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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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Languages: English
Retirement date: none
This exam measures your ability to accomplish the following technical tasks: manage cases and Knowledge Management; manage queues, entitlements, and service-level agreements; implement scheduling; implement Omnichannel for Customer Service; and manage analytics.
Microsoft MB-230 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Implement Connected Customer Service | 2-6% | - Set up IoT and field service integration |
| Topic 2: Implement Customer Service multi-session experience | 5-9% | - Configure Customer Service workspace
|
| Topic 3: Implement Microsoft Power Platform integration | 2-6% | - Integrate Power Apps and Power Automate
|
| Topic 4: Manage analytics, visualizations, and insights | 5-9% | - Implement Customer Voice surveys and feedback - Create and manage dashboards and reports
|
| Topic 5: Implement scheduling | 10-14% | - Configure service scheduling
|
| Topic 6: Implement routing and work distribution | 2-6% | - Configure unified routing
|
| Topic 7: Manage cases and knowledge management | 51-55% | - Implement knowledge management
- Create and manage cases
|
| Topic 8: Manage entitlements and service level agreements (SLAs) | 15-19% | - Configure entitlements
|
