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

Configure processes

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

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

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

Create and manage the knowledge base

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

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

Create and manage queues

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

Create and manage entitlements

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

Create and manage SLAs

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

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

Create surveys

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

Preview, test, and publish surveys

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

Manage survey responses

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

For more info read reference:

Microsoft learning site

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

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Microsoft MB-230 Exam Syllabus Topics: