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**Microsoft MB-230 & MB-240 考试练习题集 - 经认证的更新内容** 本课程为参加 Microsoft Dynamics 365 客户服务和现场服务认证考试的考生提供经过验证的练习题和答案。 **MB-230：Microsoft Dynamics 365 客户服务职能顾问** * **目标考生：** 拥有客户服务专业知识的职能顾问，负责实施专注于服务、质量、可靠性、效率和客户满意度的全渠道解决方案。 * **核心职责：** * 与解决方案架构师协作设计和实施服务管理流程。 * 与客户互动管理员协作实施和升级客户服务组件（知识管理、客户反馈、互联服务）。 * **所需知识：** * 深入了解案例、知识管理、统一路由和队列、权益、资源调度、服务级别协议 (SLA)、可视化、互联服务、客户服务洞察、Power Virtual Agents、客户服务工作区、Customer Voice 和全渠道客户服务。 * 全面了解客户服务应用程序在 Dynamics 365 套件中的作用。 * 对解决方案架构和质量保证有基本了解。 * **考试主题：** * 管理案例和知识管理 * 管理权益和 SLA * 实施调度 * 为客户服务实施多会话体验 * 管理分析和洞察 * 实施 Microsoft Power Platform * 实施互联客户服务 * 实施路由 **MB-240：Microsoft Dynamics 365 现场服务职能顾问** * **目标考生：** 负责实施管理和优化现场服务生命周期资源的 Microsoft Dynamics 365 现场服务职能顾问。 * **核心职责：** * 实施与内部和外部团队协作设计的现场服务流程。 * 配置现场服务应用程序的默认管理区域。 * 部署互联现场服务 (IoT) 解决方案和移动应用程序。 * 实施任何额外的定制。 * 配置和部署现场服务应用程序以及核心客户服务应用程序。 * **所需知识：** * 配置资源、特性、事故类型、库存集成、服务协议、资源调度、工单、检查、服务任务、现场服务用户角色、现场服务设置、互联现场服务 (IoT) 解决方案和 Dynamics 365 现场服务移动应用程序。 * 定制现场服务应用程序的组件。 * **考试主题：** * 配置现场服务应用程序 * 管理工单 * 调度和分派工单 * 管理 Dynamics 365 现场服务移动应用程序 * 管理库存和采购 * 管理互联现场服务和客户资产 * 实施 Microsoft Power Platform * 管理客户体验
Welcome to Exam MB-230 and MB-240 Practice TestsGet Microsoft Exams Practice Tests Verified Questions and Answers including Hotspot , Drag drop questions.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 ManagementManage entitlements and SLAsImplement schedulingImplement multi-session experiences for Customer ServiceManage 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
