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The benefit of obtaining the MB-230: Microsoft Dynamics 365 Customer Service Exam Certification
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Who should take the MB-230: Microsoft Dynamics 365 Customer Service Exam
The Microsoft MB-230 Exam certification is an internationally-recognized certification which help to have validation for those professionals who are keen to make their career in Dynamics 365 Customer Service
This exam aspirant are validated on ability to accomplish the following technical tasks: perform configuration; manage cases and the knowledge base; manage queues, entitlements, and SLAs; and configure voice of the customer.These candidates can go for this exam.
- Marketing consultants
Analytics Management: 10-15%
- Visualization Creation & Configuration: The candidates need to possess the expertise in designing and creating charts and reports with the use of Design wizard. This subtheme will also evaluate the competence of the examinees in configuring interactive dashboards.
- Customer Service Insights Configuration: This section requires one’s knowledge of use cases and capabilities of Customer Service Insights dashboards. It also measures the skills in managing workspaces and connecting to Customer Service Insights.
Reference: https://www.microsoft.com/en-us/learning/exam-mb-230.aspx
Microsoft MB-230 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Manage cases and Knowledge Management | 20% | - Manage Knowledge Management
|
| Topic 2: Implement routing | 10% | - Manage queues and routing
|
| Topic 3: Implement Microsoft Power Platform | 10% | - Configure Power Automate
|
| Topic 4: Manage entitlements and SLAs | 15% | - Create and manage SLAs
|
| Topic 5: Manage analytics, visualizations, and insights | 10% | - Manage insights
|
| Topic 6: Implement scheduling | 5% | - Manage services
|
| Topic 7: Implement multi-session experiences for Customer Service | 20% | - Configure and manage Omnichannel
|
| Topic 8: Implement Connected Customer Service | 10% | - Configure IoT integration
|
