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Skills Measured

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

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

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.

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Microsoft MB-230 exam is designed for individuals who have a strong understanding of the customer service functionality within Microsoft Dynamics 365. Microsoft Dynamics 365 Customer Service Functional Consultant certification is intended for functional consultants who work with Dynamics 365 Customer Service applications and are responsible for configuring, implementing, and supporting the application in customer environments.

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

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