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Microsoft MB-230: Target Audience and Prerequisites

The candidates for this certification exam are Dynamics 365 Customer Service Functional Consultants. These professionals cooperate with the Customer Engagement Administrators to upgrade and implement different components of Power Platform, which include customer feedback, connected services, and knowledge management.

The Microsoft MB-230 exam is an associate-level certification test, which means that it does not have any official prerequisites. However, the students should have extensive knowledge of customer services. These include understanding the industry terminologies, standards, priorities, methodologies, best practices, and customer service operations. They should also have practical skills in meeting the needs of users through the Dynamics 366 customer service. These cover the areas, such as cases, resource scheduling, knowledge management, and Customer Service Insights. In addition, the learners should be conversant with entitlements, queues, visualization, Omnichannel for Customer Service, Power Virtual Agents, and Service Level Agreements.

The benefit of obtaining the MB-230: Microsoft Dynamics 365 Customer Service Exam Certification

• Microsoft MB-230 Certification provides practical experience to candidates from all the aspects to be a proficient worker in the organization.
• Microsoft MB-230 will be confident and stand different from others as their skills are more trained than non-certified professionals.
• Microsoft MB-230 Certifications provide opportunities to get a job easily in which they are interested in instead of wasting years and ending without getting any experience.
• Microsoft MB-230 Exam provide proven knowledge to use the tools to complete the task efficiently and cost effectively than the other non-certified professionals lack in doing so.
• Microsoft MB-230 certification has more useful and relevant networks that help them in setting career goals for themselves. **Microsoft MB-230 networks provide them with the correct career guidance than non certified generally are unable to get.
• Microsoft MB-230 Certification is distinguished among competitors. Microsoft MB-230 certification can give them an edge at that time easily when candidates appear for employment interview, employers are very fascinated to note one thing that differentiates the individual from all other candidates.
• Increases Efficiency : Professional certifications are a great assistance to furnish your consultancy with a firm foundation. This advanced information, and knowledge you gain during attaining specialized certification can give you with up-to-date tools and technical strategies that will serve to guide and direct you in the execution of your projects, allowing you to manage all aspects of your work more effectively.

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

Configure processes

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

Create and configure customer service visualizations

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

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

Create and manage cases

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

Create and manage the knowledge base

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

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
• Configure entities for queues
• Implement case routing
• Configure record creation and update rules

Create and manage entitlements

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

Create and manage SLAs

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

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

Create surveys

• Identify survey question types
• Add pages to a survey and personalize data
• Identify respondent types
• Add survey questions
• Configure response routing
• Configure survey scoring
• Create a theme and upload images
• 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日本語 Exam Syllabus Topics: