Exam MB-230 Microsoft Dynamics 365 for Customer Service Update version October 7, 2020

Exam MB-230: Microsoft Dynamics 365 Customer Service
The content of this exam was updated on October 2, 2020. Please download the skills measured document below to see what changed.

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

Related exams: 1 related exam
Exam MB-230: Microsoft Dynamics 365 Customer Service
Languages: English
Retirement date: none
This exam measures your ability to accomplish the following technical tasks: manage cases and Knowledge Management; manage queues, entitlements, and service-level agreements; implement scheduling; implement Omnichannel for Customer Service; and manage analytics.

Skills measured
The content of this exam was updated on October 2, 2020. Please download the exam skills outline below to see what changed.
Manage cases and Knowledge Management (20-25%)
Manage queues, entitlements, and service-level agreements (SLAs) (15-20%)
Implement scheduling (10-15%)
Implement Omnichannel for Customer Service (30-35%)
Manage analytics (10-15%)

Audience Profile
A Microsoft 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: 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.

Skills Measured
NOTE: The bullets that appear below each of the skills measured are intended to illustrate how we are assessing that skill. This list is not definitive or exhaustive.
NOTE: In most cases, exams do NOT cover preview features, and some features will only be added to an exam when they are GA (General Availability).

Manage cases and Knowledge Management (20-25%)
Create and manage cases
 configure cases
 manage case lists
 create and search for case records
 convert activities to cases
 perform case resolution
 implement parent/child cases
 merge cases
 set autonumbering for customer service entities

Configure and automate cases
 implement Advanced Similarity rules
 implement record creation and update rules
 implement case routing rules
 customize the Case Resolution form
 configure Status Reason transitions
 configure business process flows
 capture customer feedback by using Customer Voice

Implement Knowledge Management
 configure the Knowledge Search control
 link an article with a case
 use Knowledge Management to resolve cases
 manage the Knowledge Management article lifecycle
 manage Knowledge management articles
 configure entities for Knowledge Management
 manage Knowledge article templates
 implement Knowledge Search
 enable Relevance Search
 configure categories and subjects
 convert cases to knowledge articles

Manage queues, entitlements, and service-level agreements (SLAs) (15-20%)
Create and manage queues
 describe use cases for each queue type
 configure queues
 add cases and activities to queues
 configure entities for queues
 perform queue operations

Create and manage entitlements
 configure entitlements
 define and create entitlements
 manage entitlement templates
 activate and deactivate entitlements
 renew or cancel an entitlement

Create and manage SLAs
 define and create service-level agreements (SLAs)
 configure SLA settings
 configure a holiday schedule
 configure a customer service schedule
 implement actions by using Power Automate
 manage cases that are associated with SLAs
 manually apply an SLA
 create and manage SLA items

Implement scheduling (10-15%)
Manage resources
 configure business closures
 configure organizational units
 configure resources
 configure work hours
 configure facilities and equipment

Manage services
 define services
 schedule a service activity
 configure fulfillment preferences
 create a schedule board
 schedule a service activity by using the schedule board

Implement Omnichannel for Customer Service (30-35%)
Deploy Omnichannel for Customer Service
 provision Omnichannel for Customer Service
 define user settings
 configure application setting
 manage queues
 configure skills-based routing

Implement Power Virtual Agents
 describe Power Virtual Agents components and concepts
 integrate Power Virtual Agents with Dynamics 365 Customer Service
 escalate conversations to a live agent

Manage channels
 describe use cases for the Channel Integration Framework
 configure channels
 enable the chat widget on websites
 configure pre-chat surveys
 configure proactive chat
 configure Secure Message Service (SMS)

Distribute work
 describe difference between entity routing and channel routing
 configure work streams
 configure entity routing
 configure routing values
 implement context variables

Configure the agent experience
 create macros
 define agent scripts
 configure Quick Responses
 configure sessions and applications
 configure notifications

Configure the supervisor experience
 configure Omnichannel Insights dashboard
 configure intraday insights
 customize KPIs for intraday insights
 enable sentiment analysis

Manage analytics (10-15%)
Configure Customer Service Insights
 describe capabilities and use cases for Customer Service Insights dashboards
 connect to Customer Service Insights
 manage workspaces

Create and configure visualizations
 configure interactive dashboards
 design and create charts
 design reports by using the Design wizard

The exam guide below is the previous guide and the change log is below. The new exam guide above went into effect on October 7, 2020.

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Skills Measured
NOTE: The bullets that appear below each of the skills measured are intended to illustrate how we are assessing that skill. This list is not definitive or exhaustive.
NOTE: In most cases, exams do NOT cover preview features, and some features will only be added to an exam when they are GA (General Availability).

Perform configuration (25-30%)
Configure Service Management settings
 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 timelines
 configure Customer Service Insights
 configure Omnichannel chat and SMS
 configure service scheduling

Configure processes
 configure custom business process flows
 implement business process flows from Microsoft AppSource
 configure Connected Customer Services

Create and configure customer service visualizations
 configure customer service content pack for Power BI
 configure customer service dashboards
 design and create customer service charts
 execute and analyze customer service reports
 configure enhanced customer service admin settings by using Service Management

Manage cases and the knowledge base (30-35%)
Create and manage cases
 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
 implement advanced similarity rules
 customize the case resolution form

Create and manage the knowledge base
 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
 enable and manage relevance search

Manage queues, entitlements, and SLAs (25-30%)
Create and manage queues
 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
 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
 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 Forms Pro (15-20%)
Create surveys
 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
 distribute survey link using email
 embed a survey in a web page
 clone, import, and translate surveys

Manage survey responses
 summarize survey results
 determine report types
 implement workflow conditional logic for survey actions
 create business actions based upon survey responses

QUESTION 1
You use Dynamics 365 for Customer Service.
You need to create business process flows.
Which three entities can you use? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.

A. Goal
B. Case
C. Letter
D. Social activity
E. Rollup queries

Correct Answer: BCD

QUESTION 2
You are configuring a single business process flow in Dynamics 365 for Customer Service.
You need to design the business process flow.
What should you do?

A. Merge peer branches to a single stage when merging branches.
B. Span the process across 10 unique entities.
C. Combine multiple conditions in a rule by using both the AND and OR operators.
D. Use 40 steps per stage.

Correct Answer: A

QUESTION 3
You are a customer service manager for a company using Dynamics 365 for Customer Service.
You need to set up queues to manage support. You assign a team to each queue.
What type of queue should you configure?

A. Personal
B. Private
C. Business unit
D. Public

Correct Answer: B

QUESTION 4
A customer has three cases in process and two cases for the current calendar year.
You need to determine how many cases the customer has left on their entitlement.
How many cases are left?

A. 20
B. 22
C. 23
D. 25

Correct Answer: C

QUESTION 5
You are a Dynamics 365 Customer Service administrator.
You are configuring a case dashboard.
You need to filter the dashboard to show only escalated cases and cases that are marked as Request.
Which filter should you use?

A. Timeframe
B. Priority
C. Global
D. Visual

Correct Answer: C