| Exam Code | MB-230 |
| Questions and Answers | 142 |
| Premium Access | Yes |
| Online Test Engine | Yes |
| Comprehensive Q&A | Yes |
| Success Rate | 98% |
| Real Questions | Yes |
| Updated Regularly | Yes |
| Portable Files | ✔ |
| Unlimited Download | ✔ |
| 100% Secured | ✔ |
| Confidentiality | 100% |
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| Any Hidden Cost | $0.00 |
| Auto Recharge | No |
| Updates Intimation | by Email |
| Technical Support | Free |
| PDF Compatibility | Windows, Android, iOS, Linux |
| Test Engine Compatibility | Mac/Windows/Android/iOS/Linux |
| Sample Questions |  |
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The Microsoft Dynamics 365 for Customer Service exam questions and answers on Pass4surez.in are regularly verified and updated to ensure they reflect the latest syllabus and topics covered in the real test. The certification exams and entry test exams from pass4surez.com make you familiar with the test environment. The goal is to enhance your knowledge of the MB-230 exam and enable you to pass it on your first attempt.
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CERTIFICATION EXAM PREMIUM PDF
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Candidates design and implement service management visualizations and reports provided by and in collaboration with the Solution Architect. Candidates collaborate with the Dynamics 365 administrator to implement and upgrade Power platform components, including knowledge base and Forms Pro.
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.
Perform configuration (25-30%)
Configure Service Management settings
May include but not limited to:
• 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
May include but not limited to:
• configure custom business process flows
• implement business process flows from Microsoft AppSource
Create and configure customer service visualizations
May include but not limited to:
• 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
May include but not limited to:
• 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
May include but not limited to:
• 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
May include but not limited to:
• 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
May include but not limited to:
• 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
May include but not limited to:
• 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 April 2020, Voice of the Customer skills and exam questions will be replaced with Forms Pro skills and questions. Please prepare for your exam accordingly.
Create surveys
May include but not limited to:
• 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 unsubscription options
Preview, test, and publish surveys
May include but not limited to:
• distribute survey link using email
• embed a survey in a web page
• clone, import, and translate surveys
Manage survey responses
May include but not limited to:
• summarize survey results
• determine report types
• implement workflow conditional logic for survey actions
• create business actions based upon survey responses
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The MB-230 PDF practice test and exam questions and answers can be accessed on any device, including iPhone, iPad, Android, and Windows. You can download the PDF to your computer or any other device and start studying. Additionally, you can download and install the VCE Exam Simulator for further practice. The MB-230 PDF is printable in high quality, allowing you to take it with you on vacations or while traveling. Your updated MB-230 exam files can be accessed anytime from your online account, and you will receive your login credentials immediately after purchase.
