Introduction to MB-230: Microsoft Dynamics 365 Customer Service Exam
Microsoft MB-230 Exam is a certification exam that is conducted by Microsoft to validates candidate knowledge and skills of Managing cases and knowledge base .
Candidate are in charge of designing and implementing service management visualizations and reports provided by and in collaboration with the Solution Architect. This exam checks competency level on topics such as implementation and upgradation Power platform components,managing entitlements and SLA's . After passing this exam, candidates get a certificate from Microsoft that helps them to demonstrate their proficiency in Dynamics 365 Customer Service to their clients and employers.
The Microsoft MB-230 validation is an associate-level exam, which aims at equipping the candidates with the knowledge and skills required to implement omnichannel solutions for the purposes of reliability, quality, efficiency, service, and customer satisfaction. It is an ideal exam for candidates who have a passion for the implementation and design of service management reports and visualizations.
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Reference: https://www.microsoft.com/en-us/learning/exam-mb-230.aspx
Analytics Management: 10-15%
- Visualization Creation & Configuration: The candidates need to possess the expertise in designing and creating charts and reports with the use of Design wizard. This subtheme will also evaluate the competence of the examinees in configuring interactive dashboards.
- Customer Service Insights Configuration: This section requires one’s knowledge of use cases and capabilities of Customer Service Insights dashboards. It also measures the skills in managing workspaces and connecting to Customer Service Insights.
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Microsoft MB-230日本語 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Manage analytics, visualizations, and insights | 5-9% | - Create and manage dashboards and reports
|
| Implement Customer Service multi-session experience | 5-9% | - Configure Customer Service workspace
|
| Implement scheduling | 10-14% | - Configure service scheduling
|
| Manage cases and knowledge management | 51-55% | - Create and manage cases
|
| Implement routing and work distribution | null | - Configure unified routing
|
| Implement Connected Customer Service | 2-6% | - Set up IoT and field service integration |
| Implement Microsoft Power Platform integration | 2-6% | - Integrate Power Apps and Power Automate
|
| Manage entitlements and service level agreements (SLAs) | 15-19% | - Implement SLAs
|
