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Microsoft MB-230 Exam
Microsoft Dynamics 365 Customer Service
Last Updated: Jun 30, 2024
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298 Questions and Answers for the Microsoft MB-230 exam
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Microsoft Dynamics 365 Customer Service Syllabus
- Manage cases and Knowledge Management: This domain covers how to configure cases, manage cases, create and search for case records, convert activities to cases, perform case resolution, and manage parent/child cases. More topics include defining foundational Customer Service components such as security roles and service app interfaces. It includes managing knowledge article feedback with customer feedback and voice.
- Manage entitlements and SLAs: This domain includes how to create and manage entitlements, activate and deactivate entitlements, configure SLA settings, apply SLAs, and enable tables for enhanced SLAs.
- Implement Scheduling: This domain covers how to set up service scheduling, define business closures, set up resources, work hours, facilities and equipment, and categories and characteristics in addition to implementing and scheduling schedule boards.
- Implement multi-session experiences for Customer Service: This domain covers how to deploy omnichannel for customer service, managing a chat widget, pre-chat surveys, proactive chat, and the voice channel. Moreover, this domain covers configuring agent productivity tools and agent workspaces with agent productivity AI capabilities.
- Manage analytics, visualizations, and insights: This domain covers how to configure insights, configure historical analytics, configure and build reports, and omnichannel insights.
- Implement Microsoft Power Platform: This module covers how to create and configure forms, configure views, configure site maps, and columns. It covers creating custom apps and deploying Microsoft Copilot Studio components and concepts in addition to integrating Microsoft Copilot Studio with Dynamics 365 Customer Service.
- Implement Connected Customer Service: This domain covers IoT components, identifying use cases for connected customer service, , managing IoT devices, interacting with IoT devices, etc.
- Implement routing: In this section, candidates are tested for configuring work classification and assignments including rules, user attributes including capacity profiles, and implementing basic case routing rules while managing queues.