Microsoft MB-230 Exam Topics
Microsoft MB-230 Exam Overview :
| Exam Name: | Microsoft Dynamics 365 Customer Service Functional Consultant |
| Exam Code: | MB-230 |
| Certifications: | Microsoft Dynamics 365, Microsoft Dynamics 365 - Dynamics 365 for Customer Service Functional Consultant Associate Certifications |
| See Expected Questions: | Microsoft MB-230 Expected Questions in Actual Exam |
Microsoft MB-230 Exam Objectives :
| Section | Weight | Objectives |
|---|---|---|
| Manage cases and Knowledge Management | 15-20% | This encompasses tasks such as configuring case settings, managing case lists, creating and searching for case records, converting activities to cases, and executing case resolutions. Advanced features include implementing parent/child cases, merging cases, and setting autonumbering for customer service entities. Furthermore, configuration and automation are facilitated through the implementation of Advanced Similarity rules, record creation and update rules, case routing rules, and customization of the Case Resolution form. Additionally, Knowledge Management is implemented to enhance support processes, involving configuration of the Knowledge Search control, linking articles with cases, utilizing Knowledge Management to resolve cases, managing article lifecycles and templates, and enabling Relevance Search for efficient information retrieval. |
| Implement scheduling | 10-15% | This includes setting up business closures, defining organizational units, configuring resources, establishing work hours, and managing facilities and equipment. Moreover, candidates need to define services, schedule service activities, specify fulfillment preferences, create schedule boards for streamlined resource allocation, and schedule service activities using the schedule board interface. These tasks collectively empower candidates to effectively manage resources and services, optimizing operational workflows and enhancing customer satisfaction within the Dynamics 365 environment. |
| Manage entitlements and SLAs | 1–5% | Includes a section dedicated to managing entitlements and Service Level Agreements (SLAs), which forms a small but critical portion of the overall exam content. This segment evaluates candidates' proficiency in setting up and managing entitlements, which define the level of support customers are entitled to based on factors like product warranties or service contracts. Additionally, it assesses their ability to configure and monitor SLAs, ensuring that service levels are met and maintained consistently to uphold customer satisfaction. While this topic constitutes a minor percentage of the exam, it underscores the importance of efficiently managing customer entitlements and SLAs within the Dynamics 365 ecosystem. |
| Implement multi-session experiences for Customer Service | 30-35% | Demonstrate proficiency in implementing multi-session experiences for Customer Service, which involves enabling seamless interactions across multiple channels to enhance customer support and engagement. |
| Manage analytics, visualizations, and insight | 10-15% | In the MB-230 exam, the module focusing on managing analytics, visualizations, and insights constitutes a significant portion (10-15%), emphasizing candidates' ability to leverage data-driven insights and visualization tools to analyze customer service performance and make informed business decisions within Dynamics 365. |
| Implement Microsoft Power Platform | 5–10% | In the MB-230 exam, the section dedicated to implementing Microsoft Power Platform comprises a notable percentage (5-10%), highlighting candidates' proficiency in leveraging this suite of low-code development tools to build custom solutions and automate business processes within Dynamics 365 for Customer Service. This segment assesses candidates' ability to utilize Power Apps to create tailored applications, Power Automate to automate workflows, Power BI to generate insightful reports and dashboards, and Power Virtual Agents to develop chatbots for enhanced customer interactions. Successful implementation of the Microsoft Power Platform empowers organizations to streamline operations, improve productivity, and deliver exceptional customer experiences. |
| Implement Connected Customer Service | 1–5% | In the MB-230 exam, the segment on implementing Connected Customer Service constitutes a modest yet crucial percentage (1-5%), focusing on candidates' ability to integrate and optimize various channels and touchpoints to deliver seamless and personalized customer experiences within Dynamics 365. This module assesses candidates' proficiency in configuring and leveraging Connected Customer Service features such as omnichannel engagement, IoT integration, and AI-driven insights to enable proactive and efficient customer service interactions. Successful implementation of Connected Customer Service ensures that organizations can effectively connect with customers across multiple channels, anticipate their needs, and deliver tailored solutions, thereby enhancing customer satisfaction and loyalty. |
| Implement routing | 10–15% | In the MB-230 exam, the section on implementing routing constitutes a substantial percentage (10-15%), highlighting the importance of efficiently managing and directing customer service inquiries within Dynamics 365 for Customer Service. This module evaluates candidates' ability to configure and optimize routing rules, queues, and assignment rules to ensure that customer inquiries are seamlessly directed to the appropriate agents or teams based on various criteria such as skill level, workload, and service level agreements (SLAs). Additionally, candidates are expected to demonstrate proficiency in implementing advanced routing features like automatic case creation, round-robin assignment, and routing based on customer preferences or historical data. Successful implementation of routing functionalities empowers organizations to streamline their service processes, reduce response times, and ultimately deliver exceptional customer experiences. |
| Official Information | https://www.microsoft.com/en-us/learning/exam-mb-230.aspx |
Updates in the Microsoft MB-230 Exam Topics:
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