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Microsoft Customer Service Exam Certification Details:

Skills measured

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

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

MB-230 Structure

• The number of questions ranges from 40 to 60.
• The cost of such an exam is $165 based on the country, where the exam is proctored.
• It is delivered in English.
• The format of the questions can be multiple-choice, drag and drop, build lists, active screen, etc.
• Candidates can take 180 minutes to complete the final exam.

Updating study materials for free

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Round-the-clock service

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

Configure processes

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

Create and configure customer service visualizations

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

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

Create and manage cases

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

Create and manage the knowledge base

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

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

Create and manage queues

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

Create and manage entitlements

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

Create and manage SLAs

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

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

Create surveys

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

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

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

Microsoft MB-230 Exam Syllabus Topics: