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.

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

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

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

Create and manage cases

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

Create and manage the knowledge base

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

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

Create and manage queues

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

Create and manage entitlements

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

Create and manage SLAs

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

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

Create surveys

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

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
• Create business actions based upon survey responses
• Determine report types
• Summarize survey results

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

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The Microsoft MB-230 exam, which is also known as Microsoft Dynamics 365 Customer Service, is one of the prerequisite tests for earning the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification. It is required that you pass it along with Microsoft PL-200 in order to get certified.

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