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Exam MB-230: Microsoft Dynamics 365 Customer Service

A Dynamics 365 Customer Service Functional Consultant is responsible for implementing omnichannel solutions that focus upon service, quality, reliability, efficiency, and customer satisfaction.

A Dynamics 365 Customer Service Functional Consultant implements and designs service management visualizations and reports provided by and in collaboration with the solution architect. The Functional Consultant collaborates with the customer engagement administrator to implement and upgrade Power Platform components, including knowledge management, customer feedback, and connected services.

A Dynamics 365 Customer Service Functional Consultant must have strong applied knowledge of customer service, including: understanding industry terminology, priorities, standards, methodologies, customer service operations, and best practices. The Functional Consultant with customer service expertise must have strong applied knowledge of meeting user needs through Dynamics 365 customer service, including in-depth understanding of cases, knowledge management, queues, entitlements, resource scheduling, Service Level Agreements (SLAs), visualizations, connected services, Customer Service Insights, Power Virtual Agents, and Omnichannel for Customer Service. The Functional Consultant's knowledge should include a comprehensive understanding of the customer service application's role in relationship to the Dynamics 365 suite of applications along with a basic understanding of the solution architecture and quality assurance.

Part of the requirements for: Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate

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

Configure processes

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

Create and configure customer service visualizations

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

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

Create and manage cases

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

Create and manage the knowledge base

• Create and manage knowledge base article lifecycle
• Use the knowledge base to resolve cases
• Link an article with a case
• 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

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

Create and manage entitlements

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

Create and manage SLAs

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

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

Create surveys

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

Preview, test, and publish surveys

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

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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Skills Measured in MB-230 Exam

The Microsoft Dynamics 365 Customer Service certification exam tests one’s knowledge of customer service. Thus, the candidates should have in-depth knowledge of the industry terminology, standards, customer service operations. They should have solid skills to meet user needs by working with Dynamics 365 customer service. To add more, they should a deep comprehension of knowledge management, SLAs, Power Virtual Agents, Customer Service Insights, as well as Omnichannel for Customer Service.

Detailed Overview of Microsoft MB-230 Exam

The Microsoft MB-230 test is known to be taken in the English language only. The number of questions can be from 40 to 60. The question formats might include case studies, fill in the blank, multiple choice, multiple select, and others. You will need to clear all of them within 150 minutes to gain more than 700 points (passing score). The fee is $165 in the United States but it can be different in other countries. The difference in the pricing is brought up by the tax policies of each country. It is a proctored exam, which can be taken online. You can also sit for it at any Pearson VUE center.

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

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