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

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
• Execute and analyze customer service reports
• 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

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

Create and manage the knowledge base

• 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 article lifecycle
• Create and manage knowledge base articles

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

Create and manage queues

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

Create and manage entitlements

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

Create and manage SLAs

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

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

Create surveys

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

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

MB-230: Microsoft Dynamics 365 Customer Service Exam Certified Professional salary

The average salary of a MB-230: Microsoft Dynamics 365 Customer Service Exam Certified Expert in

• United State - 90,247 USD
• Europe - 80,347 EURO
• India - 15,00,327 INR
• England - 70,632 POUND

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

Omnichannel For Customer Service Implementation: 30-45%

• Omnichannel for Customer Service Deployment: This subtopic will evaluate the skills of the applicants in managing queues and defining user settings. It will also measure competence in configuring skill-based routing, configuring application settings, and provisioning Omnichannel for Customer Service.
• Agent Experience Configuration: This topic measures your skills in creating macros, defining agent scripts, configuring notifications, Quick Responses, as well as sessions & applications.
• Work Distribution: The candidates need to possess competence in configuring workstreams, routing values, and entity routing. Additionally, they should be able to demonstrate their expertise in implementing context variables and explaining the variations between channel routing and entity routing.
• Power Virtual Agents Implementation: The individuals should learn how to explain the concepts and components of Virtual Agents. They also need the skills in integrating Power Virtual Agents and Dynamics 365 Customer Service. Additionally, they should be able to escalate a conversation to a live agent.
• Channels Management: This subdomain equips the examinees with the skills needed to configure channels, pre-chat surveys, Secure Message Service, and proactive chat. It also requires their experience in explaining the use cases for Channel Integration Frameworks and enabling chat widgets on the websites.
• Supervisor Experience Configuration: The learners need to demonstrate their skills in enabling sentiment analysis, customizing KPI or intra-day insight, as well as configuring intra-day insights and Omnichannel Insights dashboard.

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