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Microsoft MB-230 Exam Syllabus Topics:

SectionObjectives
Topic 1: Manage cases and knowledge- Knowledge management
  • 1. Search and knowledge usage
    • 2. Knowledge articles creation and lifecycle
      - Case management
      • 1. Create and resolve cases
        • 2. Automate case routing
          Topic 2: Implement omnichannel for customer service- Omnichannel setup
          • 1. Routing and work distribution
            • 2. Chat, voice, and messaging configuration
              Topic 3: Configure Dynamics 365 Customer Service- Configure customer service applications
              • 1. Set up Dynamics 365 Customer Service app
                • 2. Configure basic system settings
                  - Manage cases and queues
                  • 1. Case lifecycle management
                    • 2. Queue configuration and routing
                      Topic 4: Analyze and improve customer service insights- Reporting and dashboards
                      • 1. Use analytics in Customer Service
                        Topic 5: Manage service level agreements (SLAs) and entitlements- Entitlements
                        • 1. Create and manage entitlements
                          - SLAs configuration
                          • 1. Define SLA KPIs
                            • 2. Track SLA compliance

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                              Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q145-Q150):

                              NEW QUESTION # 145
                              You are customizing a Dynamics 365 for Customer Service implementation.
                              The call center manager requires a visual representation that includes the number of resolved cases by month for each call center agent. The chart must be visible to all users within the service area.
                              You need to create the chart.
                              Which three actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.

                              Answer:

                              Explanation:

                              Explanation:


                              NEW QUESTION # 146
                              You are an Omnichannel supervisor for a company.
                              The manager wants to improve response times and customer satisfaction.
                              You need to configure Omnichannel queues using standard functionality.
                              Which capabilities should you enable? To answer, select the appropriate options in the answer area.
                              NOTE: Each correct selection is worth one point.

                              Answer:

                              Explanation:

                              Explanation


                              NEW QUESTION # 147
                              You are creating surveys for Voice of the Customer (VoC).
                              You need to configure VoC to ensure that recipients can unsubscribe to surveys.
                              Which two survey features should you use? Each correct answer presents a complete solution.
                              NOTE: Each correct selection is worth one point.

                              Answer: A,D


                              NEW QUESTION # 148
                              You are setting up channels for Omnichannel for Customer Service.
                              You want to set up a channel for a WhatsApp app.
                              You need to configure the channel.
                              Which four actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.

                              Answer:

                              Explanation:

                              1 - Get Twilio account details.
                              2 - Register your messaging channel.
                              3 - Modify settings for a specific WhatsApp...
                              4 - Create a WhatsApp channel.


                              NEW QUESTION # 149
                              A company uses Dynamics 365 Customer Service. French is the primary language for all Knowledge articles.
                              Each Knowledge article typically contains more than 10.000 characters. Problem details are described in the article ' s closing text.
                              You enable Al suggestions for article keywords and descriptions. Users report that the feature does not return effective suggestions.
                              You need to provide a solution to the users.
                              What should you do?

                              Answer: A


                              NEW QUESTION # 150
                              ......

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