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Skills Measured in MB-230 Exam
The Microsoft Dynamics 365 Customer Service certification exam tests one’s knowledge of customer service. Thus, the candidates should have in-depth knowledge of the industry terminology, standards, customer service operations. They should have solid skills to meet user needs by working with Dynamics 365 customer service. To add more, they should a deep comprehension of knowledge management, SLAs, Power Virtual Agents, Customer Service Insights, as well as Omnichannel for Customer Service.
How to Register For Exam MB-230: Microsoft Dynamics 365 Customer Service?
Reference: https://www.microsoft.com/en-us/learning/exam-mb-230.aspx
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Microsoft MB-230日本語 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Manage analytics, visualizations, and insights | 5-9% | - Implement Customer Voice surveys and feedback - Create and manage dashboards and reports
|
| Implement routing and work distribution | 2-6% | - Configure unified routing
|
| Manage entitlements and service level agreements (SLAs) | 15-19% | - Implement SLAs
|
| Implement Connected Customer Service | 2-6% | - Set up IoT and field service integration |
| Implement Customer Service multi-session experience | 5-9% | - Configure Customer Service workspace
|
| Implement Microsoft Power Platform integration | 2-6% | - Integrate Power Apps and Power Automate
|
| Implement scheduling | 10-14% | - Configure service scheduling
|
| Manage cases and knowledge management | 51-55% | - Implement knowledge management
|
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:
自動ケース作成の要件を満たす必要があります。
どうすればいいでしょうか? 回答するには、回答エリア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:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/automatically-create-case-from-email
https://cloudblogs.microsoft.com/dynamics365/it/2017/07/25/convert-email-to-a-case-with-a-few-clicks-in-dynamics-365-app-for-outlook/
ある企業は、Power Virtual Agents チャットボットのパフォーマンスを示す単一ページの Power BI ビジュアライゼーションを作成します。
ユーザーは、カスタマー サービス ワークスペース内のどこからでもチャートに移動できる必要があります。
Power BI 情報を Customer Service ワークスペース アプリに追加する必要があります。
どの 5 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:
Step 1: Navigate to the maker portal and create a new solution.
Step 2: Select Add Existing and then select Dasbhoard.
Step 3: Select Power BI Report for type. Enter the Power BI workspace and Power BI report values.
Note: Get the embedding parameter values
To embed your content, you need to obtain certain parameter values. The table below shows the required values, and indicates if they ' re applicable to the service principal authentication method, the master user authentication method, or both.
Before you embed your content, make sure you have all the values listed below. Some of the values will differ, depending on the authentication method you ' re using.
Step 4: Edit the sitemap, add a new subarea, and add the Power BI page information to the properties of the subarea Edit the default site map Your environment comes with a default site map. This site map is supported for both custom business apps and Dynamics 365 for Outlook.
* In the Dynamics 365 - custom app, go to Settings > Customizations.
* Select Customize the System.
* In the solution window, under Components, select Client Extensions.
* Double-click to select the site map that has the display name Site Map and is in a Managed state. You can also select the site map, and then on the toolbar, select Edit.
* The site map opens in the site map designer.
* Add an area to the site map.
* Add a group to the site map.
* Add a subarea to a group in the site map.
* Select Save.
* Select Publish.
Step 5: Save and publish the customization
Reference:
https://docs.microsoft.com/en-us/power-bi/developer/embedded/embed-sample-for-customers
あなたは Dynamics 365 for Customer Service 管理者です。
あなたの会社は、標準のサービス レベル契約 (SLA) を使用する必要があるのか、それとも拡張されたサービス レベル契約 (SLA) を使用する必要があるのかを判断しようとしています。
要件に基づいて SLA を構成する必要があります。
どのタイプの SLA を使用すべきですか? 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:
あなたは Dynamics 365 for Customer Service のシステム管理者です。
すべての子ケースは、親ケースから製品、顧客名、ケース タイトル、ケース タイプを継承する必要があります。すべての子ケースがクローズされるまで、親ケースをクローズしてはなりません。
ケースを構成する必要があります。
あなたは何をするべきか？
- A. クローズプリファレンス設定を、すべての子ケースがクローズされるまで親ケースのクローズを許可しないに設定します。 [設定] で、[カスタマイズ] に移動します。ケース エンティティで、インシデントとインシデントの解決ケースの関連付けフィールド マッピングを更新して、フィールドを含めます。
- B. クローズプリファレンス設定を、すべての子ケースがクローズされるまで親ケースのクローズを許可しないに設定します。
- C. 子ケースが親ケースから継承するフィールドとして、製品とケースタイプのフィールドを追加します。クローズプリファレンス設定を、すべての子ケースがクローズされるまで親ケースのクローズを許可しないに設定します。
- D. ビジネスルールを作成します。
Correct Answer: C 🗳️
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