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Career Path After Acing Microsoft MB-230 Exam

The Microsoft MB-230 exam leads to the associate-level certification. This certificate is all you need to be successful in your field. After earning it, you will be able to apply for several job roles, which also offer a good salary. To be precise, these are the positions you can pursue after getting certified:

• Dynamics Ax Solution Architect.
• Microsoft Dynamics Consultant;
• Microsoft Architect;
• Microsoft Dynamics CRM Architect;
• Dynamics Ax Developer;

Interestingly, all the above-mentioned job titles are paid between $24,807 and $99,751 per year.

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Microsoft MB-230: Target Audience and Prerequisites

The candidates for this certification exam are Dynamics 365 Customer Service Functional Consultants. These professionals cooperate with the Customer Engagement Administrators to upgrade and implement different components of Power Platform, which include customer feedback, connected services, and knowledge management.

The Microsoft MB-230 exam is an associate-level certification test, which means that it does not have any official prerequisites. However, the students should have extensive knowledge of customer services. These include understanding the industry terminologies, standards, priorities, methodologies, best practices, and customer service operations. They should also have practical skills in meeting the needs of users through the Dynamics 366 customer service. These cover the areas, such as cases, resource scheduling, knowledge management, and Customer Service Insights. In addition, the learners should be conversant with entitlements, queues, visualization, Omnichannel for Customer Service, Power Virtual Agents, and Service Level Agreements.

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

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

Configure processes

• Implement business process flows from Microsoft AppSource
• Configure custom business process flows

Create and configure customer service visualizations

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

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

Create and manage cases

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

Create and manage the knowledge base

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

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

Create and manage queues

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

Create and manage entitlements

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

Create and manage SLAs

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

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

Create surveys

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

Preview, test, and publish surveys

• Clone, import, and translate surveys
• Distribute survey link using email
• Embed a survey in a web page

Manage survey responses

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

Microsoft MB-230 Exam Syllabus Topics: