Exam MB-230: Microsoft Dynamics 365 Customer Service
The content of this exam was updated on October 2, 2020. Please download the skills measured document below to see what changed.
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
Related exams: 1 related exam
Exam MB-230: Microsoft Dynamics 365 Customer Service
Languages: English
Retirement date: none
This exam measures your ability to accomplish the following technical tasks: manage cases and Knowledge Management; manage queues, entitlements, and service-level agreements; implement scheduling; implement Omnichannel for Customer Service; and manage analytics.
Skills measured
The content of this exam was updated on October 2, 2020. Please download the exam skills outline below to see what changed.
Manage cases and Knowledge Management (20-25%)
Manage queues, entitlements, and service-level agreements (SLAs) (15-20%)
Implement scheduling (10-15%)
Implement Omnichannel for Customer Service (30-35%)
Manage analytics (10-15%)
Audience Profile
A Microsoft 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: 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.
Skills Measured
NOTE: The bullets that appear below each of the skills measured are intended to illustrate how we are assessing that skill. This list is not definitive or exhaustive.
NOTE: In most cases, exams do NOT cover preview features, and some features will only be added to an exam when they are GA (General Availability).
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
implement case routing rules
customize the Case Resolution form
configure Status Reason transitions
configure business process flows
capture customer feedback by using Customer Voice
Implement Knowledge Management
configure the Knowledge Search control
link an article with a case
use Knowledge Management to resolve cases
manage the Knowledge Management article lifecycle
manage Knowledge management articles
configure entities for Knowledge Management
manage Knowledge article templates
implement Knowledge Search
enable Relevance Search
configure categories and subjects
convert cases to knowledge articles
Manage queues, entitlements, and service-level agreements (SLAs) (15-20%)
Create and manage queues
describe use cases for each queue type
configure queues
add cases and activities to queues
configure entities for queues
perform queue operations
Create and manage entitlements
configure entitlements
define and create entitlements
manage entitlement templates
activate and deactivate entitlements
renew or cancel an entitlement
Create and manage SLAs
define and create service-level agreements (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
Implement scheduling (10-15%)
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
create a schedule board
schedule a service activity by using the schedule board
Implement Omnichannel for Customer Service (30-35%)
Deploy Omnichannel for Customer Service
provision Omnichannel for Customer Service
define user settings
configure application setting
manage queues
configure skills-based routing
Implement Power Virtual Agents
describe Power Virtual Agents components and concepts
integrate Power Virtual Agents with Dynamics 365 Customer Service
escalate conversations to a live agent
Manage channels
describe use cases for the Channel Integration Framework
configure channels
enable the chat widget on websites
configure pre-chat surveys
configure proactive chat
configure Secure Message Service (SMS)
Distribute work
describe difference between entity routing and channel routing
configure work streams
configure entity routing
configure routing values
implement context variables
Configure the agent experience
create macros
define agent scripts
configure Quick Responses
configure sessions and applications
configure notifications
Configure the supervisor experience
configure Omnichannel Insights dashboard
configure intraday insights
customize KPIs for intraday insights
enable sentiment analysis
Manage analytics (10-15%)
Configure Customer Service Insights
describe capabilities and use cases for Customer Service Insights dashboards
connect to Customer Service Insights
manage workspaces
Create and configure visualizations
configure interactive dashboards
design and create charts
design reports by using the Design wizard
The exam guide below is the previous guide and the change log is below. The new exam guide above went into effect on October 7, 2020.
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Skills Measured
NOTE: The bullets that appear below each of the skills measured are intended to illustrate how we are assessing that skill. This list is not definitive or exhaustive.
NOTE: In most cases, exams do NOT cover preview features, and some features will only be added to an exam when they are GA (General Availability).
Perform configuration (25-30%)
Configure Service Management settings
describe process of record creation and update rules
configure queues
configure holiday schedule
configure customer service schedule
configure user work hours
configure categories and subjects
configure cases
configure customer service security roles
configure goal management components
create routing rules
configure services
configure timelines
configure Customer Service Insights
configure Omnichannel chat and SMS
configure service scheduling
Configure processes
configure custom business process flows
implement business process flows from Microsoft AppSource
configure Connected Customer Services
Create and configure customer service visualizations
configure customer service content pack for Power BI
configure customer service dashboards
design and create customer service charts
execute and analyze customer service reports
configure enhanced customer service admin settings by using Service Management
Manage cases and the knowledge base (30-35%)
Create and manage cases
manage case list
create and search for case records
convert activities to cases
perform case resolution
implement case routing rules
implement parent/child cases
merge cases
configure status reason transitions
implement advanced similarity rules
customize the case resolution form
Create and manage the knowledge base
configure entities for knowledge management
link an article with a case
use the knowledge base to resolve cases
create and manage knowledge base article lifecycle
create and manage knowledge base articles
search for articles
enable and manage relevance search
Manage queues, entitlements, and SLAs (25-30%)
Create and manage queues
differentiate queue types
add cases and activities to queues
implement case routing
configure entities for queues
configure queue email settings
configure record creation and update rules
Create and manage entitlements
define and create entitlements
manage entitlement templates
activate and deactivate entitlements
renew or cancel an entitlement
assign an entitlement to a case
Create and manage SLAs
determine SLA conditions
define and create SLAs
implement actions and details
use SLAs on-demand
manage cases with SLAs
create and manage SLA items
Configure Forms Pro (15-20%)
Create surveys
create a theme and upload images
add pages to a survey and personalize data
identify survey question types
add survey questions
identify respondent types
configure response routing
configure survey scoring
configure survey unsubscription options
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
summarize survey results
determine report types
implement workflow conditional logic for survey actions
create business actions based upon survey responses
QUESTION 1
You use Dynamics 365 for Customer Service.
You need to create business process flows.
Which three entities can you use? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
A. Goal
B. Case
C. Letter
D. Social activity
E. Rollup queries
Correct Answer: BCD
QUESTION 2
You are configuring a single business process flow in Dynamics 365 for Customer Service.
You need to design the business process flow.
What should you do?
A. Merge peer branches to a single stage when merging branches.
B. Span the process across 10 unique entities.
C. Combine multiple conditions in a rule by using both the AND and OR operators.
D. Use 40 steps per stage.
Correct Answer: A
QUESTION 3
You are a customer service manager for a company using Dynamics 365 for Customer Service.
You need to set up queues to manage support. You assign a team to each queue.
What type of queue should you configure?
A. Personal
B. Private
C. Business unit
D. Public
Correct Answer: B
QUESTION 4
A customer has three cases in process and two cases for the current calendar year.
You need to determine how many cases the customer has left on their entitlement.
How many cases are left?
A. 20
B. 22
C. 23
D. 25
Correct Answer: C
QUESTION 5
You are a Dynamics 365 Customer Service administrator.
You are configuring a case dashboard.
You need to filter the dashboard to show only escalated cases and cases that are marked as Request.
Which filter should you use?
A. Timeframe
B. Priority
C. Global
D. Visual
Correct Answer: C