Exam MB-230: Microsoft Dynamics 365 Customer Service

A Dynamics 365 Customer Service Functional Consultant is responsible for implementing omnichannel solutions that focus upon service, quality, reliability, efficiency, and customer satisfaction.

A Dynamics 365 Customer Service Functional Consultant implements and designs service management visualizations and reports provided by and in collaboration with the solution architect. The Functional Consultant collaborates with the customer engagement administrator to implement and upgrade Power Platform components, including knowledge management, customer feedback, and connected services.

A Dynamics 365 Customer Service Functional Consultant must have strong applied knowledge of customer service, including: understanding industry terminology, priorities, standards, methodologies, customer service operations, and best practices. The Functional Consultant with customer service expertise must have strong applied knowledge of meeting user needs through Dynamics 365 customer service, including in-depth understanding of cases, knowledge management, queues, entitlements, resource scheduling, Service Level Agreements (SLAs), visualizations, connected services, Customer Service Insights, Power Virtual Agents, and Omnichannel for Customer Service. The Functional Consultant's knowledge should include a comprehensive understanding of the customer service application's role in relationship to the Dynamics 365 suite of applications along with a basic understanding of the solution architecture and quality assurance.

Part of the requirements for: Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate

Download exam skills outline

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 queues
Configure customer service security roles
Configure customer service schedule
Configure holiday schedule
Configure categories and subjects
Configure goal management components
Configure cases
Describe process of record creation and update rules
Configure services
Configure user work hours
Create routing 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
Execute and analyze customer service reports
Configure customer service dashboards
Configure customer service content pack for Power BI

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

Create and manage cases

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

Create and manage the knowledge base

Configure entities for knowledge management
Link an article with a case
Create and manage knowledge base articles
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

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

Create and manage entitlements

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

Create and manage SLAs

Manage cases with SLAs
Define and create SLAs
Determine SLA conditions
Implement actions and details
Use SLAs on-demand
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
Identify respondent types
Add survey questions
Add pages to a survey and personalize data
Configure survey scoring
Configure survey unsubscription options
Configure response routing

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

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

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

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