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 PL-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

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