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Microsoft MB-230 Exam Syllabus Topics:

SectionWeightObjectives
Implement Connected Customer Service2-6%- Set up IoT and field service integration
Implement scheduling10-14%- Configure service scheduling
  • 1. Implement scheduling rules and availability
    • 2. Set up resources and resource groups
      • 3. Define service activities and requirements
        Manage cases and knowledge management51-55%- Implement knowledge management
        • 1. Configure knowledge search and recommendations
          • 2. Create and manage knowledge articles
            • 3. Integrate knowledge with cases and portals
              - Create and manage cases
              • 1. Manage case hierarchies and relationships
                • 2. Configure case types and statuses
                  • 3. Implement case routing and queues
                    - Configure Dynamics 365 Copilot for Service
                    Implement routing and work distribution2-6%- Configure unified routing
                    • 1. Define routing rules and decision trees
                      • 2. Set up workstreams and queues
                        Manage analytics, visualizations, and insights5-9%- 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 Customer Service multi-session experience5-9%- Configure Customer Service workspace
                            • 1. Set up app profiles and session templates
                              • 2. Integrate channels and productivity tools
                                Manage entitlements and service level agreements (SLAs)15-19%- Implement SLAs
                                • 1. Define SLA KPIs and timelines
                                  • 2. Manage SLA calculations and pauses
                                    • 3. Configure SLA actions and warnings
                                      - Configure entitlements
                                      • 1. Associate entitlements with customers and cases
                                        • 2. Define entitlement terms and restrictions
                                          Implement Microsoft Power Platform integration2-6%- Integrate Power Apps and Power Automate
                                          • 1. Connect Customer Service with other apps
                                            • 2. Create custom forms and workflows

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                                              最新的 Microsoft Dynamics 365 MB-230 免費考試真題 (Q368-Q373):

                                              問題 #368
                                              You are a Dynamics 365 for Customer Service administrator. The organization has multiple business process flows for warranty management.
                                              You need to manage business process flows.
                                              What should you configure? To answer, select the appropriate configuration in the answer area.
                                              NOTE: Each correct selection is worth one point.

                                              答案：

                                              解題說明：

                                              Explanation


                                              問題 #369
                                              You need to add the confirmation step for cases.
                                              What should you edit?

                                              答案：D

                                              解題說明：
                                              A confirmation section must be added before the resolve section.
                                              Example: Add an on-demand action to a business process flow.
                                              The Dynamics 365 (online), version 9.0 update introduces a business process flow feature: business process flow automation with Action Steps. You can add a button to a business process flow that will trigger an action or workflow.
                                              Reference:
                                              https://docs.microsoft.com/en-us/power-automate/create-business-process-flow#add-an-on-demand-action-to-a-business-process-flow
                                              Topic 5, Lucerne Publishing
                                              Overview
                                              Lucerne Publishing is a publishing company in Canad
                                              a. The company publishes books for higher education, it also invests in multiple cloud-based solutions to support the customer sen/ice, publishing, and sales departments.
                                              Lucerne Publishing uses the following:
                                              * The Customer Service app for the publishing customer service division.
                                              * Omnichannel capabilities in the Customer Service app.
                                              * Third-party apps for e-commerce so students and parents can order books or courses online.
                                              * Customer service agents as the representatives who will resolve customer's issues using various channels.
                                              * Resident employees who work for Lucerne Publishing and live in the buildings inside the business center.
                                              * A technician dispatch team that includes dispatchers who review and schedule work orders and assign the work orders to resources on the schedule board.
                                              The company has an internal division that provides repair services such as plumbing and electrical. The division provides services to the buildings inside the company business center, and some of those are used as residences by printing employees.
                                              Customer Service _ Contact Center
                                              The company has the following requirements:
                                              * Improve agent response time in live chats with customers.
                                              * improve agent productivity by automating tasks. For example, the customer service manager requests that a new case is created automatically when an agent is on a chat with a customer.
                                              * Provide instructions for agents to use when processing book returns. The instructions must include the following; o Greet the customer.
                                              o Automatically open the case form for the book return.
                                              o Close the session with the customer.
                                              * Allow agents to use different channels such as short message service (SMS), social, and call when providing service to customers.
                                              * Enable a new text SMS channel for the agents.
                                              * Improve the agent's capability to search using Al suggestions.
                                              * Provide agents with real-time recommendations on similar cases and knowledge-base articles.
                                              * Allow agents to know the customer's point of view on the service.
                                              * Provide a solution that will identify an agent's supervisor when a customer has a negative experience.
                                              * Improve how the agents' skills and profiles are maintained.
                                              * Route calls to agents who can support French-speaking customers.
                                              * Configure the French language as a skill for agents who support French-speaking customers.
                                              * Provide access to the Omnichannel agent app and productivity tools for supervisors and agents.
                                              * Provide the customer service supervisor with the ability to create agent scripts for Omnichannel agents and a workstream for SMS. The customer service supervisor must also be able to edit an existing workstream.
                                              * Provide the customer service supervisor with the ability to track sentiment in real time.
                                              * Provide agents with all suggestions on the recent contact that worked on similar cases.
                                              Customer Service - Repairs
                                              The company has the following requirements for repair requests:
                                              * Dispatchers must be able to track a technician and schedule jobs for technicians based on availability.
                                              * A dispatcher named UserA must be able to create a new view to display only unscheduled work orders. The view must be displayed only when the work orders are open-unscheduled, and the substatus is ready to dispatch work orders.
                                              * The technician dispatch team must be able to create a Schedule tab in the schedule board.
                                              * Dispatchers must be able to track technicians' utilization by using personal color codes.
                                              * The field technician's security role must be field service technician.
                                              The company reports the following issues:
                                              * Agents spend most of their time doing repetitive tasks during support calls or chats.
                                              * There is no guided process for agents to follow the steps when a customer calls for a book return.
                                              * Customer service managers are not able to provide real-time recommendations to customers using Ai suggestions.
                                              * A new channel for SMS is not sending conversations to agents. Agents are required to answer conversations manually.
                                              * The company is not able to retain customers who have a negative experience with the customer service agents.
                                              * Agents are not able to use the schedule board to schedule repair work orders by using a custom view.
                                              * The skills and proficiency model are not defined for the agents. Calls from French-speaking customers are not routed to the appropriate agents.


                                              問題 #370
                                              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.

                                              答案：

                                              解題說明：

                                              Explanation:


                                              問題 #371
                                              You manage a Dynamics 365 for Customer Service environment.
                                              The entitlement for a customer ended last month. The customer must renew the entitlement and use the same parameters as the expired entitlement.
                                              You need to create the entitlement for the customer.
                                              What should you do?

                                              答案：B


                                              問題 #372
                                              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.

                                              答案：

                                              解題說明：

                                              Explanation
                                              Text Description automatically generated

                                              Reference:
                                              https://docs.microsoft.com/en-us/dynamics365/customer-service/find-knowledge-articles-within-record-dynamic


                                              問題 #373
                                              ......

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