Main Requirements for Microsoft MB-230 Exam

While there are no strict prerequisites for this test, it is recommended that the candidates earn the Microsoft Certified: Dynamics 365 Fundamentals certification to understand the exam content. Microsoft MB-230 is designed for the functional consultants who possess customer service expertise. They are involved in implementing omnichannel solutions, which focus on service, efficiency, customer satisfaction, reliability, and quality. The potential candidates for this test should have solid applied knowledge that meets the user needs via the Dynamics 365 Customer Service, including the professional understanding of cases, queues, entitlements, and knowledge base.

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

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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.

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

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

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

Create and manage cases

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

Create and manage the knowledge base

• Link an article with a case
• Configure entities for knowledge management
• Use the knowledge base to resolve cases
• Search for articles
• Create and manage knowledge base 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
• Add cases and activities to queues
• Differentiate queue types
• Implement case routing
• Configure entities for queues

Create and manage entitlements

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

Create and manage SLAs

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

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

Create surveys

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

Preview, test, and publish surveys

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

Manage survey responses

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

Microsoft MB-230 Exam Syllabus Topics: