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Microsoft MB-230 Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Implement Microsoft Power Platform	10%	- Configure Power Automate 1. Configure triggers and actions 2. Create and manage flows 3. Use Common Data Service connector - Configure Power Virtual Agents 1. Configure topics and entities 2. Create chatbots 3. Integrate chatbots with Customer Service
Topic 2: Manage entitlements and SLAs	15%	- Create and manage SLAs 1. Define and configure SLA KPIs 2. Create SLA items and actions 3. Enable SLAs for entities 4. Use hierarchical SLA configurations - Create and manage entitlements 1. Apply entitlements to cases 2. Create and activate entitlements 3. Define and manage entitlement templates
Topic 3: Implement routing	10%	- Configure unified routing 1. Configure work distribution 2. Configure work classification 3. Configure assignment methods - Manage queues and routing 1. Create and manage queues 2. Configure routing rules 3. Configure advanced routing rules
Topic 4: Implement scheduling	5%	- Manage services 1. Schedule service activities 2. Define service activities - Manage resources 1. Configure resource calendars and working hours 2. Define resources and resource groups
Topic 5: Manage analytics, visualizations, and insights	10%	- Configure Customer Service Insights 1. Configure dashboards and charts 2. Configure Power BI integration 3. Configure Customer Service historical analytics - Manage insights 1. Analyze Omnichannel insights 2. Monitor and improve service with analytics 3. Analyze conversation insights
Topic 6: Implement Connected Customer Service	10%	- Manage Connected Customer Service scenarios 1. Configure asset management 2. Manage customer assets 3. Configure proactive service - Configure IoT integration 1. Create cases from IoT alerts 2. Manage IoT devices 3. Configure IoT alerts
Topic 7: Implement multi-session experiences for Customer Service	20%	- Configure the Customer Service workspace 1. Configure notifications 2. Configure apps and templates 3. Configure session management 4. Configure productivity tools - Configure and manage Omnichannel 1. Configure routing and assignment 2. Manage context variables 3. Configure agent scripts 4. Configure work streams and queues - Manage channels 1. Configure Chat 2. Configure SMS 3. Configure Microsoft Teams integration 4. Configure Voice
Topic 8: Manage cases and Knowledge Management	20%	- Create and manage cases 1. Analyze cases with interactive dashboards 2. Customize case views 3. Create case and child case 4. Identify and create cases from activities 5. Use case routing rules - Manage Knowledge Management 1. Use knowledge article templates 2. Create and manage knowledge articles 3. Manage the Knowledge Management lifecycle 4. Configure entities for Knowledge Management

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q340-Q345):

NEW QUESTION # 340
You are configuring a Dynamics 365 for Customer Service instance.
Customer service manager cannot create new entitlements for customer service representatives.
You need to ensure that customer service managers can add new entitlement templates and knowledge base records for customer service representatives.
Which access levels should you apply? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

NEW QUESTION # 341
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?

A. In the old entitlement, zero out the remaining terms and the total terms. Activate the entitlement.
B. Add the new end date to the current entitlement and set new terms. Activate the entitlement.
C. Make a copy of the old entitlement. Activate the copy.
D. Create a new template with the dates and terms. Activate the template.
E. Delete the old entitlement. Create a new entitlement template.

Answer: B

NEW QUESTION # 342
You are describing Power Virtual Agents to executives at a company.
The executives want to know which features are available out of the box.
You need to describe these features.
Which three features are available? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

A. Assign cases to specific users.
B. Display a view of customer cases to users.
C. Escalate to a live person.
D. Use bots in post-chat surveys through routing rules.
E. Monitor bot conversations in real time.

Answer: B,C,E

Explanation:
A: Smart assist is an intelligent assistant that provides real-time recommendations to agents, helping them take actions while interacting with customers. It allows organizations to build a custom bot and plug-in to their environment. These custom bots interpret conversations in real time and provide relevant recommendations such as knowledge articles, similar cases, and next-best steps to the agent's user interface.
C: With Power Virtual Agents, you can hand off conversations to live agents seamlessly and contextually.
When you hand off a conversation, you share the full history of the conversation (the context) as well as all user-defined variables. Having access to this context means live agents that are using any connected engagement hub can be notified that a conversation requires a live agent, see the context of the prior conversation, and resume the conversation.
Reference:
https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/smart-assist
https://docs.microsoft.com/en-us/power-virtual-agents/advanced-hand-off

NEW QUESTION # 343
Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.
After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.
You are configuring a business process flow for a case entity.
All cases must be flagged for review.
You need to complete configuration of the business process flow.
Solution: For a new action named Ready for review, disable the As a business process flow action step option.
Does the solution meet the goal?

A. No
B. Yes

Answer: A

Explanation:
Section: Topic 1, Perform Configuration

NEW QUESTION # 344
You are configuring a Dynamics 365 for Customer Service instance.
Customer service manager cannot create new entitlements for customer service representatives.
You need to ensure that customer service managers can add new entitlement templates and knowledge base records for customer service representatives.
Which access levels should you apply? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

NEW QUESTION # 345
......

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