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

Configure processes

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

Create and configure customer service visualizations

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

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

Create and manage cases

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

Create and manage the knowledge base

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

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

Create and manage queues

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

Create and manage entitlements

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

Create and manage SLAs

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

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

Create surveys

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

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

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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.