Microsoft Dynamics 365 MB-230

Microsoft MB-230 Exam Overview

Though there are no requirements for admission to the MB-230 test, it is part of the requirements for Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification. Before sitting for MB-230 exam, you have to pass the PL-200 test. Both are a necessity to apply for a position of Functional Consultant, but if the PL-200 exam is focused on the Microsoft Power Platform, MB-230 exam in its turn is all about Microsoft Dynamics 365 Customer Service. Each of the exams will cost you $165 and before passing them you need to create an account with Microsoft and to schedule the required exam via Pearson VUE.

It assesses the candidate’s knowledge and skills to cooperate with solution architects and customer engagement administrators, as such specialists should be proficient in working with service management virtualization and reports, as well as know all best practices to meeting the customers’ needs.

Moving forward, exam MB-230 contains 40-60 questions which you are to complete within 130 minutes. The format of this test includes multiple-choice or multiple select questions, case studies or fill-in blanks, among many.

If you want to ace this exam, you must score at least 700 points on a scale of 1000. However, if you fail to pass the test on your first attempt, then you must wait for at least 24 hours before you can retake the exam and if you are unable to pass it the second time, then you need to wait for at least 14 days before your next trying. This is the same rule that guides the retake process if you are retaking for the fourth or fifth time. Candidates are allowed to take the exam not more than five times a year. So, if you are unable to pass the exam on the fifth time, you will have to wait for a year which starts on your failure of the fifth attempt. At the same time, if you need the certificate urgently and you have exhausted the time you can do the exam in a year, you can contact Microsoft if you want to try again.

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

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Skills Measured in MB-230 Exam

The Microsoft Dynamics 365 Customer Service certification exam tests one’s knowledge of customer service. Thus, the candidates should have in-depth knowledge of the industry terminology, standards, customer service operations. They should have solid skills to meet user needs by working with Dynamics 365 customer service. To add more, they should a deep comprehension of knowledge management, SLAs, Power Virtual Agents, Customer Service Insights, as well as Omnichannel for Customer Service.

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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

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

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
• 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

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

Create and manage the knowledge base

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

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

Create and manage queues

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

Create and manage entitlements

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

Create and manage SLAs

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

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

Create surveys

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

Preview, test, and publish surveys

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

Manage survey responses

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

Microsoft MB-230 Exam Syllabus Topics: