Exam MB-230: Microsoft Dynamics 365 for Customer Service (beta)
Candidates for this exam are Dynamics 365 Customer Engagement functional consultants with customer service expertise. Candidates are responsible for implementing omnichannel solutions that focus uponservice, quality, reliability, efficiency and customer satisfaction.
Candidates design and implement service management visualizations and reports provided by and in collaboration with the Solution Architect. Candidates collaborate with the Customer Engagement administrator to implement and upgrade Power platform components, including knowledge base, and Voice of the Customer.
Candidates must have strong applied knowledge meeting user needs through the Dynamics 365 Customer Service, including in-depth understanding of cases, knowledge base, queues, entitlements, Service Level Agreements (SLAs), visualizations, and Unified Service Desk.
Candidates should understand industry terminology, priorities, standards, methodologies, customer service operations, and best practices. Candidates 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.
Prerequisites
Microsoft Training Course 81057 - Dynamics 365 (CRM 2016) Customer Service
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 processes
- configure custom business process flows
- implement business process flows from Microsoft AppSource
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
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
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
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 voice of the customer (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 subscription 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