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Skills measured

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

The Microsoft MB-230 validation is an associate-level exam, which aims at equipping the candidates with the knowledge and skills required to implement omnichannel solutions for the purposes of reliability, quality, efficiency, service, and customer satisfaction. It is an ideal exam for candidates who have a passion for the implementation and design of service management reports and visualizations.

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

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

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

Create and manage the knowledge base

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

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

Create and manage queues

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

Create and manage entitlements

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

Create and manage SLAs

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

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

Create surveys

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

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
• 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