Microsoft Practice Test MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant
The MB-230 practice test trains you in implementing Microsoft Dynamics 365 Customer Service omnichannel solutions focusing on service, quality , efficiency, reliability, and customer satisfaction .
Why should I take the MB-230 exam? The MB-230 certification allows you to give your career a boost and get certified in your detailed knowledge of the capabilities of Microsoft Dynamics 365 Customer Service , as well as other functionalit ies of Customer Voice and Power Virtual Agents within Power Platform , as they relate to ensur ing customer satisfaction. For example, you will need to know how to manage entitlements and SLAs, manage cases and Knowledge Management, implement multi-session experiences for Customer Service, and create surveys with Dynamics 365 Customer Voice. Passing the MB-230 certification exam will e arn you the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification.
The MB-230 practice test includes two different modes: certification and practice mode. Certification mode allows you to assess your knowledge and discover your weak areas, with practice mode allowing you to focus on the areas that need development.
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Microsoft Practice Test MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant
<b>Questions:</b> 205 <br><b>Release Date:</b> 12/2021 (Last Update: 02/2023) <br><b>Job Role:</b> Functional Consultant <br><b>Language:</b> English <br><br><p><span data-contrast="none">The MB-230 practice test contains 205 questions and covers the following objectives:</span><span data-ccp-props="{"201341983":0,"335551550":6,"335551620":6,"335559739":0,"335559740":276}"> </span></p>
<h3 aria-level="3"><span data-contrast="none">Manage cases and Knowledge Management – 62 questions </span><span data-ccp-props="{"134245418":true,"134245529":true,"201341983":0,"335559738":120,"335559739":0,"335559740":240}"> </span></h3>
<h4 aria-level="2"><span style="color: #0780c2;">Create and manage cases </span></h4>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="465" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="1" data-aria-level="1"><span data-contrast="none">Configure cases </span></li>
<li data-leveltext="" data-font="Symbol" data-listid="465" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="1" data-aria-level="1"><span data-contrast="none">Manage cases </span><span data-ccp-props="{"201341983":0,"335559739":40,"335559740":240,"469777462":[1080],"469777927":[0],"469777928":[8]}"> </span></li>
<li data-leveltext="" data-font="Symbol" data-listid="465" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="2" data-aria-level="1"><span data-contrast="none">Create and search for case records </span><span data-ccp-props="{"201341983":0,"335559739":40,"335559740":240,"469777462":[1080],"469777927":[0],"469777928":[8]}"> </span></li>
<li data-leveltext="" data-font="Symbol" data-listid="465" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="3" data-aria-level="1"><span data-contrast="none">Convert activities to cases </span><span data-ccp-props="{"201341983":0,"335559739":40,"335559740":240,"469777462":[1080],"469777927":[0],"469777928":[8]}"> </span></li>
<li data-leveltext="" data-font="Symbol" data-listid="465" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="4" data-aria-level="1"><span data-contrast="none">Perform case resolution </span><span data-ccp-props="{"201341983":0,"335559739":40,"335559740":240,"469777462":[1080],"469777927":[0],"469777928":[8]}"> </span></li>
<li data-leveltext="" data-font="Symbol" data-listid="465" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="5" data-aria-level="1"><span data-contrast="none">Implement parent/child cases </span></li>
<li data-leveltext="" data-font="Symbol" data-listid="465" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="1" data-aria-level="1"><span data-contrast="none">Merge cases </span><span data-ccp-props="{"201341983":0,"335559739":40,"335559740":240,"469777462":[1080],"469777927":[0],"469777928":[8]}"> </span></li>
<li data-leveltext="" data-font="Symbol" data-listid="465" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="2" data-aria-level="1"><span data-contrast="none">Set autonumbering for customer service entities </span><span data-ccp-props="{"201341983":0,"335559739":40,"335559740":240,"469777462":[1080],"469777927":[0],"469777928":[8]}"> </span></li>
</ul>
<p aria-level="2"> </p>
<h4 aria-level="2"><span style="color: #0780c2;">Define and configure foundational Customer Service components </span></h4>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="466" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="3" data-aria-level="1"><span data-contrast="none">Implement Advanced Similarity rules </span><span data-ccp-props="{"201341983":0,"335559739":40,"335559740":240,"469777462":[1080],"469777927":[0],"469777928":[8]}"> </span></li>
<li data-leveltext="" data-font="Symbol" data-listid="466" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="4" data-aria-level="1"><span data-contrast="none">Implement record creation and update rules </span></li>
<li data-leveltext="" data-font="Symbol" data-listid="466" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="1" data-aria-level="1"><span data-contrast="none">Configure the Case Resolution form </span><span data-ccp-props="{"201341983":0,"335559739":40,"335559740":240,"469777462":[1080],"469777927":[0],"469777928":[8]}"> </span></li>
<li data-leveltext="" data-font="Symbol" data-listid="466" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="2" data-aria-level="1"><span data-contrast="none">Configure Status Reason transitions </span><span data-ccp-props="{"201341983":0,"335559739":40,"335559740":240,"469777462":[1080],"469777927":[0],"469777928":[8]}"> </span></li>
<li data-leveltext="" data-font="Symbol" data-listid="466" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="3" data-aria-level="1"><span data-contrast="none">Configure business process flows </span><span data-ccp-props="{"201341983":0,"335559739":40,"335559740":240,"469777462":[1080],"469777927":[0],"469777928":[8]}"> </span></li>
<li data-leveltext="" data-font="Symbol" data-listid="466" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="4" data-aria-level="1"><span data-contrast="none">Configure categories and subjects </span><span data-ccp-props="{"201341983":0,"335559739":40,"335559740":240,"469777462":[1080],"469777927":[0],"469777928":[8]}"> </span></li>
<li data-leveltext="" data-font="Symbol" data-listid="466" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="5" data-aria-level="1"><span data-contrast="none">Configure document management </span></li>
<li data-leveltext="" data-font="Symbol" data-listid="466" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="5" data-aria-level="1"><span data-contrast="none">Configure basic and enhanced Teams integration </span><span data-ccp-props="{"201341983":0,"335559739":40,"335559740":240,"469777462":[1080],"469777927":[0],"469777928":[8]}"> </span></li>
</ul>
<p aria-level="2"> </p>
<h4 aria-level="2"><span style="color: #0780c2;">Create and administer Knowledge Management </span></h4>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="467" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="2" data-aria-level="1"><span data-contrast="none">Configure the Knowledge Search capabilities </span><span data-ccp-props="{"201341983":0,"335559739":40,"335559740":240,"469777462":[1080],"469777927":[0],"469777928":[8]}"> </span></li>
<li data-leveltext="" data-font="Symbol" data-listid="467" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="3" data-aria-level="1"><span data-contrast="none">Use Knowledge articles to resolve cases </span><span data-ccp-props="{"201341983":0,"335559739":40,"335559740":240,"469777462":[1080],"469777927":[0],"469777928":[8]}"> </span></li>
<li data-leveltext="" data-font="Symbol" data-listid="467" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="4" data-aria-level="1"><span data-contrast="none">Manage the Knowledge article lifecycle </span></li>
<li data-leveltext="" data-font="Symbol" data-listid="467" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="1" data-aria-level="1"><span data-contrast="none">Manage Knowledge article content and templates </span><span data-ccp-props="{"201341983":0,"335559739":40,"335559740":240,"469777462":[1080],"469777927":[0],"469777928":[8]}"> </span></li>
<li data-leveltext="" data-font="Symbol" data-listid="467" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="2" data-aria-level="1"><span data-contrast="none">Configure tables for Knowledge management </span><span data-ccp-props="{"201341983":0,"335559739":40,"335559740":240,"469777462":[1080],"469777927":[0],"469777928":[8]}"> </span></li>
<li data-leveltext="" data-font="Symbol" data-listid="467" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="3" data-aria-level="1"><span data-contrast="none">Convert cases to knowledge articles </span><span data-ccp-props="{"201341983":0,"335559739":40,"335559740":240,"469777462":[1080],"469777927":[0],"469777928":[8]}"> </span></li>
<li data-leveltext="" data-font="Symbol" data-listid="467" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="4" data-aria-level="1"><span data-contrast="none">Enable AI suggested Descriptions and Keywords </span><span data-ccp-props="{"201341983":0,"335559739":40,"335559740":240,"469777462":[1080],"469777927":[0],"469777928":[8]}"> </span></li>
</ul>
<h4 aria-level="2"> </h4>
<h4 aria-level="2"><span style="color: #0780c2;">Capture customer feedback by using Customer Voice </span></h4>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="468" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="1" data-aria-level="1"><span data-contrast="none">Create a survey </span><span data-ccp-props="{"201341983":0,"335559739":40,"335559740":240,"469777462":[1080],"469777927":[0],"469777928":[8]}"> </span></li>
<li data-leveltext="" data-font="Symbol" data-listid="468" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="2" data-aria-level="1"><span data-contrast="none">Describe survey elements including question types </span><span data-ccp-props="{"201341983":0,"335559739":40,"335559740":240,"469777462":[1080],"469777927":[0],"469777928":[8]}"> </span></li>
<li data-leveltext="" data-font="Symbol" data-listid="468" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="3" data-aria-level="1"><span data-contrast="none">Apply formatting and branding to a survey </span><span data-ccp-props="{"201341983":0,"335559739":40,"335559740":240,"469777462":[1080],"469777927":[0],"469777928":[8]}"> </span></li>
<li data-leveltext="" data-font="Symbol" data-listid="468" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="4" data-aria-level="1"><span data-contrast="none">Trigger distribution of a survey </span><span data-ccp-props="{"201341983":0,"335559739":40,"335559740":240,"469777462":[1080],"469777927":[0],"469777928":[8]}"> </span></li>
<li data-leveltext="" data-font="Symbol" data-listid="468" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="5" data-aria-level="1"><span data-contrast="none">Describe and analyze survey results including CSAT and Net Promoter Score (NPS) </span><span data-ccp-props="{"201341983":0,"335559739":40,"335559740":240,"469777462":[1080],"469777927":[0],"469777928":[8]}"> </span></li>
</ul>
<h3 aria-level="3"> </h3>
<h3 aria-level="3"><span data-contrast="none">Manage entitlements and SLAs – 28 questions </span><span data-ccp-props="{"134245418":true,"134245529":true,"201341983":0,"335559738":120,"335559739":0,"335559740":240}"> </span></h3>
<h4 aria-level="4"><span style="color: #0780c2;">Create and manage entitlements </span></h4>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="469" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="1" data-aria-level="1"><span data-contrast="none">Configure and apply entitlements </span><span data-ccp-props="{"201341983":0,"335559739":40,"335559740":240,"469777462":[1080],"469777927":[0],"469777928":[8]}"> </span></li>
<li data-leveltext="" data-font="Symbol" data-listid="469" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="2" data-aria-level="1"><span data-contrast="none">Define and create entitlements including products, channels, contacts, allocations, and service-level agreements </span><span data-ccp-props="{"201341983":0,"335559739":40,"335559740":240,"469777462":[1080],"469777927":[0],"469777928":[8]}"> </span></li>
<li data-leveltext="" data-font="Symbol" data-listid="469" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="3" data-aria-level="1"><span data-contrast="none">Manage entitlement templates </span></li>
<li data-leveltext="" data-font="Symbol" data-listid="469" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="1" data-aria-level="1"><span data-contrast="none">Activate and deactivate entitlements </span><span data-ccp-props="{"201341983":0,"335559739":40,"335559740":240,"469777462":[1080],"469777927":[0],"469777928":[8]}"> </span></li>
<li data-leveltext="" data-font="Symbol" data-listid="469" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="2" data-aria-level="1"><span data-contrast="none">Renew or cancel an entitlement </span><span data-ccp-props="{"201341983":0,"335559739":40,"335559740":240,"469777462":[1080],"469777927":[0],"469777928":[8]}"> </span></li>
</ul>
<p aria-level="4"> </p>
<h4 aria-level="4"><span style="color: #0780c2;">Create and manage SLAs </span></h4>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="470" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="3" data-aria-level="1"><span data-contrast="none">Define and create service-level agreements (SLAs) </span><span data-ccp-props="{"201341983":0,"335559739":40,"335559740":240,"469777462":[1080],"469777927":[0],"469777928":[8]}"> </span></li>
<li data-leveltext="" data-font="Symbol" data-listid="470" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="4" data-aria-level="1"><span data-contrast="none">Configure SLA settings </span></li>
<li data-leveltext="" data-font="Symbol" data-listid="470" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="4" data-aria-level="1"><span data-contrast="none">Configure a holiday schedule</span></li>
<li data-leveltext="" data-font="Symbol" data-listid="470" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="2" data-aria-level="1"><span data-contrast="none">Configure a customer service schedule </span><span data-ccp-props="{"201341983":0,"335559739":40,"335559740":240,"469777462":[1080],"469777927":[0],"469777928":[8]}"> </span></li>
<li data-leveltext="" data-font="Symbol" data-listid="470" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="3" data-aria-level="1"><span data-contrast="none">Implement actions by using Power Automate </span><span data-ccp-props="{"201341983":0,"335559739":40,"335559740":240,"469777462":[1080],"469777927":[0],"469777928":[8]}"> </span></li>
<li data-leveltext="" data-font="Symbol" data-listid="470" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="4" data-aria-level="1"><span data-contrast="none">Manage cases that are associated with SLAs </span><span data-ccp-props="{"201341983":0,"335559739":40,"335559740":240,"469777462":[1080],"469777927":[0],"469777928":[8]}"> </span></li>
<li data-leveltext="" data-font="Symbol" data-listid="470" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="5" data-aria-level="1"><span data-contrast="none">Manually apply an SLA </span></li>
<li data-leveltext="" data-font="Symbol" data-listid="470" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="1" data-aria-level="1"><span data-contrast="none">Create and manage SLA items including KPIs, warning actions, success actions, and applicability </span><span data-ccp-props="{"201341983":0,"335559739":40,"335559740":240,"469777462":[1080],"469777927":[0],"469777928":[8]}"> </span></li>
</ul>
<h3 aria-level="3"> </h3>
<h3 aria-level="3"><span data-contrast="none">Implement scheduling – 8 questions</span><span data-ccp-props="{"134245418":true,"134245529":true,"201341983":0,"335559738":120,"335559739":0,"335559740":240}"> </span></h3>
<h4 aria-level="4"><span style="color: #0780c2;">Manage resources </span></h4>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="471" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="2" data-aria-level="1"><span data-contrast="none">Define business closures </span><span data-ccp-props="{"201341983":0,"335559739":40,"335559740":240,"469777462":[1080],"469777927":[0],"469777928":[8]}"> </span></li>
<li data-leveltext="" data-font="Symbol" data-listid="471" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="3" data-aria-level="1"><span data-contrast="none">Configure organizational units</span></li>
<li data-leveltext="" data-font="Symbol" data-listid="471" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="3" data-aria-level="1"><span data-contrast="none">Configure resources </span></li>
<li data-leveltext="" data-font="Symbol" data-listid="471" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="3" data-aria-level="1"><span data-contrast="none">Configure work hours </span></li>
<li data-leveltext="" data-font="Symbol" data-listid="471" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="3" data-aria-level="1"><span data-contrast="none">Configure facilities and equipment </span><span data-ccp-props="{"201341983":0,"335559739":40,"335559740":240,"469777462":[1080],"469777927":[0],"469777928":[8]}"> </span></li>
<li data-leveltext="" data-font="Symbol" data-listid="471" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="4" data-aria-level="1"><span data-contrast="none">Configure resource categories and characteristics </span><span data-ccp-props="{"201341983":0,"335559739":40,"335559740":240,"469777462":[1080],"469777927":[0],"469777928":[8]}"> </span></li>
</ul>
<p aria-level="4"> </p>
<h4 aria-level="4"><span style="color: #0780c2;">Manage services </span></h4>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="472" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="1" data-aria-level="1"><span data-contrast="none">Define services </span><span data-ccp-props="{"201341983":0,"335559739":40,"335559740":240,"469777462":[1080],"469777927":[0],"469777928":[8]}"> </span></li>
<li data-leveltext="" data-font="Symbol" data-listid="472" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="2" data-aria-level="1"><span data-contrast="none">Schedule a service activity </span><span data-ccp-props="{"201341983":0,"335559739":40,"335559740":240,"469777462":[1080],"469777927":[0],"469777928":[8]}"> </span></li>
<li data-leveltext="" data-font="Symbol" data-listid="472" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="3" data-aria-level="1"><span data-contrast="none">Configure fulfillment preferences </span><span data-ccp-props="{"201341983":0,"335559739":40,"335559740":240,"469777462":[1080],"469777927":[0],"469777928":[8]}"> </span></li>
</ul>
<p aria-level="3"> </p>
<h3 aria-level="3"><span data-contrast="none">Implement multi-session experiences for Customer Service – 30 questions </span><span data-ccp-props="{"134245418":true,"134245529":true,"201341983":0,"335559738":120,"335559739":0,"335559740":240}"> </span></h3>
<h4 aria-level="4"><span style="color: #0780c2;">Deploy Omnichannel for Customer Service </span></h4>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="473" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="1" data-aria-level="1"><span data-contrast="none">Provision Omnichannel for Customer Service </span><span data-ccp-props="{"201341983":0,"335559739":40,"335559740":240,"469777462":[1080],"469777927":[0],"469777928":[8]}"> </span></li>
<li data-leveltext="" data-font="Symbol" data-listid="473" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="2" data-aria-level="1"><span data-contrast="none">Configure application settings including data masking, operating hours, authentication settings, self-service settings, and sentiment analysis </span><span data-ccp-props="{"201341983":0,"335559739":40,"335559740":240,"469777462":[1080],"469777927":[0],"469777928":[8]}"> </span></li>
<li data-leveltext="" data-font="Symbol" data-listid="473" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="3" data-aria-level="1"><span data-contrast="none">Configure work streams </span><span data-ccp-props="{"201341983":0,"335559739":40,"335559740":240,"469777462":[1080],"469777927":[0],"469777928":[8]}"> </span></li>
<li data-leveltext="" data-font="Symbol" data-listid="473" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="4" data-aria-level="1"><span data-contrast="none">Configure routing values </span><span data-ccp-props="{"201341983":0,"335559739":40,"335559740":240,"469777462":[1080],"469777927":[0],"469777928":[8]}"> </span></li>
<li data-leveltext="" data-font="Symbol" data-listid="473" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="5" data-aria-level="1"><span data-contrast="none">Implement context variables</span></li>
<li data-leveltext="" data-font="Symbol" data-listid="473" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="5" data-aria-level="1"><span data-contrast="none">Implement security roles for omnichannel </span><span data-ccp-props="{"201341983":0,"335559739":40,"335559740":240,"469777462":[1080],"469777927":[0],"469777928":[8]}"> </span></li>
</ul>
<h4 aria-level="4"> </h4>
<h4 aria-level="4"><span style="color: #0780c2;">Manage channels </span></h4>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="474" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="2" data-aria-level="1"><span data-contrast="none">Configure channels </span><span data-ccp-props="{"201341983":0,"335559739":40,"335559740":240,"469777462":[1080],"469777927":[0],"469777928":[8]}"> </span></li>
<li data-leveltext="" data-font="Symbol" data-listid="474" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="3" data-aria-level="1"><span data-contrast="none">Enable the chat widget on websites </span><span data-ccp-props="{"201341983":0,"335559739":40,"335559740":240,"469777462":[1080],"469777927":[0],"469777928":[8]}"> </span></li>
<li data-leveltext="" data-font="Symbol" data-listid="474" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="4" data-aria-level="1"><span data-contrast="none">Configure pre-chat surveys</span></li>
<li data-leveltext="" data-font="Symbol" data-listid="474" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="4" data-aria-level="1"><span data-contrast="none">Configure proactive chat</span></li>
<li data-leveltext="" data-font="Symbol" data-listid="474" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="4" data-aria-level="1"><span data-contrast="none">Configure the voice channel </span><span data-ccp-props="{"201341983":0,"335559739":40,"335559740":240,"469777462":[1080],"469777927":[0],"469777928":[8]}"> </span></li>
</ul>
<p aria-level="4"> </p>
<h4 aria-level="4"><span style="color: #0780c2;">Configure agent productivity tools </span></h4>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="475" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="3" data-aria-level="1"><span data-contrast="none">Configure quick replies </span><span data-ccp-props="{"201341983":0,"335559739":40,"335559740":240,"469777462":[1080],"469777927":[0],"469777928":[8]}"> </span></li>
<li data-leveltext="" data-font="Symbol" data-listid="475" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="4" data-aria-level="1"><span data-contrast="none">Configure agent scripts</span></li>
<li data-leveltext="" data-font="Symbol" data-listid="475" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="4" data-aria-level="1"><span data-contrast="none">Enable Smart Assist</span></li>
<li data-leveltext="" data-font="Symbol" data-listid="475" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="4" data-aria-level="1"><span data-contrast="none">Create macros </span><span data-ccp-props="{"201341983":0,"335559739":40,"335559740":240,"469777462":[1080],"469777927":[0],"469777928":[8]}"> </span></li>
</ul>
<h4 aria-level="4"> </h4>
<h4 aria-level="4"><span style="color: #0780c2;">Configure agent workspaces </span></h4>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="476" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="3" data-aria-level="1"><span data-contrast="none">Configure notifications </span><span data-ccp-props="{"201341983":0,"335559739":40,"335559740":240,"469777462":[1080],"469777927":[0],"469777928":[8]}"> </span></li>
<li data-leveltext="" data-font="Symbol" data-listid="476" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="4" data-aria-level="1"><span data-contrast="none">Configure session templates</span></li>
<li data-leveltext="" data-font="Symbol" data-listid="476" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="4" data-aria-level="1"><span data-contrast="none">Create app profiles</span></li>
<li data-leveltext="" data-font="Symbol" data-listid="476" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="4" data-aria-level="1"><span data-contrast="none">Configure Agent Inbox </span><span data-ccp-props="{"201341983":0,"335559739":40,"335559740":240,"469777462":[1080],"469777927":[0],"469777928":[8]}"> </span></li>
</ul>
<h3 aria-level="3"> </h3>
<h3 aria-level="3"><span data-contrast="none">Manage analytics and insights – 17 questions </span><span data-ccp-props="{"134245418":true,"134245529":true,"201341983":0,"335559738":120,"335559739":0,"335559740":240}"> </span></h3>
<h4 aria-level="4"><span style="color: #0780c2;">Configure insights </span></h4>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="477" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="3" data-aria-level="1"><span data-contrast="none">Configure Customer Service historical analytics</span></li>
<li data-leveltext="" data-font="Symbol" data-listid="477" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="3" data-aria-level="1"><span data-contrast="none">Configure topic clustering</span></li>
<li data-leveltext="" data-font="Symbol" data-listid="477" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="3" data-aria-level="1"><span data-contrast="none">Configure Knowledge search analytics </span><span data-ccp-props="{"201341983":0,"335559739":40,"335559740":240,"469777462":[1080],"469777927":[0],"469777928":[8]}"> </span></li>
</ul>
<h4 aria-level="4"> </h4>
<h4 aria-level="4"><span style="color: #0780c2;">Create and configure visualizations and reports </span></h4>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="478" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="3" data-aria-level="1"><span data-contrast="none">Configure tier 1 and tier 2 interactive dashboards </span><span data-ccp-props="{"201341983":0,"335559739":40,"335559740":240,"469777462":[1080],"469777927":[0],"469777928":[8]}"> </span></li>
<li data-leveltext="" data-font="Symbol" data-listid="478" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="4" data-aria-level="1"><span data-contrast="none">Design and create customer service charts </span></li>
<li data-leveltext="" data-font="Symbol" data-listid="478" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="1" data-aria-level="1"><span data-contrast="none">Design reports by using the Report wizard </span><span data-ccp-props="{"201341983":0,"335559739":40,"335559740":240,"469777462":[1080],"469777927":[0],"469777928":[8]}"> </span></li>
</ul>
<h4 aria-level="4"> </h4>
<h4 aria-level="4"><span style="color: #0780c2;">Configure Omnichannel Insights </span></h4>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="479" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="2" data-aria-level="1"><span data-contrast="none">Configure Omnichannel Insights dashboard </span><span data-ccp-props="{"201341983":0,"335559739":40,"335559740":240,"469777462":[1080],"469777927":[0],"469777928":[8]}"> </span></li>
<li data-leveltext="" data-font="Symbol" data-listid="479" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="3" data-aria-level="1"><span data-contrast="none">Configure intraday insights </span><span data-ccp-props="{"201341983":0,"335559739":40,"335559740":240,"469777462":[1080],"469777927":[0],"469777928":[8]}"> </span></li>
<li data-leveltext="" data-font="Symbol" data-listid="479" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="4" data-aria-level="1"><span data-contrast="none">Customize KPIs for intraday insights</span></li>
<li data-leveltext="" data-font="Symbol" data-listid="479" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="4" data-aria-level="1"><span data-contrast="none">Enable sentiment analysis </span><span data-ccp-props="{"201341983":0,"335559739":40,"335559740":240,"469777462":[1080],"469777927":[0],"469777928":[8]}"> </span></li>
</ul>
<h4 aria-level="3"> </h4>
<h3 aria-level="3"><span style="color: #000000;">Implement Microsoft Power Platform – 20 questions </span></h3>
<h4 aria-level="4"><span style="color: #0780c2;">Configure model-driven apps </span></h4>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="480" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="2" data-aria-level="1"><span data-contrast="none">Create and configure forms </span><span data-ccp-props="{"201341983":0,"335559739":40,"335559740":240,"469777462":[1080],"469777927":[0],"469777928":[8]}"> </span></li>
<li data-leveltext="" data-font="Symbol" data-listid="480" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="3" data-aria-level="1"><span data-contrast="none">Create and configure views</span></li>
<li data-leveltext="" data-font="Symbol" data-listid="480" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="3" data-aria-level="1"><span data-contrast="none">Configure site maps </span><span data-ccp-props="{"201341983":0,"335559739":40,"335559740":240,"469777462":[1080],"469777927":[0],"469777928":[8]}"> </span></li>
</ul>
<h4 aria-level="4"> </h4>
<h4 aria-level="4"><span style="color: #0780c2;">Create custom apps </span></h4>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="481" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="2" data-aria-level="1"><span data-contrast="none">Create task-specific canvas apps and custom pages </span><span data-ccp-props="{"201341983":0,"335559739":40,"335559740":240,"469777462":[1080],"469777927":[0],"469777928":[8]}"> </span></li>
<li data-leveltext="" data-font="Symbol" data-listid="481" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="3" data-aria-level="1"><span data-contrast="none">Embed apps in Dynamics 365 Customer Service </span><span data-ccp-props="{"201341983":0,"335559739":40,"335559740":240,"469777462":[1080],"469777927":[0],"469777928":[8]}"> </span></li>
<li data-leveltext="" data-font="Symbol" data-listid="481" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="4" data-aria-level="1"><span data-contrast="none">Create a custom portal to support customer service processes </span><span data-ccp-props="{"201341983":0,"335559739":40,"335559740":240,"469777462":[1080],"469777927":[0],"469777928":[8]}"> </span></li>
</ul>
<h4 aria-level="4"> </h4>
<h4 aria-level="4"><span style="color: #0780c2;">Implement Power Virtual Agents with Dynamics 365 Customer Service </span></h4>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="482" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="1" data-aria-level="1"><span data-contrast="none">Describe Power Virtual Agents components and concepts </span><span data-ccp-props="{"201341983":0,"335559739":40,"335559740":240,"469777462":[1080],"469777927":[0],"469777928":[8]}"> </span></li>
<li data-leveltext="" data-font="Symbol" data-listid="482" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="2" data-aria-level="1"><span data-contrast="none">Integrate Power Virtual Agents with Dynamics 365 Customer Service </span><span data-ccp-props="{"201341983":0,"335559739":40,"335559740":240,"469777462":[1080],"469777927":[0],"469777928":[8]}"> </span></li>
<li data-leveltext="" data-font="Symbol" data-listid="482" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="3" data-aria-level="1"><span data-contrast="none">Escalate conversations to a live agent </span><span data-ccp-props="{"201341983":0,"335559739":40,"335559740":240,"469777462":[1080],"469777927":[0],"469777928":[8]}"> </span></li>
<li data-leveltext="" data-font="Symbol" data-listid="482" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="4" data-aria-level="1"><span data-contrast="none">Create and manage bots including chat and voice</span></li>
<li data-leveltext="" data-font="Symbol" data-listid="482" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="4" data-aria-level="1"><span data-contrast="none">Implement Power Virtual Agents as a post-call survey </span><span data-ccp-props="{"201341983":0,"335559739":40,"335559740":240,"469777462":[1080],"469777927":[0],"469777928":[8]}"> </span></li>
</ul>
<h3 aria-level="3"> </h3>
<h3 aria-level="3"><span data-contrast="none">Implement Connected Customer Service – 15 questions </span><span data-ccp-props="{"134245418":true,"134245529":true,"201341983":0,"335559738":120,"335559739":0,"335559740":240}"> </span></h3>
<h4 aria-level="4"><span style="color: #0780c2;">Describe Connected Customer Service </span></h4>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="483" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="2" data-aria-level="1"><span data-contrast="none">Describe IoT components </span><span data-ccp-props="{"201341983":0,"335559739":40,"335559740":240,"469777462":[1080],"469777927":[0],"469777928":[8]}"> </span></li>
<li data-leveltext="" data-font="Symbol" data-listid="483" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="3" data-aria-level="1"><span data-contrast="none">Identify use cases for Connected Customer Service</span></li>
<li data-leveltext="" data-font="Symbol" data-listid="483" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="3" data-aria-level="1"><span data-contrast="none">Configure Power Automate rules to create IoT Alerts from IoT Central</span></li>
<li data-leveltext="" data-font="Symbol" data-listid="483" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="3" data-aria-level="1"><span data-contrast="none">Configure security roles for Connected Customer Service </span><span data-ccp-props="{"201341983":0,"335559739":40,"335559740":240,"469777462":[1080],"469777927":[0],"469777928":[8]}"> </span></li>
</ul>
<h4 aria-level="4"> </h4>
<h4 aria-level="4"><span style="color: #0780c2;">Describe device management options </span></h4>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="484" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="3" data-aria-level="1"><span data-contrast="none">Manage IoT devices </span><span data-ccp-props="{"201341983":0,"335559739":40,"335559740":240,"469777462":[1080],"469777927":[0],"469777928":[8]}"> </span></li>
<li data-leveltext="" data-font="Symbol" data-listid="484" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="4" data-aria-level="1"><span data-contrast="none">Interact with IoT devices </span><span data-ccp-props="{"201341983":0,"335559739":40,"335559740":240,"469777462":[1080],"469777927":[0],"469777928":[8]}"> </span></li>
</ul>
<h3 aria-level="3"> </h3>
<h3 aria-level="3"><span data-contrast="none">Implement routing – 25 questions </span><span data-ccp-props="{"134245418":true,"134245529":true,"201341983":0,"335559738":120,"335559739":0,"335559740":240}"> </span></h3>
<h4 aria-level="4"><span style="color: #0780c2;">Configure routing </span></h4>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="485" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="1" data-aria-level="1"><span data-contrast="none">Configure work classification and assignments including rules </span><span data-ccp-props="{"201341983":0,"335559739":40,"335559740":240,"469777462":[1080],"469777927":[0],"469777928":[8]}"> </span></li>
<li data-leveltext="" data-font="Symbol" data-listid="485" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="2" data-aria-level="1"><span data-contrast="none">Configure user attributes including capacity profiles </span><span data-ccp-props="{"201341983":0,"335559739":40,"335559740":240,"469777462":[1080],"469777927":[0],"469777928":[8]}"> </span></li>
<li data-leveltext="" data-font="Symbol" data-listid="485" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="3" data-aria-level="1"><span data-contrast="none">Implement Basic Case Routing rules</span></li>
<li data-leveltext="" data-font="Symbol" data-listid="485" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="3" data-aria-level="1"><span data-contrast="none">Configure Routing Rulesets </span></li>
<li data-leveltext="" data-font="Symbol" data-listid="485" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="2" data-aria-level="1"><span data-contrast="none">Describe different unified routing options </span></li>
<li data-leveltext="" data-font="Symbol" data-listid="485" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="2" data-aria-level="1"><span data-contrast="none">Configure skills-based routing and Skills Finder </span><span data-ccp-props="{"201341983":0,"335559739":40,"335559740":240,"469777462":[1080],"469777927":[0],"469777928":[8]}"> </span></li>
<li data-leveltext="" data-font="Symbol" data-listid="485" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="4" data-aria-level="1"><span data-contrast="none">Configure diagnostics </span><span data-ccp-props="{"201341983":0,"335559739":40,"335559740":240,"469777462":[1080],"469777927":[0],"469777928":[8]}"> </span></li>
</ul>
<h4 aria-level="4"> </h4>
<h4 aria-level="4"><span style="color: #0780c2;">Create and manage queues </span></h4>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="486" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="1" data-aria-level="1"><span data-contrast="none">Differentiate queue types </span><span data-ccp-props="{"201341983":0,"335559739":40,"335559740":240,"469777462":[1080],"469777927":[0],"469777928":[8]}"> </span></li>
<li data-leveltext="" data-font="Symbol" data-listid="486" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="2" data-aria-level="1"><span data-contrast="none">Configure queues </span><span data-ccp-props="{"201341983":0,"335559739":40,"335559740":240,"469777462":[1080],"469777927":[0],"469777928":[8]}"> </span></li>
<li data-leveltext="" data-font="Symbol" data-listid="486" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="3" data-aria-level="1"><span data-contrast="none">Add records to queues </span><span data-ccp-props="{"201341983":0,"335559739":40,"335559740":240,"469777462":[1080],"469777927":[0],"469777928":[8]}"> </span></li>
<li data-leveltext="" data-font="Symbol" data-listid="486" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="4" data-aria-level="1"><span data-contrast="none">Configure tables for queues </span><span data-ccp-props="{"201341983":0,"335559739":40,"335559740":240,"469777462":[1080],"469777927":[0],"469777928":[8]}"> </span></li>
<li data-leveltext="" data-font="Symbol" data-listid="486" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="5" data-aria-level="1"><span data-contrast="none">Perform queue operations including pick, release, remove, and delete operations </span><span data-ccp-props="{"201341983":0,"335559739":40,"335559740":240,"469777462":[1080],"469777927":[0],"469777928":[8]}"> </span></li>
</ul>
<p><span data-ccp-props="{"201341983":0,"335551550":6,"335551620":6,"335559739":0,"335559740":276}"> </span></p>
<p><strong><span data-contrast="none">Notes:</span></strong><span data-ccp-props="{"201341983":0,"335559739":0,"335559740":240}"> </span></p>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="122" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="1" data-aria-level="1"><span data-contrast="none">The bullets that follow each of the skills measured are intended to illustrate how we are assessing that skill. Related topics may be covered in the exam.</span><span data-ccp-props="{"201341983":0,"335559685":720,"335559739":0,"335559740":240}"> </span></li>
<li data-leveltext="" data-font="Symbol" data-listid="122" data-list-defn-props="{"335552541":1,"335559684":-2,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" aria-setsize="-1" data-aria-posinset="2" data-aria-level="1"><span data-contrast="none">Most questions cover features that are general availability (GA). The exam may contain questions on Preview features if those features are commonly used.</span></li>
</ul>
<p> </p>
<p> </p> <u><a target="_blank" href="https://docs.measureup.com/knowledgebase/system-requirements/">System Requirements</a></u>
https://www.measureup.com/media/catalog/product/m/i/microsoft_mb-230_pt_1.png
59.4
instock
99
59.4
40
39.6
Microsoft
0
0
0
https://www.measureup.com/media/catalog/product/m/i/microsoft_mb-230_pt_1.png
6870
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/measureup
/measureup/Microsoft Technical
/measureup/Microsoft Technical/Microsoft Practice Tests
2020-05-29T11:17:22+0000
Fundamentals 
MB-920: Microsoft Dynamics 365 Fundamentals (ERP) 
Role-based 
Bundle (MB-300 + MB-310): Microsoft Certified Dynamics 365 Finance Functional Consultant Associate
Specialty 
