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Topics of MB-230: Microsoft Dynamics 365 Customer Service Exam
Candidates must know the exam topics before they start of preparation. because it will really help them in hitting the core. Our Microsoft MB-230 exam dumps will include the following topics:
1. Perform configuration (25-30%)
Configure Service Management settings
- Configure categories and subjects
- Configure user work hours
- Configure cases
- Create routing rules
- Configure holiday schedule
- Configure queues
- Configure customer service schedule
- Configure goal management components
- Configure services
- Configure customer service security roles
- Describe process of record creation and update rules
Configure processes
- Implement business process flows from Microsoft AppSource
- Configure custom business process flows
Create and configure customer service visualizations
- Design and create customer service charts
- Configure customer service dashboards
- Configure customer service content pack for Power BI
- Execute and analyze customer service reports
2. Manage cases and the knowledge base (30-35%)
Create and manage cases
- Configure status reason transitions
- Manage case list
- Create and search for case records
- Implement case routing rules
- Merge cases
- Perform case resolution
- Convert activities to cases
- Implement parent/child cases
Create and manage the knowledge base
- Create and manage knowledge base article lifecycle
- Use the knowledge base to resolve cases
- Configure entities for knowledge management
- Create and manage knowledge base articles
- Search for articles
- Link an article with a case
3. Manage queues, entitlements, and SLAs (25-30%)
Create and manage queues
- Add cases and activities to queues
- Configure entities for queues
- Implement case routing
- Configure record creation and update rules
- Configure queue email settings
- Differentiate queue types
Create and manage entitlements
- Activate and deactivate entitlements
- Renew or cancel an entitlement
- Assign an entitlement to a case
- Define and create entitlements
- Manage entitlement templates
Create and manage SLAs
- Define and create SLAs
- Manage cases with SLAs
- Implement actions and details
- Determine SLA conditions
- Create and manage SLA items
- Use SLAs on-demand
4. Configure voice of the customer (15-20%)
Create surveys
- Add pages to a survey and personalize data
- Identify respondent types
- Configure survey scoring
- Configure response routing
- Identify survey question types
- Create a theme and upload images
- Add survey questions
- 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
- Determine report types
- Summarize survey results
- Implement workflow conditional logic for survey actions
- Create business actions based upon survey responses
Reference: https://www.microsoft.com/en-us/learning/exam-mb-230.aspx
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To stand a chance of passing any IT certification exam, the candidates must be well conversant with its topics. For the Microsoft MB-230 test, the domains are mentioned below:
- Manage Cases & Knowledge Management (20-25%)
The first subject area of the exam is about creating and managing cases, implementing the knowledge management, as well as configuring and automating cases. This means that you need to be able to configure cases and merge them, implement Advanced Similarity rules, and configure Status Reason transitions.
- Manage Queues, Entitlements, & SLAs (15-20%)
Solving the items aligned to this topic, the candidates should have the ability to create and manage queues and entitlements, differentiate queue types, create and manage SLAs, assign an entitlement to a case, manage cases with SLAs, use SLAs on-demand, as well as define and create SLAs.
- Manage Analytics (10-15%)
The last objective that you need to deal with is all about the configuration of Customer Service Insights and creation of visualizations. The learners need to understand how to manage workspaces, design charts, and connect to Customer Service Insights.
- Implement Scheduling (10-15%)
This knowledge area is about the management of resources and services. To answer the questions from this section, you need to have the skills in configuring work hours, business closures, equipment, and facilities. Also, you need to be able to develop schedule boards and schedule service activities.
- Implement Omnichannel for a Customer Service (30-35%)
For this broad domain, you need to be able to manage channels, implement Power Virtual Agents, configure the agent and supervisor experience, distribute work, manage channels, and deploy Omnichannel for Customer Service. These areas include your ability to manage queues, configure channels and work streams, as well as escalate conversations to a live agent.
The Microsoft Dynamics 365 Customer Service exam MB-230 by code is designed to test one's knowledge of the implementation of omnichannel solutions focused on service, quality, reliability, efficiency, and customer satisfaction.
The Microsoft MB-230 exam, which is also known as Microsoft Dynamics 365 Customer Service, is one of the prerequisite tests for earning the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification. It is required that you pass it along with Microsoft PL-200 in order to get certified.
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Microsoft MB-230日本語 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Manage cases and knowledge | - Knowledge management
|
| Implement omnichannel for customer service | - Omnichannel setup
|
| Analyze and improve customer service insights | - Reporting and dashboards
|
| Manage service level agreements (SLAs) and entitlements | - Entitlements
|
| Configure Dynamics 365 Customer Service | - Manage cases and queues
|
Microsoft Dynamics 365 Customer Service Functional Consultant (MB-230日本語版) Sample Questions:
エージェント用の新しいエージェント スクリプトを作成する必要があります。
順番に実行することが推奨される 5 つのアクションはどれですか? 回答するには、アクション リストから適切なアクションを回答領域に移動し、正しい順序で並べます。
Correct Answer:
Explanation:
各セットアップごとに、どの設定を構成する必要があるかを選択する必要があります。
どの設定を選択する必要がありますか? 回答するには、回答領域で適切なオプションを選択してください。
注意: 正しい選択ごとに 1 ポイントが付与されます。
Correct Answer:
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-workstreams
https://docs.microsoft.com/en-us/dynamics365/customer-service/enable-skill-routing-create-rating-model
Topic 2, Humongous Insurance
Case Study
This is a case study. Case studies are not timed separately. You can use as much exam time as you would like to complete each case. However, there may be additional case studies and sections on this exam. You must manage your time to ensure that you are able to complete all questions included on this exam in the time provided.
To answer the questions included in a case study, you will need to reference information that is provided in the case study. Case studies might contain exhibits and other resources that provide more information about the scenario that is described in the case study. Each question is independent of the other questions in this case study.
At the end of this case study, a review screen will appear. This screen allows you to review your answers and to make changes before you move to the next section of the exam. After you begin a new section, you cannot return to this section.
To start the case study
To display the first question in this case study, click the Next button. Use the buttons in the left pane to explore the content of the case study before you answer the questions. Clicking these buttons displays information such as business requirements, existing environment, and problem statements. If the case study has an All Information tab, note that the information displayed is identical to the information displayed on the subsequent tabs. When you are ready to answer a question, click the Question button to return to the question.
Background
Humongous Insurance is contracted to process all insurance claims for a health facility that accepts the following types of health insurance:
* Health maintenance organization (HMO)
* Preferred-provider organization (PPO)
* Gold
Cases are classified as new claims, claim disputes, and follow-ups. Each insured person is entitled to open 25 new cases each calendar year.
Support representatives specialize by and process claims by insurance type.
Humongous Insurance currently accepts claims only by telephone. The call center is open from 06:00 GMT to
24:00 GMT daily. Call center staff work one of the following shifts: 06:00 GMT to 12:00 GMT, 12:00 GMT to 18:00 GMT, and 18:00 GMT to 24:00 GMT.
When a case is received by email, a staff member categorizes the case as email and closes the case immediately.
Current environment
* Humongous Insurance has three departments to handle claim types: HMO, PPO, and Gold.
* The company uses handwritten forms to send claims information to the correct department.
* Each department maintains a workbook to record calls received.
Requirements. Support desk
* Configure the system to track the number of insurance claims filed each year.
* Categorize claims by type as they are opened.
* Configure the system to track staff responsiveness to service-level agreements (SLAs).
* Ensure that business hours reflect the hours that support staff are scheduled.
Requirements. Case handling
* All new cases must be automatically placed into a queue based on insurance type after the type is selected.
* All insurance types need to be automatically moved to the proper queue when the subject is picked.
* All cases must be created and closed immediately when received.
* The status reason must be set to Email Sent or Phone Call.
* Information must be restricted by insurance and phone call type.
* Managers must be alerted when customers reach their limit of 25 cases for the year.
* Changes to cases must not be counted against entitlements until the case is closed.
Requirements. Disputes
* Claim disputes must be categorized as low priority.
* The status for all disputed cases must be set to Review by a Manager before a disputed case may be closed.
Requirements. Knowledge base
* A knowledge base must be used as a repository for all answers.
* Representatives must be able to search the knowledge base when opening a new case for similar claims.
* Representatives must be able to search across all entities at all times.
* Searches must check any field in the entity for matches in a single search.
* Searches must return results in a single list and sort the list so that the most relevant results appear at the top of the list.
* Representatives must be able to link the knowledge base to cases when applicable.
* Representatives must create a new knowledge base article if an answer is not found in the existing knowledge base.
* Representatives must be able to use SQL-like syntax to search the knowledge base.
Requirements. Service-level agreements
When a customer calls to open a claim, the company must respond to the caller within the following time frames:
Requirements. Alerts
* Cases must be flagged when they are past the SLA threshold.
* An email alert must be sent to the manager to indicate an SLA noncompliance.
* An email alert must be sent to representatives for SLA violations as follows: HMO 2 hours prior and PPO 1 hour prior.
* Send an email alert to support managers when disputes are ready to be closed.
* Send an email alert to customers when cases are closed.
Requirements. Issues
* The current process is all manual and not efficient.
* There is no easy way to determine whether the company is meeting its SLAs.
* Representatives are often inconsistent regarding how they handle customers and answer customer questions.
* There is no accountability for any of the representatives who take calls.
ある企業がDynamics 365 Customer Serviceを使用しています。社内の各部門は、Dataverseのネイティブ機能を使用して個別にグループ化されています。
当社では、カスタマーサポートエージェントという新しいセキュリティロールを必要としています。この新しいロールに割り当てられたユーザーは、以下の操作を実行できる必要があります。
* 同じ部署内の事例のみを表示します。
* 同じユーザーが所有するケースのみを更新します。
* 事件のタイムラインを使用してメモを追加する機能をサポートする。
最小権限の原則は、常に遵守されなければならない。
役割を作成すると、スクリーンショットに示されているように、割り当て可能な権限のリストを確認できます。
ドロップダウンメニューを使用して、図に示された情報に基づいて各質問に対する回答を選択してください。
注：正解ごとに1ポイントが加算されます。
Correct Answer:
Explanation:
クライアントはケース解決プロセスを実装する予定です。
ケース解決フォームではどのフィールド タイプが使用されますか? 回答するには、回答領域で適切なオプションを選択します。
注意: 正しい選択ごとに 1 ポイントが付与されます。
Correct Answer:
Explanation:
キューを構成する必要があります。
どの構成を使用すればよいですか? 回答するには、回答領域で適切なオプションを選択してください。
注意: 正しい選択ごとに 1 ポイントが付与されます。
Correct Answer:
Explanation:
Box 1: Record Creation and Update rule
Reduce the need for manually creating cases from incoming emails and increase the efficiency of customer service agents by creating automatic case creation rules in Dynamics 365 Customer Service.
Box 2: Routing Rule
Unified routing is an intelligent, scalable, and enterprise-grade routing and assignment capability that can direct the incoming work item to the best-suited queue and agent by adhering to work item requirements and matching them with the agent's capabilities.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/automatically-create-case-from-email
https://docs.microsoft.com/en-us/dynamics365/customer-service/overview-unified-routing
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