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

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
• Execute and analyze customer service reports
• Configure customer service content pack for Power BI
• Configure customer service dashboards

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

Create and manage cases

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

Create and manage the knowledge base

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

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

Create and manage queues

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

Create and manage entitlements

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

Create and manage SLAs

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

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

Create surveys

• Configure survey unsubscription options
• Configure response routing
• Add pages to a survey and personalize data
• Create a theme and upload images
• Add survey questions
• Identify survey question types
• 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
• Implement workflow conditional logic for survey actions
• Determine report types
• Summarize survey results

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How to Prepare For MB-230: Microsoft Dynamics 365 Customer Service Exam

Preparation Guide for MB-230: Microsoft Dynamics 365 Customer Service Exam

Introduction

Microsoft has given a certification track for IT professionals to get certified in Dynamics 365 Customer Service. The assessment is based on a rigorous exam using industry standard methodology to determine whether a candidate meets Microsoft's proficiency standards.

According to Microsoft, a Microsoft Certified Dynamics 365 functional consultants enables organizations to leverage responsible for implementing omnichannel solutions that focus upon service, quality, reliability, efficiency, and customer satisfaction., Microsoft MB-230: Microsoft Dynamics 365 Customer Service Exam is designed for professional who are working in the IT industries as well as it focuses on the other candidates who want to prove introductory knowledge of Microsoft Dynamics 365

Certification is evidence of your skills, expertise in those areas in which you like to work. If candidate wants to work on MB-230: Microsoft Dynamics 365 Customer Service Exam and prove his knowledge, Certification offered by Microsoft. This Microsoft MB-230 Exam helps a candidate to validates his skills in MB-230: Microsoft Dynamics 365 Customer Service Exam Technology.

In this guide, we will cover the MB-230: Microsoft Dynamics 365 Customer Service Exam, MB-230: Microsoft Dynamics 365 Customer Service Exam Certified professional salary and all aspects of the MB-230: Microsoft Dynamics 365 Customer Service Exam Certification.

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

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