Microsoft Dynamics 365 for Customer Service (MB-230) Practice Exam

 

Microsoft Dynamics 365 for Customer Service (MB-230) is for individuals who are functional consultants having expertise in customer service. The role involves implementing solutions that prioritize:

Candidates are tasked with designing and executing service management processes and automation, working closely with solution architects and developers. Additionally, they collaborate with customer engagement administrators to deploy and enhance customer service elements, such as:

Candidates must have a practical understanding of customer service, encompassing a thorough grasp of various elements such as cases, knowledge management, queues, entitlements, resource scheduling, service-level agreements (SLAs), AI insights, visualizations, connected services, Microsoft Power Virtual Agents, Customer Service applications, Customer Voice, basic and unified routing, and Omnichannel for Customer Service.

 

In the role of a functional consultant, the candidate's expertise should extend to:

The Microsoft MB-230 Exam covers the given topics  - 

1. Managing cases, Knowledge Management, and feedback (40–45%)

Creating and managing cases

• Create and manage cases, including using Copilot to assist with management

• Performing case resolution, including managing case resolution activities

• Managing related cases, including parent/child cases and merging cases

Defining and configuring foundational Customer Service components

• Implement Advanced Similarity rules

• Implementing record creation and update rules

• Configure and modify the Case Resolution dialog

• Configuring business process flows

• Configure and manage security roles and personas

• Configure enhanced case forms and views

• Configuring the records displayed in the case timeline

• Configure connectors with the timeline

• Configuring the timeline and cards on custom forms

• Enable AI suggestions for similar cases

Creating and administering Knowledge Management

• Configure internal Knowledge Search capabilities

• Configuring tables for Knowledge Management

• Translate Knowledge articles

• Integrate and search external Knowledge sources

• Enabling AI-suggested descriptions and keywords

Capturing customer feedback by using Customer Voice

• Trigger distribution of a survey

• Personalizing a survey

• Populate survey results against cases and conversations

Manage collaboration

• Configure Microsoft Teams chat

• Configure Join a Teams call for specific users

• Configure suggested contacts in Microsoft Teams, including by using AI and rules-based suggestions

• Configure Teams collaboration experience

Managing Copilot features

• Plan and configure Copilot in Customer Service for agents

• Enable Ask a Question in Copilot in Customer Service, including filtering content

• Configure case and conversation summaries in Copilot in Customer Service

Creating and managing SLAs for cases

• Configure SLA settings

• Implement actions by using Power Automate

• Apply SLAs

• Create and manage SLA items including key performance indicators (KPIs), warning actions, success actions, and applicability

• Configure a timer control on a form

• Create SLA KPIs

2. Implementing scheduling and routing (10–15%)

Configuring service scheduling

• Configure resource categories and characteristics

• Defining services

• Configuring fulfillment preferences

Configuring routing

• Configure work classification and assignments, including rules

• Configuring Routing Rulesets

• Configuring skills-based routing and Skills Finder

• Configure queues

• Implement Basic Case Routing rules

3. Implementing Dynamics 365 Contact Center (20–25%)

Deploying Contact Center

• Configure workstreams

• Configure user settings

• Manage capacity profiles

Managing channels

• Configure a chat widget

• Configure proactive chat

• Configure the voice channel for Azure Communication Services

• Configure the chat channel

• Configure the record-based channel

• Configure digital channels

Configuring agent productivity features

• Configure agent scripts, including slugs

• Creating macros

• Enable Smart Assist

Configuring agent workspaces

• Configure notification templates

• Configure session templates

• Creating agent experience profiles

• Configure the Agent Inbox, including creating custom views

• Configuring application tab templates

4. Extending Customer Service by using Microsoft Power Platform (15–20%)

Configuring model-driven apps for Customer Service

• Create and configure forms

• Create and configure views

• Configure model-driven app components

• Create and configure columns

• Configure alerts and in-app notifications

Creating custom apps for Customer Service

• Create task-specific canvas apps and custom pages

• Configure Microsoft Power Pages websites by using the customer self-service template

Implement Copilot Studio agents for Customer Service scenarios

• Integrate agents with Customer Service

• Create and manage agents, including agents for chat and voice

• Implement a Copilot Studio agent as a post-call survey