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
• Configure services
• Configure categories and subjects
• Configure goal management components
• Configure customer service security roles
• Create routing rules
• Configure holiday schedule
• Configure cases
• Describe process of record creation and update rules
• Configure customer service schedule
• 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
• Execute and analyze customer service reports
• Configure customer service dashboards

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

Create and manage cases

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

Create and manage the knowledge base

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

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

Create and manage queues

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

Create and manage entitlements

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

Create and manage SLAs

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

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

Create surveys

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

Preview, test, and publish surveys

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

Manage survey responses

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

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

Detailed Overview of Microsoft MB-230 Exam

The Microsoft MB-230 test is known to be taken in the English language only. The number of questions can be from 40 to 60. The question formats might include case studies, fill in the blank, multiple choice, multiple select, and others. You will need to clear all of them within 150 minutes to gain more than 700 points (passing score). The fee is $165 in the United States but it can be different in other countries. The difference in the pricing is brought up by the tax policies of each country. It is a proctored exam, which can be taken online. You can also sit for it at any Pearson VUE center.