Microsoft Customer Service Exam Syllabus

Customer Service PDF, MB-230 Dumps, MB-230 PDF, Customer Service VCE, MB-230 Questions PDF, Microsoft MB-230 VCE, Microsoft Customer Service Dumps, Microsoft Customer Service PDFUse this quick start guide to collect all the information about Microsoft Customer Service (MB-230) Certification exam. This study guide provides a list of objectives and resources that will help you prepare for items on the MB-230 Microsoft Dynamics 365 Customer Service Functional Consultant exam. The Sample Questions will help you identify the type and difficulty level of the questions and the Practice Exams will make you familiar with the format and environment of an exam. You should refer this guide carefully before attempting your actual Microsoft MCA Dynamics 365 - Customer Service Functional Consultant certification exam.

The Microsoft Customer Service certification is mainly targeted to those candidates who want to build their career in Microsoft Dynamics 365 domain. The Microsoft Certified - Dynamics 365 Customer Service Functional Consultant Associate exam verifies that the candidate possesses the fundamental knowledge and proven skills in the area of Microsoft MCA Dynamics 365 - Customer Service Functional Consultant.

Microsoft Customer Service Exam Summary:

Exam Name Microsoft Certified - Dynamics 365 Customer Service Functional Consultant Associate
Exam Code MB-230
Exam Price $165 (USD)
Duration 120 mins
Number of Questions 40-60
Passing Score 700 / 1000
Books / Training MB-230T01-A: Microsoft Dynamics 365 Customer Service
Schedule Exam Pearson VUE
Sample Questions Microsoft Customer Service Sample Questions
Practice Exam Microsoft MB-230 Certification Practice Exam

Microsoft MB-230 Exam Syllabus Topics:

Topic Details

Manage cases and knowledge management (15-20%)

Create and manage cases - Configure cases
- Manage cases
- Create and search for case records
- Convert activities to cases
- Perform case resolution
- Manage parent/child cases
- Merge cases
- Set autonumbering for customer service entities
Define and Configure foundational Customer Service components - Implement advanced similarity rules
- Implement record creation and update rules
- Configure and modify the Case Resolution dialogue
- Configure status reason transitions
- Configure business process flows
- Configure categories and subjects
- Configure document management
- Configure basic and enhanced Teams integration
- Configure security roles
- Describe the Customer Service app interfaces
Create and administer Knowledge Management - Configure internal Knowledge Search capabilities
- Resolve cases by using Knowledge articles
- Manage the Knowledge article lifecycle
- Manage Knowledge article content and templates
- Configure tables for knowledge management
- Translate Knowledge articles
- Manage Knowledge article feedback
- Integrate and search external Knowledge sources
Capture customer feedback by using Customer Voice - Create a survey
- Describe survey elements including question types
- Apply formatting and branding to a survey
- Trigger distribution of a survey
- Describe and analyze survey results including Customer Satisfaction Score and Net Promoter Score

Manage entitlements and SLAs (1-5%)

Create and manage entitlements - Configure and apply entitlements
- Define and create entitlements including products, channels, contacts, allocations, and SLAs
- Manage entitlement templates
- Activate and deactivate entitlements
- Renew or cancel an entitlement
Create and manage SLAs - Define and create SLAs
- Configure SLA settings
- Configure a holiday schedule
- Configure a customer service schedule
- Implement actions by using Power Automate
- Apply SLAs
- Create and manage SLA items including key performance indicators (KPIs), warning actions, success actions, and applicability
- Configure a timer control on a form
- Enable tables for enhanced SLAs

Implement scheduling (10-15%)

Configure service scheduling - Define business closures
- Configure resources
- Configure work hours
- Configure facilities and equipment
- Configure resource categories and characteristics
- Configure resource groups
- Configure sites
- Define services
- Configure fulfillment preferences
Implement schedule boards - Identify features and uses for Booking Requirements view
- Schedule service activities
- Reassign and reschedule service activities
Manage schedule boards - Describe use cases for multiple schedule boards
- Configure schedule boards
- Customize schedule boards
Implement Universal Resource Scheduling (URS) - Describe use cases for URS
- Describe the role of resource requirements in scheduling
- Enable scheduling for a table
- Manage the work hours calendar for requirements

Implement multi-session experiences for Customer Service (30-35%)

Deploy Omnichannel for Customer Service - Configure workstreams
- Implement security roles for omnichannel
- Configure user settings
Manage channels - Configure a chat widget
- Configure pre-chat surveys
- Configure proactive chat
- Configure the voice channel
- Configure the chat channel
- Configure the record-based channel
Configure agent productivity tools - Configure quick replies
- Configure agent scripts
- Create macros
- Enable the productivity pane
Configure agent workspaces - Configure notifications
- Configure session templates
- Create agent experience profiles
- Configure the Agent Inbox
- Configure application tabs
Configure agent productivity AI capabilities - Enable AI suggestions for similar cases
- Enable AI-suggested descriptions and keywords
- Enable Smart Assist
- Configure real-time customer sentiment
- Configure AI suggestions for contacts in Microsoft Teams

Manage analytics, visualizations, and insights (10-15%)

Configure Insights - Configure historical analytics
- Configure topic clustering
- Configure knowledge search analytics
Create and configure visualizations and reports - Configure single-stream and multi-stream interactive dashboards
- Design and create customer service charts
- Personalize native Power BI reports
Configure Omnichannel Insights - Configure the Omnichannel Insights dashboard
- Configure intraday insights
- Customize KPIs for intraday insights
- Enable sentiment analysis

Implement Microsoft Power Platform (5-10%)

Configure model-driven apps - Create and configure forms
- Create and configure views
- Configure site maps
- Create and configure columns
- Configure Microsoft Excel and Word templates
- Configure alerts and in-app notifications
- Configure column mappings on table relationships
Create custom apps - Create task-specific canvas apps and custom pages
- Embed apps in Dynamics 365 Customer Service
- Create Microsoft Power Pages websites
Implement Microsoft Copilot Studio for Customer Service
- Describe Microsoft Copilot Studio components and concepts
- Integrate Microsoft Copilot Studio with Dynamics 365 Customer Service
- Create and manage bots including chat and voice
- Implement Microsoft Copilot Studio as a post-call survey

Implement Connected Customer Service (1-5%)

Describe Connected Customer Service - Describe IoT components
- Identify use cases for Connected Customer Service
- Describe security roles for Connected Customer Service
Create and manage IoT devices - Manage IoT devices
- Interact with IoT devices
- Associate devices with customer accounts
- Categorize devices

Implement routing (10-15%)

Configure routing - Configure work classification and assignments including rules
- Configure user attributes including capacity profiles
- Implement Basic Case Routing rules
- Configure Routing Rulesets
- Describe unified routing options
- Configure skills-based routing and Skills Finder
- Configure diagnostics
Create and manage queues - Differentiate queue types
- Configure queues
- Add records to queues
- Configure tables for queues
- Perform queue operations including pick, release, remove, and delete operations

To ensure success in Microsoft MCA Dynamics 365 - Customer Service Functional Consultant certification exam, we recommend authorized training course, practice test and hands-on experience to prepare for Microsoft Dynamics 365 Customer Service Functional Consultant (MB-230) exam.

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