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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

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

Configure processes

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

Create and configure customer service visualizations

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

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

Create and manage cases

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

Create and manage the knowledge base

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

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

Create and manage queues

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

Create and manage entitlements

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

Create and manage SLAs

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

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

Create surveys

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

Preview, test, and publish surveys

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

Manage survey responses

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

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

Scheduling Implementation: 10-15%

• Resources Management: This topic requires your expertise in configuring resources, business closures, organizational units, work hours, and equipment and facilities.
• Services Management: The test takers will need to demonstrate their skills in defining services, scheduling service activities, and configuring fulfillment preferences. They will also need to show their expertise in a scheduling service activity with schedule boards and creating the schedule boards.

Preparation Process for Microsoft MB-230 Exam

Preparation is the most important part of the Microsoft MB-230 exam and the whole certification program that you need to clear. The candidates should be very careful when choosing the resources because the amount of efforts they invested will determine how well they pass the test. Without much ado, here are a handful of tools that you can trust.

• Microsoft Learning Paths

  The Microsoft learning paths are the official online classes that are made available for the candidates by the vendor. These are made available totally free of cost and they can help a great deal in the preparation process by developing in-depth concepts for all the exam topics.

• Instructor-Led Training

  If you are one of those inquisitive candidates who encounter many doubts, then the instructor-led training is definitely the right choice for you. These interactive sessions are prepared and presented by the world-class experts with the years of experience in the subject matter. The sessions can help the individuals gain the required skills within a shorter time.

• Microsoft Documentation

  Microsoft provides its own documentation to candidates for using it during the exam preparation. Candidates can access the documentation directly from the official site of Microsoft. This is the most reliable source in regards to syllabus authenticity and quality. These materials can serve the candidates as the best options for preparation.

• Practice Tests and Sample Papers

  Taking sample papers and practice tests as much as you can is something that will greatly help you pass your MB-230 exam with flying colors. These resources can help the applicants identify their weak portions and loopholes. Every time you finish a practice session, you will be able to improve in your performance. This will definitely increase your chances to ace the actual exam.

• Books

  Books have been and are still the most valued resource for preparation. The students can refer to several guides for the Microsoft MB-230 exam of their choice. You can also pick the ones from the book stores or libraries. There is also an opportunity to choose some e-books if you need them instead of the paperback version. Ensure that the guide you are choosing has all the main points of the syllabus and covers it in detail. The content of the book you are choosing should be easy to understand.

Exam MB-230: Microsoft Dynamics 365 Customer Service

A Dynamics 365 Customer Service Functional Consultant is responsible for implementing omnichannel solutions that focus upon service, quality, reliability, efficiency, and customer satisfaction.

A Dynamics 365 Customer Service Functional Consultant implements and designs service management visualizations and reports provided by and in collaboration with the solution architect. The Functional Consultant collaborates with the customer engagement administrator to implement and upgrade Power Platform components, including knowledge management, customer feedback, and connected services.

A Dynamics 365 Customer Service Functional Consultant must have strong applied knowledge of customer service, including: understanding industry terminology, priorities, standards, methodologies, customer service operations, and best practices. The Functional Consultant with customer service expertise must have strong applied knowledge of meeting user needs through Dynamics 365 customer service, including in-depth understanding of cases, knowledge management, queues, entitlements, resource scheduling, Service Level Agreements (SLAs), visualizations, connected services, Customer Service Insights, Power Virtual Agents, 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 applications along with a basic understanding of the solution architecture and quality assurance.

Part of the requirements for: Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate

Download exam skills outline

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