Introduction to MB-230: Microsoft Dynamics 365 Customer Service Exam

Microsoft MB-230 Exam is a certification exam that is conducted by Microsoft to validates candidate knowledge and skills of Managing cases and knowledge base .

Candidate are in charge of designing and implementing service management visualizations and reports provided by and in collaboration with the Solution Architect. This exam checks competency level on topics such as implementation and upgradation Power platform components,managing entitlements and SLA's . After passing this exam, candidates get a certificate from Microsoft that helps them to demonstrate their proficiency in Dynamics 365 Customer Service to their clients and employers.

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

Configure processes

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

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

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

Create and manage the knowledge base

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

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

Create and manage queues

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

Create and manage entitlements

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

Create and manage SLAs

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

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

Create surveys

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

Preview, test, and publish surveys

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

Manage survey responses

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

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SLA, Entitlements, and Queues Management: 15-20%

• Queues Creation & Management: This subject area requires your competence in configuring queues and entities or queues, performing queue operations, and adding activities & cases to queues.
• Entitlement Creation & Management: This section measures the learners’ skills in configuring entitlements, activating and deactivating entitlements, and creating and defining entitlements. It also covers their skills in renewal or cancelation of an entitlement.
• SLAs Creation & Management: The candidates need to demonstrate their skills in creating and defining SLAs, configuring SLA settings, and manually applying SLAs. This domain will also evaluate competence in configuring holiday schedules, configuring customer service schedules, and implementing actions with the use of Power Automate.

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