How to Register For Exam MB-230: Microsoft Dynamics 365 Customer Service?
Reference: https://www.microsoft.com/en-us/learning/exam-mb-230.aspx
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Exam MB-230: Microsoft Dynamics 365 Customer Service
A Dynamics 365 Customer Service Functional Consultant is responsible for implementing omnichannel solutions that focus upon service, quality, reliability, efficiency, and customer satisfaction.
A Dynamics 365 Customer Service Functional Consultant implements and designs service management visualizations and reports provided by and in collaboration with the solution architect. The Functional Consultant collaborates with the customer engagement administrator to implement and upgrade Power Platform components, including knowledge management, customer feedback, and connected services.
A Dynamics 365 Customer Service Functional Consultant must have strong applied knowledge of customer service, including: understanding industry terminology, priorities, standards, methodologies, customer service operations, and best practices. The Functional Consultant with customer service expertise must have strong applied knowledge of meeting user needs through Dynamics 365 customer service, including in-depth understanding of cases, knowledge management, queues, entitlements, resource scheduling, Service Level Agreements (SLAs), visualizations, connected services, Customer Service Insights, Power Virtual Agents, and Omnichannel for Customer Service. The Functional Consultant's knowledge 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.
Part of the requirements for: Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate
Good customer service
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Microsoft MB-230 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Manage cases and Knowledge Management | 20% | - Manage Knowledge Management
|
| Topic 2: Implement Connected Customer Service | 10% | - Manage Connected Customer Service scenarios
|
| Topic 3: Implement scheduling | 5% | - Manage resources
|
| Topic 4: Implement multi-session experiences for Customer Service | 20% | - Manage channels
|
| Topic 5: Implement routing | 10% | - Configure unified routing
|
| Topic 6: Manage analytics, visualizations, and insights | 10% | - Configure Customer Service Insights
|
| Topic 7: Implement Microsoft Power Platform | 10% | - Configure Power Automate
|
| Topic 8: Manage entitlements and SLAs | 15% | - Create and manage SLAs
|
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