Microsoft MB-230 Valid Test : Microsoft Dynamics 365 Customer Service Functional Consultant

Microsoft MB-230 certification exam is a great way to demonstrate your expertise in customer service management and enhance your career opportunities. Microsoft Dynamics 365 Customer Service Functional Consultant certification is recognized by employers worldwide and can help you stand out in a competitive job market. By passing the MB-230 exam, you can prove that you have the skills and knowledge required to design and implement effective customer service solutions using Microsoft Dynamics 365 Customer Service.

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Microsoft Dynamics 365 Customer Service Functional Consultant Certification Exam (MB-230) is a valuable certification for professionals in the customer service industry. Microsoft Dynamics 365 Customer Service Functional Consultant certification validates the skills and expertise of candidates in delivering quality customer service, managing cases, and analyzing data. Microsoft Dynamics 365 Customer Service Functional Consultant certification is recognized globally and can enhance the career prospects of professionals in the customer service industry.

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

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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.

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

Configure processes

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

Create and configure customer service visualizations

• Execute and analyze customer service reports
• Design and create customer service charts
• 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

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

Create and manage the knowledge base

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

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

Create and manage queues

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

Create and manage entitlements

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

Create and manage SLAs

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

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

Create surveys

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

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

Microsoft MB-230 Exam Syllabus Topics: