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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

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

Configure processes

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

Create and configure customer service visualizations

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

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

Create and manage cases

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

Create and manage the knowledge base

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

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

Create and manage queues

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

Create and manage entitlements

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

Create and manage SLAs

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

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

Create surveys

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

Preview, test, and publish surveys

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

Manage survey responses

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

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Main Requirements for Microsoft MB-230 Exam

While there are no strict prerequisites for this test, it is recommended that the candidates earn the Microsoft Certified: Dynamics 365 Fundamentals certification to understand the exam content. Microsoft MB-230 is designed for the functional consultants who possess customer service expertise. They are involved in implementing omnichannel solutions, which focus on service, efficiency, customer satisfaction, reliability, and quality. The potential candidates for this test should have solid applied knowledge that meets the user needs via the Dynamics 365 Customer Service, including the professional understanding of cases, queues, entitlements, and knowledge base.

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How to book the MB-230: Microsoft Dynamics 365 Customer Service Exam

These are following steps for registering the MB-230: Microsoft Dynamics 365 Customer Service exam.

• Step 1: Visit to Microsoft Learning and search for MB-230: Microsoft Dynamics 365 Customer Service
• Step 2: Sign up/Login to Pearson VUE account
• Step 3: Select local centre based on your country, date, time and confirm with a payment method.

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

Microsoft MB-230 Exam Syllabus Topics: