Skills Measured

MB-230 test assesses the candidates in the following skills areas:

• Managing analytics
• Implementing scheduling
• Knowledge and case management
• Managing entitlements, queues, and service-level agreements (SLAs)
• Omnichannel for customer service

The first topic aims at assessing the learner's knowledge of the creation, management, configuration, and automation of cases. Thus, you will have to know how to monitor case lists, look for case records, merge various cases, transform activities into cases, and set autonumbering. In addition, you will have to execute Advanced Similarity rules, tailor the Case Resolution form, compose Status Reason transitions, and receive feedback by using Customer Voice. What is more, this part also assesses the candidates' ability to implement knowledge management in real-world scenarios. So, candidates need to master such terms as the knowledge search control, relevance search, knowledge article templates, etc.

The key management concerns in the second domain include the queues, entitlements, and SLAs. Under the management of SLAs, the candidate must have profound knowledge of the definition, creation, configuration, implementation, and manual application of SLAs into a system. More so, a clear description of the components that make up the SLA is needed. When it comes to monitoring queues and entitlements, this portion will emphasize the configuration of queues, adding activities to them, accomplishing queue operations, controlling entitlement templates, and cancelling an entitlement.

Within the third tested area, a candidate will be required to learn how to perform tasks such as the configuration of business closures, resources, work hours, equipment, facilities, etc. Besides, applicants will need to learn how to determine and schedule services, arrange fulfillment preferences, and make up a schedule board.

The next segment is concerned with the implementation of omnichannels mainly for customer service. Thus, the candidate should be able to deploy an omnichannel using a set of standards steps from the definition of user settings to configuring skills-based routing. The implementation of Power Virtual Agents is also one of the core parts of this area. Lastly, the candidate should gain hands-on skills in distributing work, and configuring both the agent experience & the supervisor experience. All in all, with such a domain, you'll master such concepts as the Channel Integration Framework, Secure Message Service, pre-chat surveys, context variables, Quick Responses, and Omnichannel Insights.

The last sector aims at assessing the candidate's knowledge in managing analytics. It involves the configuration of customer service insights, which include the description of use cases and capabilities for customer insights. It also extends to the creation and configuration of visualizations with a focus on interactive dashboards, the Design wizard, and the creation of charts.

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Jobs and Annual Income

With such a certificate, you will be able to take industry study roles that will utilize your skills and knowledge of Microsoft Dynamics Let's have a look at the Payscale.com analysis of the possible career prospects for you:

• Senior Programmer Analyst – s/he must have years of experience in coding using various programming languages and must have graduated with a degree from a university in computer science or any related field. Their everyday duty is to oversee a group of programmers who take part in the development and installation of computer systems that support Dynamic 365. In fact, the main role of a Programmer Analyst is to ensure that there is an effective development and maintenance of the software and database applications. The basic salary associated with this job role is about $90k in one year.
• Information Technology (IT) Consultant – these are individuals who work for a variety of organizations. Their main role is to advise the use of technology to meet both the customer or business objectives effectively and effectively. They must also have the skills to analyze and solve several IT problems such as server and desktop issues. One of the key practices as an IT Consultant is to keep yourself updated on the software and hardware updates taking place in the industry. The average basic salary that a specialist can earn is almost $79k per year.
• Sales Operations Analyst – such a specialist focuses on helping the company to drive sales growth through the identification of areas for expansion and improvement. They implement various techniques such as accounting, coordinating sales, and marketing teams to come up with solutions to specific business problems. In most cases, these individuals work in a very high-intensity setup, where they multitask the resources to give solutions to multiple problems. Basically, these are the main tasks performed by Sales Operations Analysts:
  • Assisting sales teams with resources and techniques such as policy execution, data analysis as well as negotiating with managers.
  • Giving ad hoc analysis in order to understand the distributor, quotas, and competitor impact.
  • Cooperating with teams in channeling information to the relevant users of the system.
  • Integrating, compiling, analyzing, and evaluating data on the performance metrics and trends of the products.
  The Payscale research shows that the estimated salary of Sales Operations Analysts is $61,940 annually.

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

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Introduction to MB-230: Microsoft Dynamics 365 Customer Service Exam

Microsoft MB-230 Exam is a certification exam that is conducted by Microsoft to validates candidate knowledge and skills of Managing cases and knowledge base .

Candidate are in charge of designing and implementing service management visualizations and reports provided by and in collaboration with the Solution Architect. This exam checks competency level on topics such as implementation and upgradation Power platform components,managing entitlements and SLA's . After passing this exam, candidates get a certificate from Microsoft that helps them to demonstrate their proficiency in Dynamics 365 Customer Service to their clients and employers.

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

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

Configure processes

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

Create and configure customer service visualizations

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

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

Create and manage cases

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

Create and manage the knowledge base

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

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

Create and manage queues

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

Create and manage entitlements

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

Create and manage SLAs

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

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

Create surveys

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

Preview, test, and publish surveys

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

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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Microsoft MB-230日本語 Exam Syllabus Topics: