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Microsoft MB-230 Exam Syllabus Topics:

SectionWeightObjectives
Manage entitlements and SLAs15%- Create and manage SLAs
  • 1. Define and configure SLA KPIs
  • 2. Enable SLAs for entities
  • 3. Create SLA items and actions
  • 4. Use hierarchical SLA configurations
- Create and manage entitlements
  • 1. Create and activate entitlements
  • 2. Apply entitlements to cases
  • 3. Define and manage entitlement templates
Implement routing10%- Manage queues and routing
  • 1. Configure advanced routing rules
  • 2. Create and manage queues
  • 3. Configure routing rules
- Configure unified routing
  • 1. Configure assignment methods
  • 2. Configure work classification
  • 3. Configure work distribution
Implement scheduling5%- Manage services
  • 1. Define service activities
  • 2. Schedule service activities
- Manage resources
  • 1. Define resources and resource groups
  • 2. Configure resource calendars and working hours
Manage analytics, visualizations, and insights10%- Configure Customer Service Insights
  • 1. Configure Customer Service historical analytics
  • 2. Configure dashboards and charts
  • 3. Configure Power BI integration
- Manage insights
  • 1. Analyze conversation insights
  • 2. Analyze Omnichannel insights
  • 3. Monitor and improve service with analytics
Implement Connected Customer Service10%- Manage Connected Customer Service scenarios
  • 1. Configure asset management
  • 2. Manage customer assets
  • 3. Configure proactive service
- Configure IoT integration
  • 1. Manage IoT devices
  • 2. Create cases from IoT alerts
  • 3. Configure IoT alerts
Manage cases and Knowledge Management20%- Manage Knowledge Management
  • 1. Manage the Knowledge Management lifecycle
  • 2. Use knowledge article templates
  • 3. Create and manage knowledge articles
  • 4. Configure entities for Knowledge Management
- Create and manage cases
  • 1. Customize case views
  • 2. Create case and child case
  • 3. Use case routing rules
  • 4. Analyze cases with interactive dashboards
  • 5. Identify and create cases from activities
Implement multi-session experiences for Customer Service20%- Configure and manage Omnichannel
  • 1. Manage context variables
  • 2. Configure agent scripts
  • 3. Configure routing and assignment
  • 4. Configure work streams and queues
- Configure the Customer Service workspace
  • 1. Configure productivity tools
  • 2. Configure apps and templates
  • 3. Configure notifications
  • 4. Configure session management
- Manage channels
  • 1. Configure Chat
  • 2. Configure Microsoft Teams integration
  • 3. Configure SMS
  • 4. Configure Voice
Implement Microsoft Power Platform10%- Configure Power Virtual Agents
  • 1. Configure topics and entities
  • 2. Create chatbots
  • 3. Integrate chatbots with Customer Service
- Configure Power Automate
  • 1. Configure triggers and actions
  • 2. Create and manage flows
  • 3. Use Common Data Service connector

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q149-Q154):

NEW QUESTION # 149
You need to implement a solution to provide the technician's utilization.
Which solution should you use?

Answer: B


NEW QUESTION # 150
You manage Dynamics 365 Customer Service. You have a routing rule set namedCustomerResolutionthat assigns general inquiry cases to a queue namedGeneralInquiry.
You need to assign technical support cases to a queue namedTechSupport.
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:

Explanation
Graphical user interface, text, application, email Description automatically generated

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-rules-automatically-route-cases


NEW QUESTION # 151
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.
A company has a Customer Service deployment.
The company plans to implement the following:
- AI suggestions for contacts in Teams.
- Training information about the capabilities of suggestions.
You need to identify the scenarios where the relevant contacts will be provided to users.
Solution: The number of similar cases that the suggested contacts have resolved.
Does the solution meet the goal?

Answer: A


NEW QUESTION # 152
You must set up the following:
* A work stream must be configured to use Twitter.
* The cases must automatically go to the next available sales representative.
* Any existing case that comes in must be assigned automatically to the sales representative who worked on the case originally.
You need to choose the correct setting.
Which setting 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, application Description automatically generated

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/channels
https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-entity-workstream
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-workstreams


NEW QUESTION # 153
You need to configure OmniChannel to route correctly.
Which options should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation:
Box 1: Two
You must create two types of Omnichannel queues: regular and escalated.
Box 2: Add a routing rule for a push on owner assignment in Omnichannel Tickets assigned to a representative must be automatically placed in that representative ' s queue.
A customer initiates a conversation from the portal, and the conversation reaches the Omnichannel system.
Now, based on the routing rules condition defined in the routing system, it starts routing the conversation to the appropriate queues.
When the conversation reaches to the queues, the work assignment system assigns the conversation based on triggers.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/routing-work-distribution-oca


NEW QUESTION # 154
......

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