Analytics Management: 10-15%

• Visualization Creation & Configuration: The candidates need to possess the expertise in designing and creating charts and reports with the use of Design wizard. This subtheme will also evaluate the competence of the examinees in configuring interactive dashboards.
• Customer Service Insights Configuration: This section requires one’s knowledge of use cases and capabilities of Customer Service Insights dashboards. It also measures the skills in managing workspaces and connecting to Customer Service Insights.

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

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

Configure processes

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

Create and configure customer service visualizations

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

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

Create and manage cases

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

Create and manage the knowledge base

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

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

Create and manage queues

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

Create and manage entitlements

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

Create and manage SLAs

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

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

Create surveys

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

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

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

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Introduction to MB-230: Microsoft Dynamics 365 Customer Service Exam

Microsoft MB-230 Exam is a certification exam that is conducted by Microsoft to validates candidate knowledge and skills of Managing cases and knowledge base .

Candidate are in charge of designing and implementing service management visualizations and reports provided by and in collaboration with the Solution Architect. This exam checks competency level on topics such as implementation and upgradation Power platform components,managing entitlements and SLA's . After passing this exam, candidates get a certificate from Microsoft that helps them to demonstrate their proficiency in Dynamics 365 Customer Service to their clients and employers.

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To stand a chance of passing any IT certification exam, the candidates must be well conversant with its topics. For the Microsoft MB-230 test, the domains are mentioned below:

• Manage Cases & Knowledge Management (20-25%)

  The first subject area of the exam is about creating and managing cases, implementing the knowledge management, as well as configuring and automating cases. This means that you need to be able to configure cases and merge them, implement Advanced Similarity rules, and configure Status Reason transitions.

• Implement Scheduling (10-15%)

  This knowledge area is about the management of resources and services. To answer the questions from this section, you need to have the skills in configuring work hours, business closures, equipment, and facilities. Also, you need to be able to develop schedule boards and schedule service activities.

• Manage Analytics (10-15%)

  The last objective that you need to deal with is all about the configuration of Customer Service Insights and creation of visualizations. The learners need to understand how to manage workspaces, design charts, and connect to Customer Service Insights.

• Implement Omnichannel for a Customer Service (30-35%)

  For this broad domain, you need to be able to manage channels, implement Power Virtual Agents, configure the agent and supervisor experience, distribute work, manage channels, and deploy Omnichannel for Customer Service. These areas include your ability to manage queues, configure channels and work streams, as well as escalate conversations to a live agent.

• Manage Queues, Entitlements, & SLAs (15-20%)

  Solving the items aligned to this topic, the candidates should have the ability to create and manage queues and entitlements, differentiate queue types, create and manage SLAs, assign an entitlement to a case, manage cases with SLAs, use SLAs on-demand, as well as define and create SLAs.

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