Our MB-230 test engine are ultimately necessary to pass MB-230 exam
Passing the MB-230 test is not as simple as just practicing course books. There are numerous tricky questions that can lead to failure. At killexams.com, they have expertly addressed this challenge by gathering MB-230 Practice Questions and consistently updating MB-230 Free test PDF. Candidates can download and memorize these valuable materials before attempting the genuine MB-230 exam, ensuring they are thoroughly prepared for success. Visit us at killexams.com to elevate your test preparation today!

To thoroughly master the concepts, syllabus, and objectives of MB-230 courses, relying solely on the coursebook is insufficient. Engaging with intricate scenarios and questions likely to appear on the MB-230 test is essential. Visit killexams.com to access free trial questions in PDF format. They are confident that their Microsoft Dynamics 365 for Customer Service practice exams will exceed your expectations. By registering, you can unlock the full version of the MB-230 actual test at an exceptionally attractive discount, marking your first step toward excelling in the Microsoft Dynamics 365 for Customer Service exam. Enhance your preparation by downloading the MB-230 VCE test simulator to your computer, memorizing the MB-230 MCQs, and regularly practicing with the simulator. When you feel fully prepared, register at an examination center to take the MB-230 test with confidence.

Tackling the Microsoft MB-230 test is a challenging endeavor that cannot be achieved by merely studying the coursebook or relying on free real questions resources online. The genuine MB-230 test features complex questions that can challenge even the most diligent candidates, potentially leading to failure. Killexams.com addresses this by providing authentic MB-230 actual test practice exams and VCE test simulator files. Begin by downloading 100% free MB-230 real questions to evaluate the quality before committing to the full version of MB-230 Actual Questions. They are confident that their MB-230 Latest Topics will prove valuable and effective for your preparation.

While numerous Mock Exam providers exist online, many offer outdated MB-230 Latest Topics. To secure a trustworthy and reputable MB-230 Latest Topics provider, killexams.com is the optimal choice. Avoid wasting time and resources on unreliable materials. download 100% free MB-230 real questions to explore trial questions. If satisfied, register for three months of access to the latest and valid MB-230 MCQs, featuring real test questions and answers. Additionally, acquire the MB-230 VCE test simulator to elevate your training, ensuring you are fully equipped to succeed.

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 test questions will be replaced with Forms Pro skills and questions. Please prepare for your test 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