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How to Register For Exam MB-230: Microsoft Dynamics 365 Customer Service?

Exam Register Link: https://examregistration.microsoft.com/?locale=en-us&examcode=MB-230&examname=Exam%20MB-230:%20Microsoft%20Dynamics%20365%20for%20Customer%20Service&returnToLearningUrl=https%3A%2F%2Fdocs.microsoft.com%2Flearn%2Fcertifications%2Fexams%2Fmb-230

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

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"Customers are God, service life, innovation is the soul" is the business objectives of our company. Therefore, on the one hand, our top experts will hold a brain storm session regularly in order to bring forth new ideas about how to continuously improve the quality of our MB-230 best questions, and we will always provide one of the most effective methods of learning for you. On the other hand, we will keep an eye on the latest happenings in this field, and then compile all of this hot news into our MB-230 certification training files. The biggest surprise for you is that we will send our latest version of our MB-230 study guide files for you during the whole year after payment.

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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.

The Microsoft MB-230 validation is an associate-level exam, which aims at equipping the candidates with the knowledge and skills required to implement omnichannel solutions for the purposes of reliability, quality, efficiency, service, and customer satisfaction. It is an ideal exam for candidates who have a passion for the implementation and design of service management reports and visualizations.

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

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

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

Create and manage the knowledge base

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

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

Create and manage queues

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

Create and manage entitlements

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

Create and manage SLAs

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

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

Create surveys

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

Preview, test, and publish surveys

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

Manage survey responses

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