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Topics of MB-230: Microsoft Dynamics 365 Customer Service Exam
Candidates must know the exam topics before they start of preparation. because it will really help them in hitting the core. Our Microsoft MB-230 exam dumps will include the following topics:
1. Perform configuration (25-30%)
Configure Service Management settings
- Configure queues
- Create routing rules
- Configure customer service schedule
- Configure goal management components
- Configure user work hours
- Configure services
- Configure customer service security roles
- Configure holiday schedule
- Configure categories and subjects
- Describe process of record creation and update rules
- Configure cases
Configure processes
- Configure custom business process flows
- Implement business process flows from Microsoft AppSource
Create and configure customer service visualizations
- Design and create customer service charts
- Configure customer service content pack for Power BI
- Execute and analyze customer service reports
- Configure customer service dashboards
2. Manage cases and the knowledge base (30-35%)
Create and manage cases
- Configure status reason transitions
- Implement case routing rules
- Manage case list
- Create and search for case records
- Perform case resolution
- Implement parent/child cases
- Merge cases
- Convert activities to cases
Create and manage the knowledge base
- Search for articles
- Use the knowledge base to resolve cases
- Create and manage knowledge base article lifecycle
- Create and manage knowledge base articles
- Link an article with a case
- Configure entities for knowledge management
3. Manage queues, entitlements, and SLAs (25-30%)
Create and manage queues
- Differentiate queue types
- Configure entities for queues
- Configure queue email settings
- Implement case routing
- Add cases and activities to queues
- Configure record creation and update rules
Create and manage entitlements
- Renew or cancel an entitlement
- Assign an entitlement to a case
- Activate and deactivate entitlements
- Manage entitlement templates
- Define and create entitlements
Create and manage SLAs
- Define and create SLAs
- Use SLAs on-demand
- Implement actions and details
- Manage cases with SLAs
- Determine SLA conditions
- Create and manage SLA items
4. Configure voice of the customer (15-20%)
Create surveys
- Configure survey unsubscription options
- Identify survey question types
- Add pages to a survey and personalize data
- Identify respondent types
- Create a theme and upload images
- Add survey questions
- Configure response routing
- Configure survey scoring
Preview, test, and publish surveys
- Distribute survey link using email
- Embed a survey in a web page
- Clone, import, and translate surveys
Manage survey responses
- Implement workflow conditional logic for survey actions
- Create business actions based upon survey responses
- Summarize survey results
- Determine report types
Microsoft MB-230 Practice Test Questions, Microsoft MB-230 Exam Practice Test Questions
The candidates for the MB-230: Microsoft Dynamics 365 Customer Service exam are looking to obtain the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification. These individuals possess competence in implementing omnichannel solutions focusing on quality, efficiency, service, reliability, and customer satisfaction. The applicants should have expertise in designing and implementing service management reports and visualizations offered by and in collaboration with the Solution Architects.
Scheduling Implementation: 10-15%
- Resources Management: This topic requires your expertise in configuring resources, business closures, organizational units, work hours, and equipment and facilities.
- Services Management: The test takers will need to demonstrate their skills in defining services, scheduling service activities, and configuring fulfillment preferences. They will also need to show their expertise in a scheduling service activity with schedule boards and creating the schedule boards.
Associated Certification
The Microsoft MB-230 is one of the certification exams required to earn the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate. This certificate is appropriate for individuals who want to develop CX solutions that are agile, fast, and leverage Artificial Intelligence to anticipate business needs. To get certified, however, every candidate is required to pass PL-200 exam in addition to MB-230.
Reference: https://www.microsoft.com/en-us/learning/exam-mb-230.aspx
Microsoft MB-230日本語 Exam Overview:
| Certification Vendor: | Microsoft |
|---|---|
| Exam Name: | Microsoft Dynamics 365 Customer Service Functional Consultant |
| Exam Number: | MB-230 |
| Exam Price: | $165 USD |
| Passing Score: | 700 |
| Exam Format: | Multiple choice, Drag and drop, Case studies, Fill in the blank, Multiple select |
| Real Exam Qty: | 40-60 |
| Exam Duration: | 120 minutes |
| Related Certifications: | Microsoft Certified: Dynamics 365 Customer Engagement Functional Consultant Associate |
| Certificate Validity Period: | 1 year |
| Available Languages: | Portuguese (Brazil), French, Spanish, Chinese (Simplified), Italian, German, Japanese, English |
| Recommended Training: | Microsoft Learn Learning Paths MB-230 Study Guide |
| Exam Registration: | Pearson VUE Scheduling Microsoft Learn Exam Registration |
| Sample Questions: | Microsoft MB-230日本語 Sample Questions |
| Exam Way: | Online proctored or onsite at Pearson VUE test centers |
| Pre Condition: | No mandatory prerequisites; recommended to have 6+ months of experience implementing Dynamics 365 Customer Service solutions |
| Official Syllabus URL: | https://learn.microsoft.com/en-us/credentials/certifications/exams/mb-230/ |
Microsoft MB-230日本語 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Manage entitlements and service level agreements (SLAs) | 15-19% | - Implement SLAs
|
| Manage cases and knowledge management | 51-55% | - Implement knowledge management
|
| Implement scheduling | 10-14% | - Configure service scheduling
|
| Implement Connected Customer Service | 2-6% | - Set up IoT and field service integration |
| Implement Microsoft Power Platform integration | 2-6% | - Integrate Power Apps and Power Automate
|
| Implement Customer Service multi-session experience | 5-9% | - Configure Customer Service workspace
|
| Implement routing and work distribution | 2-6% | - Configure unified routing
|
| Manage analytics, visualizations, and insights | 5-9% | - Create and manage dashboards and reports
|
Microsoft Dynamics 365 Customer Service Functional Consultant (MB-230日本語版) Sample Questions:
ある会社では Dynamics 365 Customer Service を使用しています。この会社は、チャットボットをオムニチャネル構成に接続します。
チャットボットはエージェントへの通話をエスカレーションしません。
チャットボットの問題をトラブルシューティングする必要があります。
どの順序でアクションを実行すればよいですか? 回答するには、アクション リストからすべてのアクションを回答領域に移動し、正しい順序に並べます。
注意: 回答の選択肢の順序は複数あっても正解です。正解の順序を選択した場合でも、得点は得られます。
Correct Answer:
Explanation:
ある会社では Dynamics 365 Customer Service を使用しています。
エージェントのケース解決時間に関するテレメトリから、エージェントがケースの解決に平均 20 分を費やしていることがわかります。分析により、エージェントは関連するアカウントのデータを表示および変更する必要があることが多いため、解決時間が長くなることが判明しました。
同社では、エージェントが各レコードに移動することなく、単一の画面でデータを入力し、複数のレコードを編集できるソリューションを必要としています。
ソリューションを作成する必要があります。
実行すべき 2 つのアクションはどれですか? それぞれの正解は解決策の一部を示しています。
注意: 正解を選ぶごとに1ポイント獲得できます
- A. ケース フォームにアカウントの編集可能なグリッドを追加します。
- B. ケース ビューに編集可能なグリッド コントロールを追加します。
- C. ケース ビューの編集可能なグリッドを構成して、アカウントの詳細を含めます。
- D. ネストされたグリッド ビューを構成します。
Correct Answer: A 🗳️
あなたは企業向けにDynamics 365 Contact Centerを導入しようとしています。
ユーザーは、以下のタスクを完了するために権限を必要とします。
* 新しいクイック返信を設定します。
* エージェントスクリプトの管理、
* ユーザーのキュー割り当てを変更します。
* 新しいプレゼンスを追加し、それをデフォルトとして設定します。
セキュリティロールは、最小権限の原則に基づいて割り当てる必要があります。
各要件にどのセキュリティロールを割り当てるべきですか？回答するには、適切なセキュリティロールを正しい要件に移動してください。各セキュリティロールは、1回、複数回、またはまったく使用しない場合があります。コンテンツを表示するには、ペイン間の分割バーを移動したり、スクロールしたりする必要がある場合があります。
注：正解ごとに1ポイントが加算されます。
Correct Answer:
Explanation:
組織は Dynamics 365 Customer Service を使用しています。顧客サービス キューは実装されていません。
カスタマー サービス担当者 (CSR) は、大量の電子メール問い合わせに対応できません。他の従業員は、カスタマー サービス キューにルーティングされたメッセージを読んで返信する必要があります。
カスタマー サービス メール用のキューを作成する必要があります。
どの 3 つのアクションを順番に実行する必要がありますか? 回答するには、アクション リストから適切なアクションを回答領域に移動し、正しい順序で並べます。
Correct Answer:
Explanation:
Create a queue in Customer Service app
To create or edit a queue
* Go to Settings > Service Management.
* Select Queues. (Step 1)
* To create a new queue, select New. (Step 2)
* Fill in the details.
* Select Save.
Step 3: Change the queue type to Public
Other employees must read and respond to messages that are routed to a customer service queue.
In Customer Service, you can create two types of queues:
Public queues: Create to let everyone in the organization view the queue and all of its items.
Private queues: Create with limited set of members to help those members easily view the queue items in that queue. Private queues streamline queue items for the members of that queue only and help to remove clutter from other user's views.
キューを構成する必要があります。
どの構成を使用すればよいですか? 回答するには、回答領域で適切なオプションを選択してください。
注意: 正しい選択ごとに 1 ポイントが付与されます。
Correct Answer:
Explanation:
Box 1: Record Creation and Update rule
Reduce the need for manually creating cases from incoming emails and increase the efficiency of customer service agents by creating automatic case creation rules in Dynamics 365 Customer Service.
Box 2: Routing Rule
Unified routing is an intelligent, scalable, and enterprise-grade routing and assignment capability that can direct the incoming work item to the best-suited queue and agent by adhering to work item requirements and matching them with the agent's capabilities.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/automatically-create-case-from-email
https://docs.microsoft.com/en-us/dynamics365/customer-service/overview-unified-routing
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