Microsoft MB-230日本語 : Microsoft Dynamics 365 Customer Service Functional Consultant (MB-230日本語版)

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Taking MB-230 exam by Microsoft is your final step in obtaining the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification. According to ZipRecruiter website the salary for this position of Functional Consultant ranges from $72,500 to $145,500. It’s really worth opting for.

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Topics of MB-230: Microsoft Dynamics 365 Customer Service Exam

Candidates must know the exam topics before they start of preparation. because it will really help them in hitting the core. Our Microsoft MB-230 exam dumps will include the following topics:

1. Perform configuration (25-30%)

Configure Service Management settings

• Create routing rules
• Configure holiday schedule
• Configure cases
• Configure customer service security roles
• Configure services
• Configure queues
• Configure user work hours
• Describe process of record creation and update rules
• Configure customer service schedule
• Configure categories and subjects
• Configure goal management components

Configure processes

• Configure custom business process flows
• Implement business process flows from Microsoft AppSource

Create and configure customer service visualizations

• Execute and analyze customer service reports
• Design and create customer service charts
• Configure customer service content pack for Power BI
• Configure customer service dashboards

2. Manage cases and the knowledge base (30-35%)

Create and manage cases

• Implement parent/child cases
• Perform case resolution
• Manage case list
• Merge cases
• Implement case routing rules
• Configure status reason transitions
• Create and search for case records
• Convert activities to cases

Create and manage the knowledge base

• Create and manage knowledge base articles
• Configure entities for knowledge management
• Create and manage knowledge base article lifecycle
• Use the knowledge base to resolve cases
• Link an article with a case
• Search for articles

3. Manage queues, entitlements, and SLAs (25-30%)

Create and manage queues

• Configure entities for queues
• Add cases and activities to queues
• Configure record creation and update rules
• Configure queue email settings
• Implement case routing
• Differentiate queue types

Create and manage entitlements

• Define and create entitlements
• Renew or cancel an entitlement
• Activate and deactivate entitlements
• Assign an entitlement to a case
• Manage entitlement templates

Create and manage SLAs

• Define and create SLAs
• Determine SLA conditions
• Implement actions and details
• Create and manage SLA items
• Manage cases with SLAs
• Use SLAs on-demand

4. Configure voice of the customer (15-20%)

Create surveys

• Add survey questions
• Configure survey scoring
• Add pages to a survey and personalize data
• Configure response routing
• Identify respondent types
• Identify survey question types
• Create a theme and upload images
• Configure survey unsubscription options

Preview, test, and publish surveys

• Embed a survey in a web page
• Distribute survey link using email
• Clone, import, and translate surveys

Manage survey responses

• Create business actions based upon survey responses
• Determine report types
• Implement workflow conditional logic for survey actions
• Summarize survey results

Reference: https://www.microsoft.com/en-us/learning/exam-mb-230.aspx

To stand a chance of passing any IT certification exam, the candidates must be well conversant with its topics. For the Microsoft MB-230 test, the domains are mentioned below:

• Manage Cases & Knowledge Management (20-25%)

  The first subject area of the exam is about creating and managing cases, implementing the knowledge management, as well as configuring and automating cases. This means that you need to be able to configure cases and merge them, implement Advanced Similarity rules, and configure Status Reason transitions.

• Manage Analytics (10-15%)

  The last objective that you need to deal with is all about the configuration of Customer Service Insights and creation of visualizations. The learners need to understand how to manage workspaces, design charts, and connect to Customer Service Insights.

• Manage Queues, Entitlements, & SLAs (15-20%)

  Solving the items aligned to this topic, the candidates should have the ability to create and manage queues and entitlements, differentiate queue types, create and manage SLAs, assign an entitlement to a case, manage cases with SLAs, use SLAs on-demand, as well as define and create SLAs.

• Implement Omnichannel for a Customer Service (30-35%)

  For this broad domain, you need to be able to manage channels, implement Power Virtual Agents, configure the agent and supervisor experience, distribute work, manage channels, and deploy Omnichannel for Customer Service. These areas include your ability to manage queues, configure channels and work streams, as well as escalate conversations to a live agent.

• Implement Scheduling (10-15%)

  This knowledge area is about the management of resources and services. To answer the questions from this section, you need to have the skills in configuring work hours, business closures, equipment, and facilities. Also, you need to be able to develop schedule boards and schedule service activities.

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Microsoft MB-230日本語 Exam Syllabus Topics: