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The Microsoft Dynamics 365 Customer Service certification exam tests one’s knowledge of customer service. Thus, the candidates should have in-depth knowledge of the industry terminology, standards, customer service operations. They should have solid skills to meet user needs by working with Dynamics 365 customer service. To add more, they should a deep comprehension of knowledge management, SLAs, Power Virtual Agents, Customer Service Insights, as well as Omnichannel for Customer Service.
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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.
Reference: https://www.microsoft.com/en-us/learning/exam-mb-230.aspx
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Microsoft MB-230 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Manage analytics, visualizations, and insights | 10% | - Configure Customer Service Insights
|
| Topic 2: Manage cases and Knowledge Management | 20% | - Create and manage cases
|
| Topic 3: Implement Microsoft Power Platform | 10% | - Configure Power Automate
|
| Topic 4: Implement routing | 10% | - Manage queues and routing
|
| Topic 5: Implement scheduling | 5% | - Manage resources
|
| Topic 6: Manage entitlements and SLAs | 15% | - Create and manage entitlements
|
| Topic 7: Implement Connected Customer Service | 10% | - Configure IoT integration
|
| Topic 8: Implement multi-session experiences for Customer Service | 20% | - Configure and manage Omnichannel
|
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