How to Register For Exam MB-230: Microsoft Dynamics 365 Customer Service?

Exam Register Link: https://examregistration.microsoft.com/?locale=en-us&examcode=MB-230&examname=Exam%20MB-230:%20Microsoft%20Dynamics%20365%20for%20Customer%20Service&returnToLearningUrl=https%3A%2F%2Fdocs.microsoft.com%2Flearn%2Fcertifications%2Fexams%2Fmb-230

Microsoft MB-230: Details and Topics

The MB-230 test is available in the English language. The candidates should review the official exam objectives before taking this test. This is because Microsoft regularly updates the exam topics to align with the dynamic evolvement of the industry. To register for this test, the applicants must pay the fee of $165. The formats of the questions that may appear in the exam are multiple choice, case studies, drag and drop, build list, and active screen, among others. The number of questions contained in Microsoft MB-230 is usually between 40 and 60 and the time for their completion is 120 minutes.

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

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

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

Create and manage cases

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

Create and manage the knowledge base

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

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

Create and manage queues

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

Create and manage entitlements

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

Create and manage SLAs

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

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

Create surveys

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

Preview, test, and publish surveys

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

Manage survey responses

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