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Microsoft MB-230 Exam Syllabus Topics:

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

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q220-Q225):

NEW QUESTION # 220
You are using Dynamics 365 Customer Service. You are viewing a knowledge base (KB) article from a case record. Knowledge management is set up to use an external portal.
You need to link the article to the case and share the article with the customer.
What is the solution for each requirement? 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/find-knowledge-articles-within-record-dynamics-365


NEW QUESTION # 221
You need to configure the settings to handle customer claims.
Which settings should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:


NEW QUESTION # 222
Hotspot Question
A company uses Omnichannel for Customer Service.
The company experiences increased incoming live chats from the company website regarding several product recalls. To handle these calls, the company designates agents who have specialized training to manage the conversations.
The conversations must meet the following requirements:
- Calls must be routed to the designated agents.
- Agents must follow legally approved standardized answers to customer
questions.
- Agents must be able to reference several knowledge base articles
associated with the recalls quickly.
- Greeting and sign off messages must be standardized.
You need to configure the system.
Which components should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:


NEW QUESTION # 223
You work for a healthcare company that does not use Azure Active Directory You need to escalate conversations to a live agent without using custom code when a customer discusses personal health information.
Which technologies should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation:


NEW QUESTION # 224
Drag and Drop Question
A service manager discovers a high number of cases in the agent queues. Cases are created manually but can be reassigned using a workflow or custom API.
The manager needs to know whether cases are getting duplicated because of simultaneous case creation or simultaneous case assignment.
You need to identify the number of cases that are created in each scenario.
How many cases are created? To answer, drag the appropriate cases created options to the correct simultaneous actions. Each cases created option 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:
https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-queues-manage- activities-cases


NEW QUESTION # 225
......

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