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

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MB-230 Structure

• The cost of such an exam is $165 based on the country, where the exam is proctored.
• Candidates can take 180 minutes to complete the final exam.
• The format of the questions can be multiple-choice, drag and drop, build lists, active screen, etc.
• The number of questions ranges from 40 to 60.
• It is delivered in English.

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

PDF version, Soft version, APP version

MB-230日本語 certification training materials have three different formats with same questions and answers. Users can choose the suited version as you like. PDF version of MB-230日本語 training materials is familiar by most learners. You can read it on any device or print out as paper files. If you like studying and noting on paper, PDF version of MB-230日本語 study materials: Microsoft Dynamics 365 Customer Service Functional Consultant (MB-230日本語版) is the right option for you. Soft version & APP version have similar functions such as simulating the real exam scene. The difference is that soft version of MB-230日本語 certification training is only used on windows & Java system, the app version is available for all devices. You can use both of them without any use limitation of time, place or the number of times.

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

Configure processes

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

Create and configure customer service visualizations

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

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

Create and manage cases

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

Create and manage the knowledge base

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

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

Create and manage queues

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

Create and manage entitlements

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

Create and manage SLAs

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

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

Create surveys

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

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

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

Personalized services

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Microsoft MB-230日本語 Exam Syllabus Topics: