IT Certification

Microsoft MB-230 Real Exam Questions

Last Update: 23 Sep 2023


Guarantee your MB-230 exam success with examkiller's study guide. The MB-230 practice test questions are developed by experiences Microsoft Certification Professional...


Guarantee your MB-230 exam success with examkiller's study guide. The MB-230 practice test questions are developed by experiences Microsoft Certification Professionals who working in todays prospering companies and Microsoft exam data center.

Exam Number: MB-230

Exam Title: Microsoft Dynamics 365 Customer Service Functional Consultant

Passing Score: 700 (Total Score: 1000)(Tips: You should pass 70% for each section of the exam (bar on the chart), or else you still faild the exam even your total score more than 700 )

Origin Provider: ExamKiller

Total Questions: 222 QAs

Type: Real Exam Questions

Guarantee: 100% Pass Guarantee

Demo: Click Here for Check Demo

Microsoft MB-230 Exam Objectives

Manage cases and Knowledge Management (15–20%)

Create and manage cases

  • Configure cases
  • Manage case lists
  • Create and search for case records
  • Convert activities to cases
  • Perform case resolution
  • Implement parent/child cases
  • Merge cases
  • Set autonumbering for customer service entities

Configure and automate cases

  • Implement Advanced Similarity rules
  • Implement record creation and update rules
  • Route cases using basic routing rulesets
  • Customize the Case Resolution form
  • Configure Status Reason transitions
  • Configure business process flows

Implement Knowledge management

  • Configure the Knowledge Search control
  • Configure knowledge article search filters and search providers
  • Link an article with a case
  • Use Knowledge management to resolve cases
  • Manage the Knowledge management article lifecycle
  • Manage Knowledge management articles
  • Configure tables for Knowledge management
  • Manage knowledge article templates
  • Implement knowledge search
  • Configure categories and subjects
  • Convert cases to knowledge articles

Capture customer feedback by using Customer Voice

  • Create a survey
  • Describe survey elements including question types
  • Apply formatting and branding to a survey
  • Trigger distribution of a survey
  • Describe and analyze survey results including CSAT and Net Promoter Score (NPS)

Manage queues, entitlements, and SLAs (10–15%)

Create and manage queues

  • Describe use cases for each queue type
  • Configure queues
  • Add cases and activities to queues
  • Configure tables for queues
  • Perform queue operations including pick, release, remove, and delete operations

Create and manage entitlements

  • Configure and apply entitlements
  • Define and create entitlements including products, channels, contacts, allocations, and service-level agreements
  • Manage entitlement templates
  • Activate and deactivate entitlements
  • Renew or cancel an entitlement

Create and manage SLAs

  • Define and create service-level agreements (SLAs)
  • Configure SLA settings
  • Configure a holiday schedule
  • Configure a customer service schedule
  • Implement actions by using Power Automate
  • Manage cases that are associated with SLAs
  • Manually apply an SLA
  • Create and manage SLA items including KPIs, warning actions, success actions, and applicability

Implement unified routing

  • Describe unified routing stages
  • Configure work classification and assignments
  • Configure assignment rules
  • Configure workstreams
  • Configure queues
  • Configure user attributes including capacity profiles
  • Configure skills-based routing
  • Configure unified record routing

Implement scheduling (5–10%)

Manage resources

  • Configure business closures
  • Configure organizational units
  • Configure resources
  • Configure work hours
  • Configure facilities and equipment

Manage services

  • Define services
  • Schedule a service activity
  • Configure fulfillment preferences

Implement Omnichannel for Customer Service (10–15%)

Deploy Omnichannel for Customer Service

  • Provision Omnichannel for Customer Service
  • Configure application settings including data masking, operating hours, authentication settings, self-service settings, and sentiment analysis
  • Configure work streams
  • Configure routing values
  • Implement context variables

Manage channels

  • Configure channels
  • Enable the chat widget on websites
  • Configure pre-chat surveys
  • Configure proactive chat
  • Configure Short Message Service (SMS)
  • Configure the voice channel

Configure the supervisor experience

  • Configure Omnichannel Insights dashboard
  • Configure intraday insights
  • Customize KPIs for intraday insights
  • Enable sentiment analysis

Manage analytics and insights (5–10%)

Configure insights

  • Customer Service historical analytics
  • Configure topic clustering
  • Configure Knowledge search analytics

Create and configure visualizations

  • Configure tier 1 and tier 2 interactive dashboards
  • Design and create customer service charts
  • Design reports by using the Report wizard
  • Design and create Power BI reports and dashboards

Implement Customer Service workspaces (10–15%)

Describe Customer Service workspaces

  • Configure session management
  • Configure administration features
  • Describe navigation and sessions

Implement App Profile Manager

  • Implement app profiles
  • Configure session, application, and notification templates
  • Configure macros and agent scripts
  • Configure Smart Assist

Implement Microsoft Power Platform (15–20%)

Configure model-driven apps

  • Create and configure forms
  • Create and configure views
  • Configure site maps

Create custom apps

  • Create task-specific canvas or model apps
  • Embed apps in Dynamics 365 Customer Service
  • Create a custom portal to support customer service processes

Integrate Power Virtual Agents chatbots with Dynamics 365 Customer Service

  • Describe Power Virtual Agents components and concepts
  • Integrate Power Virtual Agents with Dynamics 365 Customer Service
  • Escalate conversations to a live agent
  • Manage chatbots

Implement Connected Customer Service (5–10%)

Describe Connected Customer Service

  • Describe IoT components
  • Identify use cases for Connected Customer Service

Implement Connected Customer Service with IoT Hub

  • Manage IoT devices
  • Manage security roles for Connected Customer Service

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