Description

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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