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Microsoft MB-230 Exam Syllabus

Microsoft MB-230 Exam

Microsoft Dynamics 365 Customer Service

Total Questions: 105

What is Included in the Microsoft MB-230 Exam?

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Microsoft MB-230 Exam Overview :

Exam Name Microsoft Dynamics 365 Customer Service
Exam Code MB-230
Official Information https://www.microsoft.com/en-us/learning/exam-mb-230.aspx
See Expected Questions Microsoft MB-230 Expected Questions in Actual Exam
Take Self-Assessment Use Microsoft MB-230 Practice Test to Assess your preparation - Save Time and Reduce Chances of Failure

Microsoft MB-230 Exam Topics :

Section Weight Objectives
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
  1. describe use cases for the Channel Integration Framework
  2. configure channels
  3. enable the chat widget on websites
  4. configure pre-chat surveys
  5. configure proactive chat
  6. 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

Updates in the Microsoft MB-230 Exam Syllabus:

Microsoft MB-230 exam questions and practice test are the best ways to get fully prepared. Study4exam's trusted preparation material consists of both practice questions and practice test. To pass the actual Microsoft Dynamics 365 MB-230 exam on the first attempt, you need to put in hard work on these Microsoft MB-230 questions that provide updated information about the entire exam syllabus. Besides studying actual questions, you should take the Microsoft MB-230 practice test for self-assessment and actual exam simulation. Revise actual exam questions and remove your mistakes with the Microsoft Dynamics 365 Customer Service MB-230 exam practice test. Online and windows-based formats of the MB-230 exam practice test are available for self-assessment.