Topics of MB-230: Microsoft Dynamics 365 Customer Service Exam

Candidates must know the exam topics before they start of preparation. because it will really help them in hitting the core. Our Microsoft MB-230 exam dumps will include the following topics:

1. Perform configuration (25-30%)

Configure Service Management settings

• Configure user work hours
• Configure queues
• Configure customer service security roles
• Configure categories and subjects
• Configure customer service schedule
• Configure services
• Configure goal management components
• Create routing rules
• Configure holiday schedule
• Describe process of record creation and update rules
• Configure cases

Configure processes

• Implement business process flows from Microsoft AppSource
• Configure custom business process flows

Create and configure customer service visualizations

• Configure customer service dashboards
• Design and create customer service charts
• Configure customer service content pack for Power BI
• Execute and analyze customer service reports

2. Manage cases and the knowledge base (30-35%)

Create and manage cases

• Manage case list
• Configure status reason transitions
• Create and search for case records
• Implement case routing rules
• Implement parent/child cases
• Convert activities to cases
• Perform case resolution
• Merge cases

Create and manage the knowledge base

• Create and manage knowledge base article lifecycle
• Configure entities for knowledge management
• Create and manage knowledge base articles
• Search for articles
• Link an article with a case
• Use the knowledge base to resolve cases

3. Manage queues, entitlements, and SLAs (25-30%)

Create and manage queues

• Implement case routing
• Differentiate queue types
• Add cases and activities to queues
• Configure entities for queues
• Configure queue email settings
• Configure record creation and update rules

Create and manage entitlements

• Renew or cancel an entitlement
• Activate and deactivate entitlements
• Assign an entitlement to a case
• Manage entitlement templates
• Define and create entitlements

Create and manage SLAs

• Define and create SLAs
• Create and manage SLA items
• Manage cases with SLAs
• Determine SLA conditions
• Implement actions and details
• Use SLAs on-demand

4. Configure voice of the customer (15-20%)

Create surveys

• Add pages to a survey and personalize data
• Configure survey unsubscription options
• Add survey questions
• Configure response routing
• Configure survey scoring
• Identify respondent types
• Identify survey question types
• Create a theme and upload images

Preview, test, and publish surveys

• Distribute survey link using email
• Clone, import, and translate surveys
• Embed a survey in a web page

Manage survey responses

• Implement workflow conditional logic for survey actions
• Summarize survey results
• Create business actions based upon survey responses
• Determine report types

How to Register For Exam MB-230: Microsoft Dynamics 365 Customer Service?

Exam Register Link: https://examregistration.microsoft.com/?locale=en-us&examcode=MB-230&examname=Exam%20MB-230:%20Microsoft%20Dynamics%20365%20for%20Customer%20Service&returnToLearningUrl=https%3A%2F%2Fdocs.microsoft.com%2Flearn%2Fcertifications%2Fexams%2Fmb-230

Reference: https://www.microsoft.com/en-us/learning/exam-mb-230.aspx

Skills Measured

MB-230 test assesses the candidates in the following skills areas:

• Managing analytics
• Managing entitlements, queues, and service-level agreements (SLAs)
• Knowledge and case management
• Implementing scheduling
• Omnichannel for customer service

The first topic aims at assessing the learner's knowledge of the creation, management, configuration, and automation of cases. Thus, you will have to know how to monitor case lists, look for case records, merge various cases, transform activities into cases, and set autonumbering. In addition, you will have to execute Advanced Similarity rules, tailor the Case Resolution form, compose Status Reason transitions, and receive feedback by using Customer Voice. What is more, this part also assesses the candidates' ability to implement knowledge management in real-world scenarios. So, candidates need to master such terms as the knowledge search control, relevance search, knowledge article templates, etc.

The key management concerns in the second domain include the queues, entitlements, and SLAs. Under the management of SLAs, the candidate must have profound knowledge of the definition, creation, configuration, implementation, and manual application of SLAs into a system. More so, a clear description of the components that make up the SLA is needed. When it comes to monitoring queues and entitlements, this portion will emphasize the configuration of queues, adding activities to them, accomplishing queue operations, controlling entitlement templates, and cancelling an entitlement.

Within the third tested area, a candidate will be required to learn how to perform tasks such as the configuration of business closures, resources, work hours, equipment, facilities, etc. Besides, applicants will need to learn how to determine and schedule services, arrange fulfillment preferences, and make up a schedule board.

The next segment is concerned with the implementation of omnichannels mainly for customer service. Thus, the candidate should be able to deploy an omnichannel using a set of standards steps from the definition of user settings to configuring skills-based routing. The implementation of Power Virtual Agents is also one of the core parts of this area. Lastly, the candidate should gain hands-on skills in distributing work, and configuring both the agent experience & the supervisor experience. All in all, with such a domain, you'll master such concepts as the Channel Integration Framework, Secure Message Service, pre-chat surveys, context variables, Quick Responses, and Omnichannel Insights.

The last sector aims at assessing the candidate's knowledge in managing analytics. It involves the configuration of customer service insights, which include the description of use cases and capabilities for customer insights. It also extends to the creation and configuration of visualizations with a focus on interactive dashboards, the Design wizard, and the creation of charts.