Skills Measured

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

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

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.

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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Who should take the MB-230: Microsoft Dynamics 365 Customer Service Exam

The Microsoft MB-230 Exam certification is an internationally-recognized certification which help to have validation for those professionals who are keen to make their career in Dynamics 365 Customer Service

This exam aspirant are validated on ability to accomplish the following technical tasks: perform configuration; manage cases and the knowledge base; manage queues, entitlements, and SLAs; and configure voice of the customer.These candidates can go for this exam.

• Marketing consultants

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Detailed Overview of Microsoft MB-230 Exam

The Microsoft MB-230 test is known to be taken in the English language only. The number of questions can be from 40 to 60. The question formats might include case studies, fill in the blank, multiple choice, multiple select, and others. You will need to clear all of them within 150 minutes to gain more than 700 points (passing score). The fee is $165 in the United States but it can be different in other countries. The difference in the pricing is brought up by the tax policies of each country. It is a proctored exam, which can be taken online. You can also sit for it at any Pearson VUE center.

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