MB-230 - Microsoft Dynamics 365 Customer Service Functional Consultant Practice Test
Gana confianza para MB-230 - Microsoft Dynamics 365 Customer Service Functional Consultant. Practica los conceptos, comprende las respuestas y refuerza tus conocimientos pregunta a pregunta.
Probar una preguntaDescripción y detalles del examen
The MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant certification validates your expertise in implementing, configuring, and extending the Dynamics 365 Customer Service application to meet modern customer engagement requirements. This professional credential demonstrates your ability to design service solutions that streamline case management, automate service-level agreements (SLAs), empower agents with knowledge management tools, and optimize scheduling and resource management. Earning this certification signifies a deep, functional understanding of how to translate business requirements into a scalable, efficient service operation within the Dynamics 365 platform. It is a critical benchmark for consultants, solution architects, and functional leads responsible for enhancing customer satisfaction, improving agent productivity, and driving operational efficiency through digital transformation. Holders of this certification are recognized for their skills in configuring core service modules, managing entitlements and queues, and implementing omnichannel experiences, making them valuable assets in organizations prioritizing customer-centric service delivery.
Preguntas de Muestra
Elige una respuesta y consulta la explicación para ver cómo funciona la práctica.
A representative opens a case in the Customer Service Hub that has an enhanced SLA applied to it. What should the representative expect the system to display to help track the SLA?
An administrator is working in Dynamics 365 Customer Engagement (on-premises) version 9.1 and wants to know which client interface the user profile documentation covers. Which client applies?
An administrator enables unified routing for records, but an active basic routing rule stops routing new records. What must be configured before records will route again?
A contact center wants customers who arrive through queues to be handed off from AI agents to human representatives according to a defined timetable. Which capability should be configured to control this transition?
An administrator is building an assignment rule and chooses a static match type for a condition. How is that condition formed?
Qué temas cubre este examen
Usa las ponderaciones publicadas de los dominios para planificar tu estudio. Los resultados de práctica no predicen tu puntuación en el examen de certificación.
01Manage cases in Customer Service
Temas
- Define and configure foundational Customer Service components
- Implement and monitor record creation and update rules
- Configure and modify the case resolution experience
- Configure and manage security roles
- Configure the timeline control, including records, card forms, and highlights
- Create and administer knowledge management
- Configure internal knowledge search capabilities
- Configure tables for knowledge management
- Manage translated knowledge articles
- Integrate and search external knowledge sources
- Configure AI suggestions and Copilot-led knowledge article creation
- Manage collaboration
- Configure Microsoft Teams chat
- Configure Join a Teams call for specific users
- Configure suggested contacts in Microsoft Teams, including by using AI and rules-based suggestions
- Configure Teams collaboration experience
- Manage agents and Copilot in Service features
- Configure Ask a Question, including filtering content
- Configure case, timeline, and conversation summaries
- Configure Draft a Response
- Configure the Case Management Agent
- Integrate agents with Customer Service, including plug-ins and knowledge sources
- Create and manage SLAs for cases
- Configure SLA settings
- Implement actions by using Power Automate
- Apply SLAs
- Create and manage SLA items including key performance indicators (KPIs), warning actions, success actions, and applicability
- Configure a timer control on a form
- Create SLA KPIs
Objetivos de aprendizaje
- Define and configure foundational Customer Service components
- Implement and monitor record creation and update rules
- Configure and modify the case resolution experience
- Configure and manage security roles
- Configure the timeline control, including records, card forms, and highlights
- Create and administer knowledge management
- Configure internal knowledge search capabilities
- Configure tables for knowledge management
- Manage translated knowledge articles
- Integrate and search external knowledge sources
- Configure AI suggestions and Copilot-led knowledge article creation
- Manage collaboration
- Configure Microsoft Teams chat
- Configure Join a Teams call for specific users
- Configure suggested contacts in Microsoft Teams, including by using AI and rules-based suggestions
- Configure Teams collaboration experience
- Manage agents and Copilot in Service features
- Configure Ask a Question, including filtering content
- Configure case, timeline, and conversation summaries
- Configure Draft a Response
- Configure the Case Management Agent
- Integrate agents with Customer Service, including plug-ins and knowledge sources
- Create and manage SLAs for cases
- Configure SLA settings
- Implement actions by using Power Automate
- Apply SLAs
- Create and manage SLA items including key performance indicators (KPIs), warning actions, success actions, and applicability
- Configure a timer control on a form
- Create SLA KPIs
02Configure representative experience and routing
Temas
- Configure routing
- Configure workstreams
- Configure user settings
- Manage capacity profiles
- Configure work classification and assignments, including rules
- Configure basic routing rulesets
- Configure skills-based routing and skill finder models
- Configure queues
- Configure routing for records
- Configure productivity tools
- Configure scripts, including slugs
- Create macros
- Configure the Copilot Service workspace
- Configure session templates
- Create experience profiles
- Configure the Inbox, including creating custom views
- Configure application tab templates
Objetivos de aprendizaje
- Configure routing
- Configure workstreams
- Configure user settings
- Manage capacity profiles
- Configure work classification and assignments, including rules
- Configure basic routing rulesets
- Configure skills-based routing and skill finder models
- Configure queues
- Configure routing for records
- Configure productivity tools
- Configure scripts, including slugs
- Create macros
- Configure the Copilot Service workspace
- Configure session templates
- Create experience profiles
- Configure the Inbox, including creating custom views
- Configure application tab templates
03Extend Customer Service
Temas
- Configure the data model and UI components
- Create and configure forms
- Create and configure views
- Configure model-driven app components
- Create and configure columns
- Configure alerts and in-app notifications
- Create or modify a table
- Configure relationships
- Configure Dataverse search
- Create and manage email templates
- Capture customer feedback by using Customer Voice
- Trigger distribution of a survey
- Personalize a survey
- Populate survey results against cases and conversations
Objetivos de aprendizaje
- Configure the data model and UI components
- Create and configure forms
- Create and configure views
- Configure model-driven app components
- Create and configure columns
- Configure alerts and in-app notifications
- Create or modify a table
- Configure relationships
- Configure Dataverse search
- Create and manage email templates
- Capture customer feedback by using Customer Voice
- Trigger distribution of a survey
- Personalize a survey
- Populate survey results against cases and conversations