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MB-230: Microsoft Dynamics 365 Customer Service Exam Certification Path
MB-230: Microsoft Dynamics 365 Customer Service Exam is foundation level Certification. As such There is no prerequisite for this course. Anyone who is having keen and familiar with Microsoft technology are well invited to pursue this certification.
Reference: https://www.microsoft.com/en-us/learning/exam-mb-230.aspx
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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.
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Microsoft MB-230日本語 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Implement routing and work distribution | 2-6% | - Configure unified routing
|
| Manage analytics, visualizations, and insights | 5-9% | - Create and manage dashboards and reports
|
| Implement Customer Service multi-session experience | 5-9% | - Configure Customer Service workspace
|
| Manage cases and knowledge management | 51-55% | - Create and manage cases
|
| Implement Connected Customer Service | 2-6% | - Set up IoT and field service integration |
| Implement scheduling | 10-14% | - Configure service scheduling
|
| Implement Microsoft Power Platform integration | 2-6% | - Integrate Power Apps and Power Automate
|
| Manage entitlements and service level agreements (SLAs) | 15-19% | - Configure entitlements
|
Microsoft Dynamics 365 Customer Service Functional Consultant (MB-230日本語版) Sample Questions:
あなたは Dynamics 365 for Customer Service 管理者です。Voice of the Customer を使用して調査をレビューしています。調査回答者は全体的な満足度を 10 パーセントと評価しました。
回答に基づいて追加の質問をする必要があります。
どの 4 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:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design-advancedsurvey
Dynamics 365 Customer Service でナレッジ管理を設定しています。
管理者は、エージェントがナレッジ ベースを使用する際に最も多く検索されるキーワードに関する統計を表示したいと考えています。管理者が上位の検索語を表示できるようにする必要があります。どの 2 つの手順を構成する必要がありますか。正解はそれぞれソリューションの一部を示します。注: 正解の選択はそれぞれ 1 ポイントの価値があります。
- A. 追加機能を追加した後、ナレッジ検索分析を選択します。
- B. ナレッジ分析を有効にします。
- C. ナレッジ提案セクションコントロールを追加します。
- D. 履歴分析を有効にします。
- E. ナレッジ記事の提案を有効にします。
Correct Answer: A,B 🗳️
産業用暖房、換気、空調ユニット (HVAC) を製造する会社が Dynamics 365 Customer Service を導入しています。
会社では、販売前の問い合わせと既存の顧客サポートの通話を処理する販売前ソリューションを必要としています。ソリューションは次の要件を満たす必要があります。
プリセールスの問い合わせ処理は、サポートコールの処理とは別に維持する必要があります。
会社の Web サイトから収集された販売前の問い合わせは、各国の専任チームが先着順で処理する必要があります。
特定の HVAC システムに関するサポート コールは、それぞれの認定技術者にのみ送信する必要があります。
ソリューションを構成する必要があります。
どのコンポーネントを構成する必要がありますか? 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: Queue
Presales inquiries captured from the company website must be handled by dedicated teams for each country on a first-come, first-served basis.
The idea of FIFO queuing, also called first-come, first-served (FCFS) queuing, is simple: The first item that arrives at a router is the first item to be handled.
Box 2: Workstream
Presales inquiry handling must be maintained separately from support call handling.
A workstream is a container to enrich, route, and assign work items. The workstream is associated with a channel, such as live chat, voice, or case.
The workstream can belong to multiple channels of the same type, like multiple chat channels. In this case, all the conversations from these channels inherit the routing and work assignment settings of the workstream they belong to.
Box 3: Assignment ruleset
Support calls for specific HVAC systems must be directed only to their respective certified technicians.
Assignment methods determine how a work item is assigned. You can use the out-of-the-box assignment methods or build custom assignment rules by configuring the prioritization rules and assignment rulesets The following assignment methods are available out of the box:
* Highest capacity: Assigns work item to the agent with the highest capacity, among those who have the skills identified during the classification stage, and who have the presence as specified in the allowed presence option of the workstream. In this assignment method, the work items are prioritized in the first in first out manner, that is, the work item that was created first is assigned first. If more than one agent is available with the same capacity, the work item is assigned randomly.
* Round robin
Reference:
https://www.sciencedirect.com/topics/computer-science/first-come-first-served
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-workstreams
https://docs.microsoft.com/en-us/dynamics365/customer-service/assignment-methods
Dynamics 365 for Customer Serviceを使用します。
業務プロセスフローを作成する必要があります。
どの3つのエンティティを使用できますか？それぞれの正解がソリューションの一部を示しています。
注：それぞれの正しい選択は1ポイントの価値があります。
- A. 社会活動
- B. 目標
- C. ロールアップクエリ
- D. レター
- E. ケース
Correct Answer: A,D,E 🗳️
あなたは Dynamics 365 for Customer Service 管理者です。組織には保証管理のための複数のビジネス プロセス フローがあります。
ビジネス プロセス フローを管理する必要があります。
何を設定する必要がありますか? 回答するには、回答領域で適切な設定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:
Viewing page 1 out of 75 pages.
Viewing questions 1-5 out of 373 questions.
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