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The benefit of obtaining the MB-230: Microsoft Dynamics 365 Customer Service Exam Certification

• Microsoft MB-230 certification has more useful and relevant networks that help them in setting career goals for themselves. **Microsoft MB-230 networks provide them with the correct career guidance than non certified generally are unable to get.
• Microsoft MB-230 Certification provides practical experience to candidates from all the aspects to be a proficient worker in the organization.
• Microsoft MB-230 Certification is distinguished among competitors. Microsoft MB-230 certification can give them an edge at that time easily when candidates appear for employment interview, employers are very fascinated to note one thing that differentiates the individual from all other candidates.
• Microsoft MB-230 Certifications provide opportunities to get a job easily in which they are interested in instead of wasting years and ending without getting any experience.
• Increases Efficiency : Professional certifications are a great assistance to furnish your consultancy with a firm foundation. This advanced information, and knowledge you gain during attaining specialized certification can give you with up-to-date tools and technical strategies that will serve to guide and direct you in the execution of your projects, allowing you to manage all aspects of your work more effectively.
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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 queues
• Create routing rules
• Describe process of record creation and update rules
• Configure user work hours
• Configure holiday schedule
• Configure categories and subjects
• Configure goal management components
• Configure cases
• Configure services
• Configure customer service schedule
• Configure customer service security roles

Configure processes

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

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

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

Create and manage the knowledge base

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

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

Create and manage queues

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

Create and manage entitlements

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

Create and manage SLAs

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

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

Create surveys

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

Preview, test, and publish surveys

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

Manage survey responses

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

Skills measured

• Implement scheduling (10-15%)
• Implement Omnichannel for Customer Service (30-35%)
• Manage queues, entitlements, and service-level agreements (SLAs) (15-20%)
• Manage cases and Knowledge Management (20-25%)
• Manage analytics (10-15%)

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

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