Exam MB-230: Microsoft Dynamics 365 Customer Service

A Dynamics 365 Customer Service Functional Consultant is responsible for implementing omnichannel solutions that focus upon service, quality, reliability, efficiency, and customer satisfaction.

A Dynamics 365 Customer Service Functional Consultant implements and designs service management visualizations and reports provided by and in collaboration with the solution architect. The Functional Consultant collaborates with the customer engagement administrator to implement and upgrade Power Platform components, including knowledge management, customer feedback, and connected services.

A Dynamics 365 Customer Service Functional Consultant must have strong applied knowledge of customer service, including: understanding industry terminology, priorities, standards, methodologies, customer service operations, and best practices. The Functional Consultant with customer service expertise must have strong applied knowledge of meeting user needs through Dynamics 365 customer service, including in-depth understanding of cases, knowledge management, queues, entitlements, resource scheduling, Service Level Agreements (SLAs), visualizations, connected services, Customer Service Insights, Power Virtual Agents, and Omnichannel for Customer Service. The Functional Consultant's knowledge should include a comprehensive understanding of the customer service application's role in relationship to the Dynamics 365 suite of applications along with a basic understanding of the solution architecture and quality assurance.

Part of the requirements for: Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate

Download exam skills outline

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

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

Configure processes

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

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

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

Create and manage the knowledge base

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

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

Create and manage queues

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

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

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

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

Create surveys

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

Preview, test, and publish surveys

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

Manage survey responses

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

MB-230: Microsoft Dynamics 365 Customer Service Exam Certification Path

MB-230: Microsoft Dynamics 365 Customer Service Exam is foundation level Certification. As such There is no prerequisite for this course. Anyone who is having keen and familiar with Microsoft technology are well invited to pursue this certification.