Microsoft MB-230 MB-240 Questions Test Verified QA Updated

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

Candidates for this exam are functional consultants with customer service expertise. They are responsible for implementing omnichannel solutions that focus upon service, quality, reliability, efficiency, and customer satisfaction.

Candidates design and implement service management processes in collaboration with solution architects. Candidates collaborate with customer engagement administrators to implement and upgrade customer service components including knowledge management, customer feedback, and connected services.

Candidates must have strong applied knowledge of customer service including in-depth understanding of cases, knowledge management, unified routing and queues, entitlements, resource scheduling, service- level agreements (SLAs), visualizations, connected services, Customer Service Insights, Power Virtual Agents, Customer Service workspaces, Customer Voice, and Omnichannel for Customer Service. The functional consultant's knowledge should include a comprehensive understanding of the customer service application's role in relationship to the Dynamics 365 suite of apps along with a basic understanding of the solution architecture and quality assurance.

MB-230 Exam Topics :-

• Manage cases and Knowledge Management

• Manage entitlements and SLAs

• Implement scheduling

• Implement multi-session experiences for Customer Service

• Manage analytics and insights

• Implement Microsoft Power Platform

• Implement Connected Customer Service

• Implement routing

MB-240: Microsoft Dynamics 365 Field Service Functional Consultant :-

Candidates for this exam are Microsoft Dynamics 365 Field Service functional consultants. They are responsible for implementing solutions that manage and optimize resources which complete the field service lifecycle.

These professionals implement field service processes designed in collaboration with internal and external teams. This collaboration includes configuring the default administration areas of the Field Service application, deploying the Connected Field Service (IoT) solution and the mobile app, and implementing any additional customizations needed. They are responsible for the configuration and deployment of the Field Service app in conjunction with the core customer service application.

Candidates must know how to configure resources, characteristics, incident types, inventory integration, service agreements, resource scheduling, work orders, inspections, service tasks, field service user roles, field service settings, the Connected Field Service (IoT) solution, and the Dynamics 365 Field Service mobile app. They must also know how to customize components of the Field Service app.

MB-240 Exam Topics :-

• Configure field service applications

• Manage work orders

• Schedule and dispatch work orders

• Manage the Dynamics 365 Field Service mobile app

• Manage inventory and purchasing

• Manage Connected Field Service and customer assets

• Implement Microsoft Power Platform

• Manage customer experiences