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Microsoft MB-230: Target Audience and Prerequisites
The candidates for this certification exam are Dynamics 365 Customer Service Functional Consultants. These professionals cooperate with the Customer Engagement Administrators to upgrade and implement different components of Power Platform, which include customer feedback, connected services, and knowledge management.
The Microsoft MB-230 exam is an associate-level certification test, which means that it does not have any official prerequisites. However, the students should have extensive knowledge of customer services. These include understanding the industry terminologies, standards, priorities, methodologies, best practices, and customer service operations. They should also have practical skills in meeting the needs of users through the Dynamics 366 customer service. These cover the areas, such as cases, resource scheduling, knowledge management, and Customer Service Insights. In addition, the learners should be conversant with entitlements, queues, visualization, Omnichannel for Customer Service, Power Virtual Agents, and Service Level Agreements.
Reference: https://www.microsoft.com/en-us/learning/exam-mb-230.aspx
How to book the MB-230: Microsoft Dynamics 365 Customer Service Exam
These are following steps for registering the MB-230: Microsoft Dynamics 365 Customer Service exam.
- Step 1: Visit to Microsoft Learning and search for MB-230: Microsoft Dynamics 365 Customer Service
- Step 2: Sign up/Login to Pearson VUE account
- Step 3: Select local centre based on your country, date, time and confirm with a payment method.
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Microsoft MB-230 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Implement scheduling | 5% | - Manage services
|
| Topic 2: Manage analytics, visualizations, and insights | 10% | - Manage insights
|
| Topic 3: Manage cases and Knowledge Management | 20% | - Manage Knowledge Management
|
| Topic 4: Implement Connected Customer Service | 10% | - Manage Connected Customer Service scenarios
|
| Topic 5: Implement multi-session experiences for Customer Service | 20% | - Configure the Customer Service workspace
|
| Topic 6: Implement Microsoft Power Platform | 10% | - Configure Power Virtual Agents
|
| Topic 7: Manage entitlements and SLAs | 15% | - Create and manage entitlements
|
| Topic 8: Implement routing | 10% | - Manage queues and routing
|
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