Are you preparing for MB-230: Microsoft Dynamics 365 for Customer Service? Do you have any doubt while preparation? No worries! as you have come to the right place. This study guide highlights all the learning resources to qualify the exam. Also, it details the steps that will ensure your success in the exam.
The people taking Exam MB-230: Microsoft Dynamics 365 for Customer Service need to make sure they can set up omnichannel solutions that are all about giving good service, quality, reliability, efficiency, and keeping customers satisfied. These certifications provide you an advantage over your fellow mates by helping you validate your skills. Candidates work together with the Dynamics 365 administrator to put in place and improve Power platform parts, such as the knowledge base and Forms Pro. Before getting into the study guide in detail, let’s start by exploring some learning materials.
Target audience: Microsoft MB-230
This credential is specially for people who are aspiring to become Microsoft Dynamics 365 functional consultants with Customer Service skills.
Recommended knowledge and experience
The following set of knowledge and experience is recommended by Microsoft for the purpose of taking the Microsoft Exam MB-230 –
- Firstly, Candidates should have practical knowledge of satisfying user requirements using Dynamics 365 Customer Service. This includes a deep understanding of cases, knowledge base, queues, entitlements, Service Level Agreements (SLAs), visualizations, and Unified Service Desk.
- Secondly, Candidates should understand industry terminology, priorities, standards, methodologies, customer service operations, and best practices.
- Thirdly, Candidates need to fully understand how the Customer Service application fits into the Dynamics 365 suite of applications. They should also have a basic grasp of the solution’s structure and quality assurance.
Preparation resources for Exam MB-230
When getting ready for a certification or exam, it’s important for a candidate to know where to start. That’s why we’ve put together a list of all the learning materials that will help you succeed in your MB 230 Exam. There are many resources out there, but you should choose them wisely because they will affect how well you prepare and pass the exam. Next, let’s go through the steps you should follow to ace the exam with our MB-230 Study Guide.
Step 1: Review MB-230 Exam Objectives
Firstly, start by reading the Official Guide of Microsoft MB-230 exam. Get to know all the topics and areas the exam will test you on. Then, make sure to spend sufficient time studying each topic and aim to understand them deeply. Think of the official guide as a map for the exam. It includes the following areas:
Manage cases and Knowledge Management (15-20%)
Create and manage cases
- configure cases (Microsoft documentation: Managing cases with Dynamics 365 Customer Service )
- manage case (Microsoft documentation: Managing cases with Dynamics 365 Customer Service )
- create and search for case records (Microsoft documentation: Introduction to Customer Service app )
- convert activities to cases (Microsoft documentation: Add an activity to a case )
- perform case resolution (Microsoft documentation: Configurable case resolution page )
- Manage parent/child cases (Microsoft documentation: Define parent and child case settings )
- merge cases (Microsoft documentation: Merge similar cases )
- set autonumbering for customer service entities
Define and configure foundational Customer Service components
- implement Advanced Similarity rules
- implement record creation and update rules(Microsoft documentation: Automatically create or update records in Customer Service Hub )
- Configure and modify the Case Resolution dialogue
- Configure Status Reason transitions
- configure business process flows (Microsoft documentation: Business process flows overview, Create a business process flow to standardize processes )
- Configure categories and subjects
- Configure document management
- Configure basic and enhanced Teams integration
- Configure security roles
- Describe the Customer Service app interfaces
Create and administer Knowledge Management
- Configure internal Knowledge Search capabilities
- Resolve cases by using Knowledge articles (Microsoft documentation: Convert a case to a Knowledge article )
- manage the Knowledge Management article lifecycle
- Manage Knowledge article content and templates
- Configure tables for Knowledge Management
- Translate Knowledge articles
- Manage Knowledge article feedback
- Integrate and search external Knowledge sources
Capture customer feedback by using Customer Voice
- Create a survey
- Describe survey elements including question types
- Apply formatting and branding to a survey
- Trigger distribution of a survey
- Describe and analyze survey results including Customer Satisfaction Score and Net Promoter Score
Manage entitlements and SLAs (1-5%)
Create and manage entitlements
- Configure and apply entitlements (Microsoft documentation: Create and manage entitlements in Microsoft Dynamics 365 Customer Service )
- Define and create entitlements including products, channels, contacts, allocations, and SLAs
- manage entitlement templates(Microsoft documentation: Use entitlement templates to set up entitlements quickly )
- activate and deactivate entitlements (Microsoft documentation: Activate or deactivate an entitlement )
- renew or cancel an entitlement (Microsoft documentation: Renew an entitlement, Cancel an entitlement )
Create and manage SLAs
- define and create SLAs (Microsoft documentation: Define service-level agreements )
- configure SLA settings (Microsoft documentation: Case SLAs )
- configure a holiday schedule (Microsoft documentation: Create and manage holiday schedules )
- configure a customer service schedule (Microsoft documentation: Create customer service schedule )
- implement actions by using Power Automate (Microsoft documentation: Send a survey 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
- Enable tables for enhanced SLAs
Implement scheduling (10-15%)
Configure service scheduling
- configure business closures (Microsoft documentation: Set when your business is closed (Customer Service app) )
- configure resources
- configure work hours (Microsoft documentation: Set work hours to define availability )
- configure facilities and equipment (Microsoft documentation: Set work hours for a facility or equipment )
- Configure resource categories and characteristics
- Configure resource groups
- Configure sites
- Define services
- Configure fulfillment preferences
Implement schedule boards
- Identify features and uses for Booking Requirements view
- Schedule service activities
- Reassign and reschedule service activities
Manage schedule boards
Implement Universal Resource Scheduling (URS)
- Describe use cases for URS
- Describe the role of resource requirements in scheduling
- Enable scheduling for a table
- Manage the work hours calendar for requirements
Implement multi-session experiences for Customer Service (30–35%)
Deploy Omnichannel for Customer Service
- Configure workstreams
- Implement security roles for omnichannel
- Configure user settings
Manage channels
- Configure a chat widget
- Configure pre-chat surveys
- Configure proactive chat (Microsoft documentation: Configure proactive chat )
- Configure the voice channel
- Configure the chat channel
- Configure the record-based channel
Configure agent productivity tools
- Configure quick replies
- Configure agent scripts (Microsoft documentation: Guide agents with scripts )
- Create macros (Microsoft documentation: Create a macro )
- Enable the productivity pane
Configure agent workspaces
- Configure notifications
- Configure session templates
- Create agent experience profiles
- Configure the Agent Inbox
- Configure application tabs
Configure agent productivity AI capabilities
- Enable AI suggestions for similar cases
- Enable AI-suggested descriptions and keywords
- Enable Smart Assist
- Configure real-time customer sentiment
- Configure AI suggestions for contacts in Microsoft Teams
Manage analytics, visualizations, and insights (10–15%)
Configure Insights
- Configure historical analytics
- Configure topic clustering
- Configure Knowledge search analytics
Create and configure visualizations and reports
- Configure single-stream and multi-stream interactive dashboards
- Design and create customer service charts
- Personalize native Power BI reports
Configure Omnichannel Insights
- Configure the Omnichannel Insights dashboard
- Configure intraday insights
- Customize KPIs for intraday insights
- Enable sentiment analysis
Implement Microsoft Power Platform (5–10%)
Configure model-driven apps
- Create and configure forms
- Create and configure views
- Configure site maps
- Create and configure columns
- Configure Microsoft Excel and Word templates
- Configure alerts and in-app notifications
- Describe Microsoft Dataverse security concepts
- Configure column mappings on table relationships
Create custom apps
- Create task-specific canvas apps and custom pages
- Embed apps in Dynamics 365 Customer Service
- Create Microsoft Power Pages websites
Implement Power Virtual Agents for Customer Service
- Describe Power Virtual Agents components and concepts
- Integrate Power Virtual Agents with Dynamics 365 Customer Service
- Create and manage bots including chat and voice
- Implement Power Virtual Agents as a post-call survey
Implement Connected Customer Service (1–5%)
Describe Connected Customer Service
- Describe IoT components
- Identify use cases for Connected Customer Service
- Describe security roles for Connected Customer Service
Create and manage IoT devices
- Manage IoT devices
- Interact with IoT devices
- Associate devices with customer accounts
- Categorize devices
Implement routing (10–15%)
Configure routing
- Configure work classification and assignments including rules
- Configure user attributes including capacity profiles
- Implement Basic Case Routing rules
- Configure Routing Rulesets
- Describe unified routing options
- Configure skills-based routing and Skills Finder
- Configure diagnostics
Create and manage queues
- Differentiate queue types
- Configure queues
- Add records to queues
- Configure tables for queues
- Perform queue operations including pick, release, remove, and delete operations
Step 2: Know about your learning resources
Passing the exam can be easy if you choose the right set of resources for yourself. Make sure the content is precise and reliable enough. Let us have a look at a handful of them:
Microsoft documentation
Microsoft has its own set of documentation that can be used for preparation. You can access the documentations from the official Microsoft docs site or from the links below. The documentations are the most authentic source in terms of quality and the syllabus authenticity. They can serve as best resource for preparation. Access the Microsoft documentation –
Microsoft learning paths
Learning paths are the official resources mainly the online classes which are made available by Microsoft for the candidates of Exam. Microsoft Learn MB-230 are are made available absolutely free of cost and can help in preparing by developing crystal clear concepts for the exam topics. There are many resources which are made available for preparing for the exam. there are many online sites too that provide with reliable online classes which can serve as a good source. You can access them on the official site or through the links mentioned below –
- Firstly, Work with cases in Dynamics 365 Customer Service
- Secondly, Work with entitlements and service level agreements in Dynamics 365 Customer Service
- Thirdly, Work with Knowledge Management Solutions in Dynamics 365 Customer Service
- Also, Create surveys with Microsoft Forms Pro
Choose the relevant Books
Books are indeed the best valued resource for preparation. They provide great explanation and in depth knowledge about each topic. You can go for e-books as per your convenience. Make sure that book has covered all the necessary points of syllabus and is according to your level of understanding. You can visit the The Microsoft Press Store for choosing books for MB230 exam.
Enroll for Instructor led training
The instructor led training can be the right choice for you if you are inquisitive person and encounter many doubts. These interactive sessions are prepared by world class experts on the subject matter and help you in gaining the required skills in less time. These training are made available by Microsoft and also many educational sites. Microsoft offers the following training for you to achieve this Microsoft Certification MB-230.
Dynamics 365 for customer engagement for customer service
You will gain the following skills from this course:
- Firstly, Install and configure the customer service app
- Secondly, Identify common customer service scenarios
- Thirdly, Complete a case resolution process
- Also, Analyze customer service data
- Then, Automate case management record processing
- Additionally, Create and use knowledge articles
- Lastly, Create and use entitlements and service level agreements
Step 3: Attempt MB-230 Practice Test
The more you practice, the better you’ll do on Exam MB-230. Practicing a lot is important because it helps you improve. Mock tests are really helpful for your preparation. They show you where you need to get better. Working on your weak areas will help you pass the exam. Mock tests are like the real exam, so they help you see how well you’re prepared. Plus, they get you used to the actual exam conditions, so you can practice being accurate and fast. Doing multiple mock tests is important for boosting your confidence. Lets start practising now to qualify the MB-230 exam!
