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

Configure processes

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

Create and configure customer service visualizations

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

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

Create and manage cases

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

Create and manage the knowledge base

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

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

Create and manage queues

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

Create and manage entitlements

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

Create and manage SLAs

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

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

Create surveys

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

Preview, test, and publish surveys

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

Manage survey responses

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

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.

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

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Career Prospects

Earning a certification is a surefire step in your career. The most important thing is to ensure that you are always updated with the major changes taking place in the industry. The Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate is just a starting point for your career, which opens doors to many opportunities for you. Thus, with such a certificate, you will stand a chance to get the role-based expert certification like the Microsoft Certified: Dynamics 365 + Power Platform Solution Architect Expert.