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

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Exam MB-230: Microsoft Dynamics 365 Customer Service

A Dynamics 365 Customer Service Functional Consultant is responsible for implementing omnichannel solutions that focus upon service, quality, reliability, efficiency, and customer satisfaction.

A Dynamics 365 Customer Service Functional Consultant implements and designs service management visualizations and reports provided by and in collaboration with the solution architect. The Functional Consultant collaborates with the customer engagement administrator to implement and upgrade Power Platform components, including knowledge management, customer feedback, and connected services.

A Dynamics 365 Customer Service Functional Consultant must have strong applied knowledge of customer service, including: understanding industry terminology, priorities, standards, methodologies, customer service operations, and best practices. The Functional Consultant with customer service expertise must have strong applied knowledge of meeting user needs through Dynamics 365 customer service, including in-depth understanding of cases, knowledge management, queues, entitlements, resource scheduling, Service Level Agreements (SLAs), visualizations, connected services, Customer Service Insights, Power Virtual Agents, and Omnichannel for Customer Service. The Functional Consultant's knowledge 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.

Part of the requirements for: Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate

Download exam skills outline

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

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

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

Create and manage cases

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

Create and manage the knowledge base

• Configure entities for knowledge management
• Create and manage knowledge base articles
• Create and manage knowledge base article lifecycle
• Search for articles
• 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 record creation and update rules
• Configure entities for queues
• Differentiate queue types
• Add cases and activities to queues
• Implement case routing
• Configure queue email settings

Create and manage entitlements

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

Create and manage SLAs

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

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

Create surveys

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

Preview, test, and publish surveys

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

Manage survey responses

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

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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:

• 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.

• 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.

• 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 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 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.

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

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