Microsoft MB-230: Target Audience and Prerequisites

The candidates for this certification exam are Dynamics 365 Customer Service Functional Consultants. These professionals cooperate with the Customer Engagement Administrators to upgrade and implement different components of Power Platform, which include customer feedback, connected services, and knowledge management.

The Microsoft MB-230 exam is an associate-level certification test, which means that it does not have any official prerequisites. However, the students should have extensive knowledge of customer services. These include understanding the industry terminologies, standards, priorities, methodologies, best practices, and customer service operations. They should also have practical skills in meeting the needs of users through the Dynamics 366 customer service. These cover the areas, such as cases, resource scheduling, knowledge management, and Customer Service Insights. In addition, the learners should be conversant with entitlements, queues, visualization, Omnichannel for Customer Service, Power Virtual Agents, and Service Level Agreements.

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Microsoft MB-230日本語 Exam Syllabus Topics:

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

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

• 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.
• 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.

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

Configure processes

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

Create and configure customer service visualizations

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

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

Create and manage cases

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

Create and manage the knowledge base

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

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
• Implement case routing
• Add cases and activities to queues
• Differentiate queue types

Create and manage entitlements

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

Create and manage SLAs

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

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

Create surveys

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

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

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