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MB-230: Microsoft Dynamics 365 Customer Service Exam Certification Path

MB-230: Microsoft Dynamics 365 Customer Service Exam is foundation level Certification. As such There is no prerequisite for this course. Anyone who is having keen and familiar with Microsoft technology are well invited to pursue this certification.

The Microsoft MB-230 exam is designed to evaluate one’s expertise in performing specific technical tasks. These include knowledge & case management, queues, Service Level Agreements, and entitlements management, scheduling implementation, analytics management, and Omnichannel for Customer Service. The details of these objectives are highlighted below:

Knowledge Management & Cases Management: 20-25%

• Implementing Knowledge Management: The students will need to demonstrate their expertise in configuring Knowledge search control, categories & subjects, as well as Knowledge Management entities. The questions related to this subtopic will also measure competence in using Knowledge Management to solve cases and managing Knowledge article models. Besides, the individuals are required to have expertise in implementing Knowledge Search, converting cases to specific knowledge articles, and linking articles with cases.
• Configuring & Automating Cases: The examinees should gain the skills in implementing case routing rules, advanced similarity rules, update rules, as well as record creation. It also requires their competence in configuring business process flows and Status Reason transitions. Additionally, the applicants should also have the skills in customizing Case Resolution forms and capturing customer feedback with the use of Customer Voice.
• Creating & Managing Cases: This domain will measure the candidates’ skills in managing case lists, configuring cases, and implementing child/parent cases. It will also evaluate their competence in creating and searching for different case records, converting specific activities to cases, merging cases, and performing case resolutions.

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

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

Configure processes

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

Create and configure customer service visualizations

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

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

Create and manage cases

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

Create and manage the knowledge base

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

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

Create and manage queues

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

Create and manage entitlements

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

Create and manage SLAs

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

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

Create surveys

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

Preview, test, and publish surveys

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

Manage survey responses

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

Microsoft MB-230 Exam Overview:

Microsoft MB-230 Exam Syllabus Topics: