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Microsoft MB-230 Exam Syllabus Topics:

Section	Weight	Objectives
Manage entitlements and service level agreements (SLAs)	15-19%	- Configure entitlements 1. Define entitlement terms and restrictions 2. Associate entitlements with customers and cases - Implement SLAs 1. Define SLA KPIs and timelines 2. Manage SLA calculations and pauses 3. Configure SLA actions and warnings
Manage cases and knowledge management	51-55%	- Implement knowledge management 1. Create and manage knowledge articles 2. Integrate knowledge with cases and portals 3. Configure knowledge search and recommendations - Create and manage cases 1. Configure case types and statuses 2. Manage case hierarchies and relationships 3. Implement case routing and queues - Configure Dynamics 365 Copilot for Service
Implement Connected Customer Service	2-6%	- Set up IoT and field service integration
Implement scheduling	10-14%	- Configure service scheduling 1. Define service activities and requirements 2. Set up resources and resource groups 3. Implement scheduling rules and availability
Manage analytics, visualizations, and insights	5-9%	- Create and manage dashboards and reports 1. Build custom dashboards and visualizations 2. Use out-of-box Customer Service reports - Implement Customer Voice surveys and feedback
Implement routing and work distribution	2-6%	- Configure unified routing 1. Set up workstreams and queues 2. Define routing rules and decision trees
Implement Microsoft Power Platform integration	2-6%	- Integrate Power Apps and Power Automate 1. Create custom forms and workflows 2. Connect Customer Service with other apps
Implement Customer Service multi-session experience	5-9%	- Configure Customer Service workspace 1. Set up app profiles and session templates 2. Integrate channels and productivity tools

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q188-Q193):

NEW QUESTION # 188
You need to configure the queues.
Which configurations should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation
Box 1: Record Creation and Update rule
Reduce the need for manually creating cases from incoming emails and increase the efficiency of customer service agents by creating automatic case creation rules in Dynamics 365 Customer Service.
Box 2: Routing Rule
Unified routing is an intelligent, scalable, and enterprise-grade routing and assignment capability that can direct the incoming work item to the best-suited queue and agent by adhering to work item requirements and matching them with the agent's capabilities.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/automatically-create-case-from-email
https://docs.microsoft.com/en-us/dynamics365/customer-service/overview-unified-routing

NEW QUESTION # 189
You need to choose the appropriate actions when using the knowledge base.
Which actions should you choose? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation:
Box 1: Email the knowledge base article to the customer
Support representatives must use the knowledge base first to try to solve issues.
The knowledge base article that is used to resolve a case must always be sent to the customer.
Box 2: Link to resolved case
Support representatives must be able to reference the knowledge base when it is used to resolve the case.
Box 3: Create a knowledge base article
If the answer is not in the knowledge base, a support representative needs to create a knowledge base article.

NEW QUESTION # 190
You need to identify the productivity tools to use for the agents.
Which tools should you use? To answer move the appropriate tools to the correct requirements. You may use each tool once, more than once, or not at all. You may need to move the split bar between panes or scroll to view content.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation:

NEW QUESTION # 191
You are creating a translation for an existing Knowledge article in Dynamics 365 Customer Service. You need to configure the elements that support translation.
Which two elements should you configure? Each correct answer presents part of the solution. Choose two. NOTE: Each correct selection is worth one point.

A. subject
B. feedback
C. keywords
D. content

Answer: C,D

NEW QUESTION # 192
A company uses Dynamics 365 Customer Service.
Telemetry on agent case resolution time reveals that agents spend 20 minutes on average resolving cases.
Analysis determines that resolution duration is increased because agents are often required to view and modify data on the related account.
The company requires a solution that allows agents to enter data in a single screen and edit multiple records without navigating to each record.
You need to create the solution.
Which two actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point

A. Add an editable grid of the account on the case form.
B. Configure the Nested grid view.
C. Add an editable grid control to the case view.
D. Configure the editable grid of the case view to include account details.

Answer: A

NEW QUESTION # 193
......

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