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Skills Measured

MB-230 test assesses the candidates in the following skills areas:

• Managing analytics
• Implementing scheduling
• Omnichannel for customer service
• Knowledge and case management
• Managing entitlements, queues, and service-level agreements (SLAs)

The first topic aims at assessing the learner's knowledge of the creation, management, configuration, and automation of cases. Thus, you will have to know how to monitor case lists, look for case records, merge various cases, transform activities into cases, and set autonumbering. In addition, you will have to execute Advanced Similarity rules, tailor the Case Resolution form, compose Status Reason transitions, and receive feedback by using Customer Voice. What is more, this part also assesses the candidates' ability to implement knowledge management in real-world scenarios. So, candidates need to master such terms as the knowledge search control, relevance search, knowledge article templates, etc.

The key management concerns in the second domain include the queues, entitlements, and SLAs. Under the management of SLAs, the candidate must have profound knowledge of the definition, creation, configuration, implementation, and manual application of SLAs into a system. More so, a clear description of the components that make up the SLA is needed. When it comes to monitoring queues and entitlements, this portion will emphasize the configuration of queues, adding activities to them, accomplishing queue operations, controlling entitlement templates, and cancelling an entitlement.

Within the third tested area, a candidate will be required to learn how to perform tasks such as the configuration of business closures, resources, work hours, equipment, facilities, etc. Besides, applicants will need to learn how to determine and schedule services, arrange fulfillment preferences, and make up a schedule board.

The next segment is concerned with the implementation of omnichannels mainly for customer service. Thus, the candidate should be able to deploy an omnichannel using a set of standards steps from the definition of user settings to configuring skills-based routing. The implementation of Power Virtual Agents is also one of the core parts of this area. Lastly, the candidate should gain hands-on skills in distributing work, and configuring both the agent experience & the supervisor experience. All in all, with such a domain, you'll master such concepts as the Channel Integration Framework, Secure Message Service, pre-chat surveys, context variables, Quick Responses, and Omnichannel Insights.

The last sector aims at assessing the candidate's knowledge in managing analytics. It involves the configuration of customer service insights, which include the description of use cases and capabilities for customer insights. It also extends to the creation and configuration of visualizations with a focus on interactive dashboards, the Design wizard, and the creation of charts.

The MB-230 Certification Exam is a great way to demonstrate your expertise and knowledge in Microsoft Dynamics 365 Customer Service. As a certified Microsoft Dynamics 365 Customer Service Functional Consultant, you will have the skills and knowledge to help organizations improve their customer service processes and deliver exceptional customer experiences. Microsoft Dynamics 365 Customer Service Functional Consultant certification is recognized by employers and customers alike, and can help you advance your career in the field of customer service.

Reference: https://www.microsoft.com/en-us/learning/exam-mb-230.aspx

Microsoft MB-230 certification exam is intended for individuals who have experience working with Dynamics 365 Customer Service solutions and are responsible for configuring and customizing the application to meet specific business requirements. MB-230 exam covers various topics such as managing cases and the knowledge base, configuring queues, entitlements, and service-level agreements, implementing omnichannel solutions, and integrating Microsoft Dynamics 365 with other Microsoft applications. Passing the MB-230 exam demonstrates that the candidate has a thorough understanding of the Dynamics 365 Customer Service application and can effectively implement solutions to meet customer needs.

Microsoft MB-230: Details and Topics

The MB-230 test is available in the English language. The candidates should review the official exam objectives before taking this test. This is because Microsoft regularly updates the exam topics to align with the dynamic evolvement of the industry. To register for this test, the applicants must pay the fee of $165. The formats of the questions that may appear in the exam are multiple choice, case studies, drag and drop, build list, and active screen, among others. The number of questions contained in Microsoft MB-230 is usually between 40 and 60 and the time for their completion is 120 minutes.

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