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

Configure processes

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

Create and configure customer service visualizations

• Configure customer service dashboards
• Execute and analyze customer service reports
• 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

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

Create and manage the knowledge base

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

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

Create and manage queues

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

Create and manage entitlements

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

Create and manage SLAs

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

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

Create surveys

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

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

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Microsoft MB-230: Details and Topics

The MB-230 test is available in the English language. The candidates should review the official exam objectives before taking this test. This is because Microsoft regularly updates the exam topics to align with the dynamic evolvement of the industry. To register for this test, the applicants must pay the fee of $165. The formats of the questions that may appear in the exam are multiple choice, case studies, drag and drop, build list, and active screen, among others. The number of questions contained in Microsoft MB-230 is usually between 40 and 60 and the time for their completion is 120 minutes.

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

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

Preparation Guide for MB-230: Microsoft Dynamics 365 Customer Service Exam

Introduction

Microsoft has given a certification track for IT professionals to get certified in Dynamics 365 Customer Service. The assessment is based on a rigorous exam using industry standard methodology to determine whether a candidate meets Microsoft's proficiency standards.

According to Microsoft, a Microsoft Certified Dynamics 365 functional consultants enables organizations to leverage responsible for implementing omnichannel solutions that focus upon service, quality, reliability, efficiency, and customer satisfaction., Microsoft MB-230: Microsoft Dynamics 365 Customer Service Exam is designed for professional who are working in the IT industries as well as it focuses on the other candidates who want to prove introductory knowledge of Microsoft Dynamics 365

Certification is evidence of your skills, expertise in those areas in which you like to work. If candidate wants to work on MB-230: Microsoft Dynamics 365 Customer Service Exam and prove his knowledge, Certification offered by Microsoft. This Microsoft MB-230 Exam helps a candidate to validates his skills in MB-230: Microsoft Dynamics 365 Customer Service Exam Technology.

In this guide, we will cover the MB-230: Microsoft Dynamics 365 Customer Service Exam, MB-230: Microsoft Dynamics 365 Customer Service Exam Certified professional salary and all aspects of the MB-230: Microsoft Dynamics 365 Customer Service Exam Certification.

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