Microsoft MB-230 Exam Syllabus Topics:

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

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
• Configure customer service dashboards
• Execute and analyze customer service reports

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

Create and manage cases

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

Create and manage the knowledge base

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

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

Create and manage queues

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

Create and manage entitlements

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

Create and manage SLAs

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

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

Create surveys

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

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

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

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

Microsoft MB-230: Positions and Salary

To obtain the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification, one must pass the MB-230 test and the associated exam known under the codename PL-200. With this certificate, the candidates can work as a Functional Consultant. Other job roles that are available for these individuals include a CRM Solution Architect, a Dynamics Developer, a Dynamics Technical Specialist, a Microsoft Dynamics Finance Functional Analyst, and a Pre Sales CRM Solution Architect, among others. The salary outlook for these positions is an average of $69,000 per annum.