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Skills Measured in MB-230 Exam
The Microsoft Dynamics 365 Customer Service certification exam tests one’s knowledge of customer service. Thus, the candidates should have in-depth knowledge of the industry terminology, standards, customer service operations. They should have solid skills to meet user needs by working with Dynamics 365 customer service. To add more, they should a deep comprehension of knowledge management, SLAs, Power Virtual Agents, Customer Service Insights, as well as Omnichannel for Customer Service.
How to Register For Exam MB-230: Microsoft Dynamics 365 Customer Service?
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 cases
- Configure services
- Describe process of record creation and update rules
- Configure queues
- Configure holiday schedule
- Configure customer service security roles
- Configure customer service schedule
- Configure categories and subjects
- Create routing rules
- Configure user work hours
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
- Design and create customer service charts
- Configure customer service dashboards
- Execute and analyze customer service reports
2. Manage cases and the knowledge base (30-35%)
Create and manage cases
- Perform case resolution
- Convert activities to cases
- Merge cases
- Implement case routing rules
- Manage case list
- Implement parent/child cases
- Configure status reason transitions
- Create and search for case records
Create and manage the knowledge base
- Create and manage knowledge base article lifecycle
- Create and manage knowledge base articles
- Link an article with a case
- Configure entities for knowledge management
- Search for articles
- Use the knowledge base to resolve cases
3. Manage queues, entitlements, and SLAs (25-30%)
Create and manage queues
- Differentiate queue types
- Configure queue email settings
- Add cases and activities to queues
- Configure record creation and update rules
- Configure entities for queues
- Implement case routing
Create and manage entitlements
- Renew or cancel an entitlement
- Manage entitlement templates
- Activate and deactivate entitlements
- Define and create entitlements
- Assign an entitlement to a case
Create and manage SLAs
- Define and create SLAs
- Create and manage SLA items
- Determine SLA conditions
- Use SLAs on-demand
- Manage cases with SLAs
- Implement actions and details
4. Configure voice of the customer (15-20%)
Create surveys
- Add pages to a survey and personalize data
- Identify survey question types
- Create a theme and upload images
- Configure survey scoring
- Identify respondent types
- Configure response routing
- Configure survey unsubscription options
- Add survey questions
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
- Create business actions based upon survey responses
- Summarize survey results
- Determine report types
- Implement workflow conditional logic for survey actions
Microsoft MB-230: Positions and Salary
To obtain the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification, one must pass the MB-230 test and the associated exam known under the codename PL-200. With this certificate, the candidates can work as a Functional Consultant. Other job roles that are available for these individuals include a CRM Solution Architect, a Dynamics Developer, a Dynamics Technical Specialist, a Microsoft Dynamics Finance Functional Analyst, and a Pre Sales CRM Solution Architect, among others. The salary outlook for these positions is an average of $69,000 per annum.
Reference: https://www.microsoft.com/en-us/learning/exam-mb-230.aspx
Microsoft MB-230日本語 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Implement Microsoft Power Platform | 10% | - Configure Power Automate
|
| Topic 2: Manage entitlements and SLAs | 15% | - Create and manage entitlements
|
| Topic 3: Manage analytics, visualizations, and insights | 10% | - Configure Customer Service Insights
|
| Topic 4: Implement routing | 10% | - Manage queues and routing
|
| Topic 5: Implement Connected Customer Service | 10% | - Manage Connected Customer Service scenarios
|
| Topic 6: Implement multi-session experiences for Customer Service | 20% | - Manage channels
|
| Topic 7: Manage cases and Knowledge Management | 20% | - Create and manage cases
|
| Topic 8: Implement scheduling | 5% | - Manage resources
|
