
You are a Dynamics 365 for Customer Service administrator.
You need to implement queues to manage cases.
Which queue types should you use? To answer, drag the appropriate queue types to the correct scenarios. Each queue type 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.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation

References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/set-up-queuesmanage-ac


NEW QUESTION # 372
......

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