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Microsoft MB-230 Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Manage analytics, visualizations, and insights	5-9%	- Create and manage dashboards and reports 1. Use out-of-box Customer Service reports 2. Build custom dashboards and visualizations - Implement Customer Voice surveys and feedback
Topic 2: 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
Topic 3: 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
Topic 4: 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
Topic 5: Implement routing and work distribution	2-6%	- Configure unified routing 1. Set up workstreams and queues 2. Define routing rules and decision trees
Topic 6: Manage cases and knowledge management	51-55%	- Configure Dynamics 365 Copilot for Service - 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. Configure case types and statuses 2. Implement case routing and queues 3. Manage case hierarchies and relationships
Topic 7: Implement Connected Customer Service	2-6%	- Set up IoT and field service integration
Topic 8: 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

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q352-Q357):

NEW QUESTION # 352
You manage Dynamics 365 for Customer Service.
You need to create a list of holidays and ensure that existing service-level agreements (SLAs) observe those holidays.
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:

References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/create-customerservice-s

NEW QUESTION # 353
You manage Dynamics 365 for Customer Service.
You need to configure automatic case creation for emails received by customers who have a support contract.
What should you do?

A. Create an automatic record creation and update rule.
Set the source type to service activity.
Configure the rule to send automatic email responses to customers when records are created.
B. Create an automatic record creation and update rule.
Set the source type to email.
Configure the rule to send automatic email responses to customers when records are created.
C. Create an automatic record creation and update rule.
Set the source type to email. If a valid entitlement exists, configure the rule to create a case.
D. Configure service level agreements to be on hold until a call can be made to the customer.

Answer: C

NEW QUESTION # 354
You need to add the confirmation step for cases.
What should you edit?

A. Business process now
B. Environment
C. Common Data Service
D. Power Automate
E. Workflow

Answer: A

Explanation:
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

NEW QUESTION # 355
You are a Dynamics 365 for Customer Service administrator creating surveys for Voice of the Customer.
You must display the question: Have you used the product before? If the response is Yes, you must display additional questions concerning the product. If the answer is No, you must display a different set of questions concerning other products.
You need to select a survey feature to use.
Which survey feature should you use?

A. List of ratings
B. Basic
C. Response routing
D. Piping
E. Answer tag

Answer: C

Explanation:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design-advancedsurvey

NEW QUESTION # 356
You are creating a virtual agent to handle common customer inquiries.
The virtual agent must provide the ability to route customers to live agents for escalation.
You need to recommend a solution.
Which components should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation:
Graphical user interface, text, application, chat or text message Description automatically generated

Reference:
https://docs.microsoft.com/en-us/power-virtual-agents/advanced-hand-off

NEW QUESTION # 357
......

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