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Test Number : MB-230
Test Name : Microsoft Dynamics 365 for Customer Service
Vendor Name : Microsoft
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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



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