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

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
• Configure customer service dashboards
• 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

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

Create and manage the knowledge base

• Link an article with a case
• Create and manage knowledge base article lifecycle
• Create and manage knowledge base articles
• Configure entities for knowledge management
• 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
• Implement case routing
• Add cases and activities to queues
• Configure record creation and update rules
• Differentiate queue types
• Configure queue email settings

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

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

Create surveys

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

Preview, test, and publish surveys

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

Manage survey responses

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

MB-230 Structure

• Candidates can take 180 minutes to complete the final exam.
• It is delivered in English.
• The format of the questions can be multiple-choice, drag and drop, build lists, active screen, etc.
• The cost of such an exam is $165 based on the country, where the exam is proctored.
• The number of questions ranges from 40 to 60.

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

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MB-230: Microsoft Dynamics 365 Customer Service Exam Certification Path

MB-230: Microsoft Dynamics 365 Customer Service Exam is foundation level Certification. As such There is no prerequisite for this course. Anyone who is having keen and familiar with Microsoft technology are well invited to pursue this certification.

Detailed Overview of Microsoft MB-230 Exam

The Microsoft MB-230 test is known to be taken in the English language only. The number of questions can be from 40 to 60. The question formats might include case studies, fill in the blank, multiple choice, multiple select, and others. You will need to clear all of them within 150 minutes to gain more than 700 points (passing score). The fee is $165 in the United States but it can be different in other countries. The difference in the pricing is brought up by the tax policies of each country. It is a proctored exam, which can be taken online. You can also sit for it at any Pearson VUE center.

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