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What is the duration, language, and format of MB-230: Microsoft Dynamics 365 Customer Service Exam

• Length of Examination: 45 mins
• Type of Questions: This test format is multiple choice.
• Passing Score 700 / 1000
• Number of Questions: 40 - 60 (Since Microsoft does not publish this information, the number of exam questions may change without notice.)
• language: English

Microsoft Customer Service Exam Certification Details:

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

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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

• Create routing rules
• Configure goal management components
• Configure holiday schedule
• Configure categories and subjects
• Configure cases
• Configure customer service schedule
• Configure services
• Configure user work hours
• Configure customer service security roles
• Configure queues
• Describe process of record creation and update 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
• Execute and analyze customer service reports
• Configure customer service content pack for Power BI
• Design and create customer service charts

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

Create and manage cases

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

Create and manage the knowledge base

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

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

Create and manage queues

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

Create and manage entitlements

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

Create and manage SLAs

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

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

Create surveys

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

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

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