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Microsoft MB-230 Exam Questions
- Microsoft Dynamics 365 Certifications
- Microsoft Dynamics 365 Customer Service Functional Consultant Associate Certifications
- Topic 1: Manage cases and Knowledge Management: This domain covers how to configure cases, manage cases, create and search for case records, convert activities to cases, perform case resolution, and manage parent/child cases. More topics include defining foundational Customer Service components such as security roles and service app interfaces. It includes managing knowledge article feedback with customer feedback and voice.
- Topic 2: Manage entitlements and SLAs: This domain includes how to create and manage entitlements, activate and deactivate entitlements, configure SLA settings, apply SLAs, and enable tables for enhanced SLAs.
- Topic 3: Implement Scheduling: This domain covers how to set up service scheduling, define business closures, set up resources, work hours, facilities and equipment, and categories and characteristics in addition to implementing and scheduling schedule boards.
- Topic 4: Implement multi-session experiences for Customer Service: This domain covers how to deploy omnichannel for customer service, managing a chat widget, pre-chat surveys, proactive chat, and the voice channel. Moreover, this domain covers configuring agent productivity tools and agent workspaces with agent productivity AI capabilities.
- Topic 5: Manage analytics, visualizations, and insights: This domain covers how to configure insights, configure historical analytics, configure and build reports, and omnichannel insights.
- Topic 6: Implement Microsoft Power Platform: This module covers how to create and configure forms, configure views, configure site maps, and columns. It covers creating custom apps and deploying Microsoft Copilot Studio components and concepts in addition to integrating Microsoft Copilot Studio with Dynamics 365 Customer Service.
- Topic 7: Implement Connected Customer Service: This domain covers IoT components, identifying use cases for connected customer service, , managing IoT devices, interacting with IoT devices, etc.
- Topic 8: Implement routing: In this section, candidates are tested for configuring work classification and assignments including rules, user attributes including capacity profiles, and implementing basic case routing rules while managing queues.
Free Microsoft MB-230 Exam Actual Questions
Note: Premium Questions for MB-230 were last updated On Jul. 20, 2024 (see below)
A customer service manager wants to find out how agents describe the reasons that customers call in for support. The manager also wants topics to be automated.
You need to ensure that the manager's requirements are met.
What should you configure?
A company has a Customer Service deployment. The company plans to implement the following:
* Al 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?
A company implements Customer Service
You enable Customer Service historical analytics.
You need to identify which feature is enabled automatically when Customer Service historical analytics is enabled.
Which feature should you identify?
A company has a Customer Service deployment. The company plans to implement the following:
* Al 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?
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 environment and implements historical analytics reports.
Users report that they are not able to access the historical analytics reports.
You need to ensure users can access the reports.
Solution: Add the users to the customer service representative security role.
Does the solution meet the goal?
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Millie
18 days agoSabine
22 days agoLauna
1 months ago