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

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Languages: English

Retirement date: none

This exam measures your ability to accomplish the following technical tasks: manage cases and Knowledge Management; manage queues, entitlements, and service-level agreements; implement scheduling; implement Omnichannel for Customer Service; and manage analytics.

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

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

Configure processes

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

Create and configure customer service visualizations

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

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

Create and manage cases

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

Create and manage the knowledge base

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

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

Create and manage queues

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

Create and manage entitlements

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

Create and manage SLAs

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

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

Create surveys

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

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

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For more info read reference:

Microsoft learning site

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Microsoft MB-230日本語 Exam Syllabus Topics: