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Microsoft MB-230 Exam Syllabus Topics:

Section	Weight	Objectives
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 scheduling	10-14%	- Configure service scheduling 1. Set up resources and resource groups 2. Define service activities and requirements 3. Implement scheduling rules and availability
Implement routing and work distribution	2-6%	- Configure unified routing 1. Define routing rules and decision trees 2. Set up workstreams and queues
Implement Connected Customer Service	2-6%	- Set up IoT and field service integration
Manage entitlements and service level agreements (SLAs)	15-19%	- Implement SLAs 1. Manage SLA calculations and pauses 2. Define SLA KPIs and timelines 3. Configure SLA actions and warnings - Configure entitlements 1. Associate entitlements with customers and cases 2. Define entitlement terms and restrictions
Manage cases and knowledge management	51-55%	- Configure Dynamics 365 Copilot for Service - Create and manage cases 1. Configure case types and statuses 2. Implement case routing and queues 3. Manage case hierarchies and relationships - Implement knowledge management 1. Create and manage knowledge articles 2. Integrate knowledge with cases and portals 3. Configure knowledge search and recommendations
Manage analytics, visualizations, and insights	5-9%	- Implement Customer Voice surveys and feedback - Create and manage dashboards and reports 1. Build custom dashboards and visualizations 2. Use out-of-box Customer Service reports
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 (Q39-Q44):

NEW QUESTION # 39
You manage Dynamics 365 Customer Service. You have a routing rule set named CustomerResolution that assigns general inquiry cases to a queue named GeneralInquiry.
You need to assign technical support cases to a queue named TechSupport.
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 - Create a queue named TechSupoort
2 - Deactivate the routing rule named CustomerResolution
3 - Create a rule item named TechSupport for the routing rule....
4 - Activate CustomerResolution
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-rules-automatically-route-cases

NEW QUESTION # 40
Hotspot Question
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:

NEW QUESTION # 41
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:

Explanation

NEW QUESTION # 42
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.

Answer:

Explanation:

Explanation

NEW QUESTION # 43
You are implementing Dynamics 365 for Customer Service.
You need to set up available working hours to help desk representatives who have varying schedules.
What should you do? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation:

NEW QUESTION # 44
......

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