Microsoft MB-230 : Microsoft Dynamics 365 Customer Service Functional Consultant

Omnichannel For Customer Service Implementation: 30-45%

• Power Virtual Agents Implementation: The individuals should learn how to explain the concepts and components of Virtual Agents. They also need the skills in integrating Power Virtual Agents and Dynamics 365 Customer Service. Additionally, they should be able to escalate a conversation to a live agent.
• Supervisor Experience Configuration: The learners need to demonstrate their skills in enabling sentiment analysis, customizing KPI or intra-day insight, as well as configuring intra-day insights and Omnichannel Insights dashboard.
• Agent Experience Configuration: This topic measures your skills in creating macros, defining agent scripts, configuring notifications, Quick Responses, as well as sessions & applications.
• Work Distribution: The candidates need to possess competence in configuring workstreams, routing values, and entity routing. Additionally, they should be able to demonstrate their expertise in implementing context variables and explaining the variations between channel routing and entity routing.
• Omnichannel for Customer Service Deployment: This subtopic will evaluate the skills of the applicants in managing queues and defining user settings. It will also measure competence in configuring skill-based routing, configuring application settings, and provisioning Omnichannel for Customer Service.
• Channels Management: This subdomain equips the examinees with the skills needed to configure channels, pre-chat surveys, Secure Message Service, and proactive chat. It also requires their experience in explaining the use cases for Channel Integration Frameworks and enabling chat widgets on the websites.

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MB-230 Structure

• The format of the questions can be multiple-choice, drag and drop, build lists, active screen, etc.
• The number of questions ranges from 40 to 60.
• It is delivered in English.
• The cost of such an exam is $165 based on the country, where the exam is proctored.
• Candidates can take 180 minutes to complete the final exam.

Reference: https://www.microsoft.com/en-us/learning/exam-mb-230.aspx

Microsoft MB-230 Exam Syllabus Topics:

Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions:

Question #1
You are configuring Copilot in Dynamics 365 Customer Service.
You attempt to enable the Ask a Question feature, but it is unavailable due to missing knowledge sources.
You need to add the missing knowledge sources to enable Ask a Question.
Which three knowledge sources should you use? Each correct answer presents a complete solution. Choose three.
NOTE: Each correct selection is worth one point.

A. Embedded Teams chat
B. Response translations
C. Share Point site
D. Knowledge base
E. Trusted websites

Question #2
You are configuring a Dynamics 365 for Customer Service instance.
Customer service manager cannot create new entitlements for customer service representatives.
You need to ensure that customer service managers can add new entitlement templates and knowledge base records for customer service representatives.
Which access levels should you apply? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Question #3
A client wants to use the knowledge base in Dynamics 365 Customer Service.
You need to identify the state of a knowledge base article when an event occurs.
What are the states of the articles? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Question #4
You are a customer service schedule administrator for a company. The company hires an electrical engineer who will work remotely.
You need to set the resource to enable the engineer to work remotely.
Which three actions should you perform next in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.

Question #5
A company uses Dynamics 365 Customer Service.
You are configuring the advanced similarity rules. You create a similarity rule on cases and put an exact match for the Modified On field in the Match Fields tab.
You test the rule and discover that exact matches do not appear.
You need to determine why the rule is not working.
What are two possible reasons why the rule is not working? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

A. The Modified On field is not set to searchable in the customization of the case entity in the solution.
B. The security role is not set to run the similarity rule.
C. The similarity rule was not published.
D. A Power Automate flow was not created.
E. The similarity rule is deactivated.

Solutions: