 Microsoft MB-230 : Microsoft Dynamics 365 for Customer Service Exam DumpsExam Dumps Organized by Richard |
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Exam Number : MB-230
Exam Name : Microsoft Dynamics 365 for Customer Service
Vendor Name : Microsoft
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MB-230 Exam Format | MB-230 Course Contents | MB-230 Course Outline | MB-230 Exam Syllabus | MB-230 Exam Objectives
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 exam questions will be replaced with Forms Pro skills and questions. Please prepare for your exam 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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Microsoft Customer study tips
ChurnZero, ESG, and SaaStr launch 2023 Customer Success Leadership StudyFourth annual survey of Customer Success leaders worldwide will uncover the latest priorities, metrics, opportunities, and responses to economic headwinds. WASHINGTON, May 24, 2023 /PRNewswire/ -- ChurnZero, the platform and partner for Customer Success, has launched its survey for the 2023 Customer Success Leadership Study, the definitive annual study of Customer Success (CS) teams and their objectives, challenges, and opportunities. Based on a sophisticated survey of CS leaders' experiences, perspectives, and goals, the study is recognized as the most in-depth picture of the latest trends and developments in the field. Now in its fourth year, 2023's study is presented by ChurnZero, Customer Success as a Service experts ESG, and SaaStr, the world's largest community of SaaS executives, founders, and entrepreneurs. 2023’s Customer Success Leadership Study will include in-depth analysis of how CS teams are responding to economic headwinds, and adopting new AI technology to address the challenges of efficiency and scale with limited resources. Customer Success leaders are invited to join the survey now, through June 13. Participants will receive an advance copy of the study prior to its release this fall. 2023's study will include in-depth analysis of how CS teams are responding to 2023's economic headwinds, as well as the adoption of new AI technology to address the challenges of efficiency and scale with limited resources. Last year's study, which surveyed more than 1,000 CS leaders, revealed that CS teams are gaining more influence and responsibility through revenue ownership, reporting structures, and team budgets, yet often lack the operational investment to maximize retention, upsell, expansion, and efficiency. "As revenue drivers and engines of retention, Customer Success teams are at the forefront of the SaaS industry's response to the economic conditions of 2023," says Alli Tiscornia, chief customer officer, ChurnZero. "We expect this year's Customer Success Leadership Study to shine a light on these teams' unique challenges and how CS leaders are building new best practices, adopting new technology, and innovating strategically to address them." Story continues Take part in the 2023 Customer Success Leadership Study, presented by ChurnZero, ESG, and SaaStr. About ChurnZero ChurnZero is the platform and partner for Customer Success, dedicated to helping subscription businesses grow and succeed at scale. ChurnZero's automation, in-app communication, health scoring, actionable reporting, revenue forecasting, and Customer Success AI™ help Customer Success teams work efficiently, deliver greater customer value, and drive more revenue. The ChurnZero team prides itself on being a top-rated partner, consultant, and coach to Customer Success teams worldwide who use ChurnZero to increase and scale their impact. Founded in 2015, ChurnZero is a remote-first company with headquarters in Washington, D.C., and an office in Amsterdam. ContactChris Pilbeampr@churnzero.com ChurnZero (PRNewsfoto/ChurnZero) Cision View original content to download multimedia:https://www.prnewswire.com/news-releases/churnzero-esg-and-saastr-launch-2023-customer-success-leadership-study-301832791.html SOURCE ChurnZero Firms Now Focused On Driving Value From Their Customer Data, Study Finds
Businesses are lining up to get more value of their data, judging by a new study by Tamr, Inc., conducted by Propeller Insights. Of the companies polled, 78% are now focused on improving customer data quality and breaking down data silos. They also seek to get more value out of … ChurnZero, ESG, and SaaStr launch 2023 Customer Success Leadership StudyFourth annual survey of Customer Success leaders worldwide will uncover the latest priorities, metrics, opportunities, and responses to economic headwinds. WASHINGTON, May 24, 2023 /PRNewswire/ -- ChurnZero, the platform and partner for Customer Success, has launched its survey for the 2023 Customer Success Leadership Study, the definitive annual study of Customer Success (CS) teams and their objectives, challenges, and opportunities. Based on a sophisticated survey of CS leaders' experiences, perspectives, and goals, the study is recognized as the most in-depth picture of the latest trends and developments in the field. Now in its fourth year, 2023's study is presented by ChurnZero, Customer Success as a Service experts ESG, and SaaStr, the world's largest community of SaaS executives, founders, and entrepreneurs. Customer Success leaders are invited to join the survey now, through June 13. Participants will receive an advance copy of the study prior to its release this fall. 2023's study will include in-depth analysis of how CS teams are responding to 2023's economic headwinds, as well as the adoption of new AI technology to address the challenges of efficiency and scale with limited resources. Last year's study, which surveyed more than 1,000 CS leaders, revealed that CS teams are gaining more influence and responsibility through revenue ownership, reporting structures, and team budgets, yet often lack the operational investment to maximize retention, upsell, expansion, and efficiency. "As revenue drivers and engines of retention, Customer Success teams are at the forefront of the SaaS industry's response to the economic conditions of 2023," says Alli Tiscornia, chief customer officer, ChurnZero. "We expect this year's Customer Success Leadership Study to shine a light on these teams' unique challenges and how CS leaders are building new best practices, adopting new technology, and innovating strategically to address them." Take part in the 2023 Customer Success Leadership Study, presented by ChurnZero, ESG, and SaaStr. About ChurnZero ChurnZero is the platform and partner for Customer Success, dedicated to helping subscription businesses grow and succeed at scale. ChurnZero's automation, in-app communication, health scoring, actionable reporting, revenue forecasting, and Customer Success AI™ help Customer Success teams work efficiently, deliver greater customer value, and drive more revenue. The ChurnZero team prides itself on being a top-rated partner, consultant, and coach to Customer Success teams worldwide who use ChurnZero to increase and scale their impact. Founded in 2015, ChurnZero is a remote-first company with headquarters in Washington, D.C., and an office in Amsterdam. ContactChris Pilbeam pr@churnzero.com View original content to download multimedia:https://www.prnewswire.com/news-releases/churnzero-esg-and-saastr-launch-2023-customer-success-leadership-study-301832791.htmlSOURCE ChurnZero © 2023 Benzinga.com. Benzinga does not provide investment advice. All rights reserved. |
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