The Microsoft MB-230 exam is designed to evaluate one’s expertise in performing specific technical tasks. These include knowledge & case management, queues, Service Level Agreements, and entitlements management, scheduling implementation, analytics management, and Omnichannel for Customer Service. The details of these objectives are highlighted below:

Knowledge Management & Cases Management: 20-25%

• Configuring & Automating Cases: The examinees should gain the skills in implementing case routing rules, advanced similarity rules, update rules, as well as record creation. It also requires their competence in configuring business process flows and Status Reason transitions. Additionally, the applicants should also have the skills in customizing Case Resolution forms and capturing customer feedback with the use of Customer Voice.
• Creating & Managing Cases: This domain will measure the candidates’ skills in managing case lists, configuring cases, and implementing child/parent cases. It will also evaluate their competence in creating and searching for different case records, converting specific activities to cases, merging cases, and performing case resolutions.
• Implementing Knowledge Management: The students will need to demonstrate their expertise in configuring Knowledge search control, categories & subjects, as well as Knowledge Management entities. The questions related to this subtopic will also measure competence in using Knowledge Management to solve cases and managing Knowledge article models. Besides, the individuals are required to have expertise in implementing Knowledge Search, converting cases to specific knowledge articles, and linking articles with cases.

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

Configure processes

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

Create and configure customer service visualizations

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

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

Create and manage cases

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

Create and manage the knowledge base

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

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

Create and manage queues

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

Create and manage entitlements

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

Create and manage SLAs

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

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 survey question types
• Configure survey unsubscription options
• Identify respondent types

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
• Implement workflow conditional logic for survey actions
• Determine report types

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

How much MB-230: Microsoft Dynamics 365 Customer Service Exam Cost

The price of the MB-230: Microsoft Dynamics 365 Customer Service exam is $165 USD, for more information related to exam price please visit to Microsoft Training website as prices of Microsoft exams fees get varied country wise.