NEW COURSE

MB-230 Microsoft Dynamics 365 Customer Service

About MB-230 Microsoft Dynamics 365 Customer Service

This course is intended for individuals who plan to take the MB-230 exam. This audience typically includes sales operations managers, customer service managers, service schedulers, administrators, office managers, executives, and consultants who want to demonstrate a foundational understanding of the application functionality. The exam is appropriate for those who are new to Dynamics CRM, yet have a background in the business process as well as Microsoft Office.

Exam MB230: Part of the requirements for: Microsoft Certified: Dynamics 365 for Customer Service Functional Consultant Associate

Related exam: Exam MB-200

Delivery

Instructor-led classroom or online training. Classroom training is hosted at The CRM Team training suite, Allandale Offices, Waterfall Drive, 23 Magwa Cres, Midrand.

Course Content
1. Perform configuration

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 processes

  • configure custom business process flows
  • implement business process flows from Microsoft AppSource

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
2. Manage cases and the knowledge base

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

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
3. Manage queues, entitlements, and SLAs

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
4. Configure Voice of the Customer
Notice of planned skills update: In October, Voice of the Customer skills and exam questions will be replaced with Forms Pro skills and questions. The exact date of that change and the associated changes to the Skills Measured will be communicated in August, 2019. Please prepare for your exam accordingly.

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 subscription 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