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 Customer Service 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 Customer Service.

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 (20-25%)

Create and manage cases - configure cases
- manage case lists
- create and search for case records
- convert activities to cases
- perform case resolution
- implement parent/child cases
- merge cases
- set autonumbering for customer service entities
Configure and automate cases - implement advanced similarity rules
- implement record creation and update rules
- route cases using basic routing rulesets
- customize the case resolution form
- configure status reason transitions
- configure business process flows
Implement knowledge management - configure the knowledge search control
- configure knowledge article search filters and search providers
- link an article with a case
- use knowledge management to resolve cases
- manage the knowledge management article lifecycle
- manage knowledge management articles
- configure tables for knowledge management
- manage knowledge article templates
- implement knowledge search
- configure categories and subjects
- convert cases to knowledge articles
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 (CSAT) and Net Promoter Score (NPS)

Manage queues, entitlements, and service-level agreements (15-20%)

Create and manage queues - describe use cases for each queue type
- configure queues
- add cases and activities to queues
- configure tables for queues
- perform queue operations, including pick, release, remove, and delete operations
Create and manage entitlements - configure and apply entitlements
- define and create entitlements, including products, channels, contacts, allocations, and service-level agreements
- 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
- manage cases that are associated with SLAs
- manually apply an SLA
- create and manage SLA items, including key performance indicators (KPIs), warning actions, success actions, and applicability
Implement unified routing - describe unified routing stages
- configure work classification and assignments
- configure assignment rules
- configure workstreams
- configure queues
- configure user attributes, including capacity profiles
- configure skills-based routing
- configure unified record routing

Implement scheduling (5-10%)

Manage resources - configure business closures
- configure organizational units
- configure resources
- configure work hours
- configure facilities and equipment
Manage services - define services
- schedule a service activity
- configure fulfillment preferences

Implement Omnichannel for Customer Service (10-15%)

Deploy Omnichannel for Customer Service - provision Omnichannel for Customer Service
- configure application settings, including data masking, operating hours, authentication settings, self-service settings, and sentiment analysis
- configure work streams
- configure routing values
- implement context variables
Manage channels - configure channels
- enable the chat widget on websites
- configure pre-chat surveys
- configure proactive chat
- configure Short Message Service (SMS)
- configure the voice channel
Configure the supervisor experience - configure Omnichannel Insights dashboard
- configure intraday insights
- customize KPIs for intraday insights
- enable sentiment analysis

Manage analytics and insights (5-10%)

Configure Customer Service Insights for Dynamics 365 Customer Service - configure Customer Service historical analytics
- configure topic clustering
- configure knowledge search analytics
Create and configure visualizations - configure tier 1 and tier 2 interactive dashboards
- design and create customer service charts
- design reports by using the Report Wizard
- design and create Power BI reports and dashboards

Implement Customer Service workspaces (5-10%)

Describe Customer Service workspaces - configure session management
- configure administration features
- describe navigation and sessions
Implement the app profile manager - implement app profiles
- configure session, application, and notification templates
- configure macros and agent scripts
- configure smart assist

Implement Microsoft Power Platform (5-10%)

Create custom apps - create task-specific canvas or model apps
- embed apps in Dynamics 365 Customer Service
- create a custom portal to support customer service processes
Integrate Power Virtual Agents chatbots with Dynamics 365 Customer Service - describe Power Virtual Agents components and concepts
- integrate Power Virtual Agents with Dynamics 365 Customer Service
- escalate conversations to a live agent
- manage chatbots

Implement Connected Customer Service (5-10%)

Describe Connected Customer Service - describe IoT components
- identify use cases for Connected Customer Service
Implement Connected Customer Service with IoT Hub - manage IoT devices
- manage security roles for Connected Customer Service

To ensure success in Microsoft Customer Service 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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