Exam: MB-230
|
|||||||||||||||||||||||||||
Certkingdom's provide the best learning material includes the maximum exquisite features, prepared with the aid of the identical dedicated specialists who have come collectively to provide an incorporated solution. We provide the maximum outstanding and simple approach to bypass your certification exams on the first strive "assured"
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.
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
MB-230 Brain Dumps Exam + Online / Offline and Android Testing Engine & 4500+ other exams included
$50 - $25 (you save $25)
Buy Now
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
Buy Complete
These are real testimonials.
Jsaon
I always enjoy Scott Duffy training videos. I like how this followed the skills
outline from Microsoft.
It was a great course which helped me to clear MB-230, I had previous experience
in QnA Maker and Bot services but other major areas are very well covered by
Scott. In the practice test I scored 70% in the first attempt.. but it gave
proper understanding and logic building thrust.
Jessica
This course is a great walkthrough Azure Cognitive Services, but definitely not
prep material for MB-230 exam.
Scott: cleard my exam in one week
Despite being recently updated this course feels out of date, for example there
are 31 minutes of videos on QnA maker, but this service does not appear on the
current study guide and its not clear from the course content how this differs
from its replacement (Azure Cognitive Service for Language).
Furthermore, 10 minutes of videos on knowledge mining feels low for an area that
makes up 15-20% of the exam
Richel
I have cleared exam today with 900!, these mock tests were very helpful to me
and highly recommended. Thank you
David
Successfully cleared MB-230 exam today with 960 marks. All the questions similar
and came from this Mock tests. Thanks a lot certkingdom.
Hillary - CANADA
Oct 26, 2022
Rating: 4.3 / 5.0
I studied and pass my exams using cerkingdom material carefully and took every
question seriously. At last, I passed the exam with high score. Prepare well and
study much more.
Certkingdom Offline Testing Engine Simulator Download
Prepare with yourself how CertKingdom Offline Exam Simulator it is designed specifically for any exam preparation. It allows you to create, edit, and take practice tests in an environment very similar to an actual exam.
Supported Platforms: Windows-7 64bit or later - EULA | How to Install?
FAQ's: Windows-8 / Windows 10 if you face any issue kinldy uninstall and reinstall the Simulator again.
Download Offline Simulator-Beta
Certkingdom Testing Engine Features
- Certkingdom Testing Engine simulates the real exam environment.
- Interactive Testing Engine Included
- Live Web App Testing Engine
- Offline Downloadable Desktop App Testing Engine
- Testing Engine App for Android
- Testing Engine App for iPhone
- Testing Engine App for iPad
- Working with the Certkingdom Testing Engine is just like taking the real tests, except we also give you the correct answers.
- More importantly, we also give you detailed explanations to ensure you fully understand how and why the answers are correct.
Certkingdom Android Testing Engine Simulator Download
Take your learning mobile android device with all the features as desktop offline testing engine. All android devices are supported.
Supported Platforms: All Android OS EULA
Install the Android Testing Engine from google play store and download the app.ck from certkingdom website android testing engine download
Certkingdom Android Testing Engine Features
- CertKingdom Offline Android Testing Engine
- Make sure to enable Root check in Playstore
- Live Realistic practice tests
- Live Virtual test environment
- Live Practice test environment
- Mark unanswered Q&A
- Free Updates
- Save your tests results
- Re-examine the unanswered Q & A
- Make your own test scenario (settings)
- Just like the real tests: multiple choice questions
- Updated regularly, always current
