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Microsoft MB-230 Exam Syllabus Topics:

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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

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

Configure processes

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

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

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

Create and manage the knowledge base

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

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

Create and manage queues

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

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

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

Create surveys

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

Preview, test, and publish surveys

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

Manage survey responses

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

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

Associated Certification

The Microsoft MB-230 is one of the certification exams required to earn the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate. This certificate is appropriate for individuals who want to develop CX solutions that are agile, fast, and leverage Artificial Intelligence to anticipate business needs. To get certified, however, every candidate is required to pass PL-200 exam in addition to MB-230.

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Microsoft MB-230日本語 Exam Syllabus Topics: