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Microsoft MB-230 Exam Syllabus Topics:

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

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q15-Q20):

NEW QUESTION # 15
A service manager discovers a high number of cases in the agent queues. Cases are created manually but can be reassigned using a workflow or custom API.
The manager needs to know whether cases are getting duplicated because of simultaneous case creation or simultaneous case assignment.
You need to identify the number of cases that are created in each scenario.
How many cases are created? To answer, drag the appropriate cases created options to the correct simultaneous actions. Each cases created option may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view content.
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/set-up-queues-manage-activities-cases

NEW QUESTION # 16
Your company uses Dynamics 365 Customer Service.
You are designing a survey to send out each time a case closes. The survey must adapt to display additional questions within the same survey if a customer chooses Dissatisfied as a survey answer.
You need to configure the survey.
Which feature should you use?

A. Branching rule
B. Multiple answer
C. Multiple-page survey
D. Post-survey message

Answer: A

NEW QUESTION # 17
You send surveys to customers who have opened cases within the past month.
You need to send a summary of the survey results to individuals who do not have a Dynamics
365 license.
What are two possible ways to achieve the goal? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

A. Run the summary report. Export the report to Microsoft Excel. Send the Excel file to the users.
B. Run the survey summary report. Print the report to a PDF file. Send the PDF file to the users.
C. Create a view with the data, and then email a link.
D. Run the survey summary report. Send a link to the report from within Dynamics 365.
E. Create a dashboard of the survey summary reports and share the dashboards with the users.

Answer: A,B

NEW QUESTION # 18
Drag and Drop Question
You are a Dynamics 365 system administrator.
Your customer service team must define goal metrics to track and measure all resolved cases.
You need to create a goal metric with a rollup field.
In which order should you perform the actions? To answer, move all actions from the list of actions to the answer area and arrange them in the correct order.

Answer:

Explanation:

Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/sales-enterprise/create- edit-goal-metric

NEW QUESTION # 19
Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution. Determine whether the solution meets 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.
An electrical engineering company is implementing Dynamics 365 Customer Service.
Engineers schedule work in one-hour blocks.
Engineers who complete a job before the end of the one-hour block must not be able to start a new job in that some block.
Engineers who require part of an additional one-hour block to complete a job must not be able to start a new job in that additional block.
You need to configure the fulfillment preference to meet the requirements.
Proposed solution: Create a timegroup with the preference setting of one hour.
Does the solution meet the goal?

A. Yes
B. No

Answer: B

Explanation:
Time groups enable schedulers to search and view results as blocks of time when using the schedule assistant.
Typical examples include mornings, afternoon, nights, and 2-hour windows. Unlike intervals, time groups do not dictate the start time of subsequent bookings. Time groups organize results, but leave the start time/arrival time as-is, based on the particular resource's schedule.
Instead: Proposed solution: Create a fulfillment record and set the interval to one hour.
Note: Fulfillment preferences are customizable entities that let you choose how schedule assistant results are displayed, like with neat hourly appointments or morning and afternoon time windows.
By default, the schedule assistant displays results based entirely on resource schedules and the earliest available time, such as 10:39 AM. With fulfillment preferences set to hourly, the same resource's availability shows as 11:00 AM. This makes it simpler for the scheduler to view and understand availability and communicate it to the customer.
Intervals
Intervals display schedule assistant results in neat time slots that dictate start time of subsequent bookings.
When configured as 30-minute intervals, the schedule assistant will display a resource available at 9:27 AM as available at 9:30 AM and will book the start time (arrival time) for 9:30 AM. This includes travel time for onsite requirements and work orders, meaning travel time will begin before 9:30 AM, and a field resource will arrive and start work at 9:30 AM.
Reference:
https://docs.microsoft.com/en-us/dynamics365/field-service/set-up-time-groups

NEW QUESTION # 20
......

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