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

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

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

Create and manage the knowledge base

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

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

Create and manage queues

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

Create and manage entitlements

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

Create and manage SLAs

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

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

Create surveys

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

Preview, test, and publish surveys

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

Manage survey responses

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

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

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Preparation Resources

As you can see the Microsoft MB-230 exam covers a wide knowledge area, so you need to have enough time in reserve to be completely prepared for the final test. For quality training, there are books that you can lay your hands on to boost your chances of acing the MB-230 with ease. These study materials can be found on the Amazon website such as:

MB-230 Microsoft Dynamics 365 for Customer Service Online Certification Video Learning Success Bundle (DVD) is real-time certification questions and answers packaged by seasoned professionals. It contains about 450 questions and each question has an evaluation video session where answers are explained by real-time SAP expert consultants. The disk also contains some materials that can be printed if you want to test your knowledge before the exam.

How I Passed MB-230 Microsoft Dynamics 365 Customer Service Exam: Sure Shot Certification Tips by Empirical Matt Publications (Kindle Edition) contains various interviews of successfully certified persons in the Microsoft Dynamics 365 Customer Service technologies and all the points you can put into practice to be like them. So by ordering this book on Amazon for only $11.99, you will get guidance on how to register for the MB-230 exam and obtain your results, how to prepare and what to pay attention to, as well as how to reduce your training time and get the score you want.

Exam MB-200 & MB-230 Dynamics 365 for Customer Service Functional Consultant Associate 73 Test Prep Questions (Kindle Edition) by Ger Arevalo: this 28-pages book is designed to be a test guide to check everything you learn in classes and labs and the hands-on practice that you have honed in the preparation for MB 230 exam. The book strengthens the knowledge you have gained while preparing for this exam. It contains questions that will fill in your knowledge gaps.

To aid candidates, Microsoft has developed a Self-paced online training on the Microsoft Learn platform, which through short video lectures will provide the most relevant material to prepare for the Microsoft MB-230 exam. So, you can learn how to work with cases, entitlements, and service-level agreements in Dynamics 365 Customer Service, as well as create surveys with Dynamics 365 Customer Voice. All this will be a useful tool for you to comprehensively prepare for and successfully write the test on your first attempt.

If you need help from an expert instructor with questions you can't find answers yourself, the official Microsoft course, which was created in full compliance with the exam, is available to you. The MB-230T01-A: Microsoft Dynamics 365 Customer Service course is a three-day paid training program that covers all of the test topics in detail, including Dynamics 365 Connected Customer Service and Customer Service Insights. In addition, by participating in this course you will have access to 8 training modules, each of which includes theoretical and laboratory classes that will help you practice the skills you have learned.

Jobs and Annual Income

With such a certificate, you will be able to take industry study roles that will utilize your skills and knowledge of Microsoft Dynamics Let's have a look at the Payscale.com analysis of the possible career prospects for you:

• Sales Operations Analyst – such a specialist focuses on helping the company to drive sales growth through the identification of areas for expansion and improvement. They implement various techniques such as accounting, coordinating sales, and marketing teams to come up with solutions to specific business problems. In most cases, these individuals work in a very high-intensity setup, where they multitask the resources to give solutions to multiple problems. Basically, these are the main tasks performed by Sales Operations Analysts:
  • Assisting sales teams with resources and techniques such as policy execution, data analysis as well as negotiating with managers.
  • Giving ad hoc analysis in order to understand the distributor, quotas, and competitor impact.
  • Cooperating with teams in channeling information to the relevant users of the system.
  • Integrating, compiling, analyzing, and evaluating data on the performance metrics and trends of the products.
  The Payscale research shows that the estimated salary of Sales Operations Analysts is $61,940 annually.
• Senior Programmer Analyst – s/he must have years of experience in coding using various programming languages and must have graduated with a degree from a university in computer science or any related field. Their everyday duty is to oversee a group of programmers who take part in the development and installation of computer systems that support Dynamic 365. In fact, the main role of a Programmer Analyst is to ensure that there is an effective development and maintenance of the software and database applications. The basic salary associated with this job role is about $90k in one year.
• Information Technology (IT) Consultant – these are individuals who work for a variety of organizations. Their main role is to advise the use of technology to meet both the customer or business objectives effectively and effectively. They must also have the skills to analyze and solve several IT problems such as server and desktop issues. One of the key practices as an IT Consultant is to keep yourself updated on the software and hardware updates taking place in the industry. The average basic salary that a specialist can earn is almost $79k per year.

The Microsoft Dynamics 365 Customer Service exam MB-230 by code is designed to test one's knowledge of the implementation of omnichannel solutions focused on service, quality, reliability, efficiency, and customer satisfaction.

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Microsoft MB-230 Exam Syllabus Topics: