Exam MB-230: Microsoft Dynamics 365 for Customer Service

Candidates for this exam are Dynamics 365 Customer Engagement functional consultants with customer service expertise. Candidates are responsible for implementing omnichannel solutions that focus upon... service, 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.


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Exam MB-230: Microsoft Dynamics 365 for Customer Service

Languages: English

This exam measures your ability to accomplish the following technical tasks: perform configuration; manage cases and the knowledge base; manage queues, entitlements, and SLAs; and configure voice of the customer.

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Skills measured

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%)

Notice of planned skills update: In October, Voice of the Customer skills and exam questions will be replaced with Forms Pro skills and questions. The exact date of that change and the associated changes to the Skills Measured will be communicated in August, 2019. Please prepare for your exam accordingly.

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

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