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How to Register For Exam MB-230: Microsoft Dynamics 365 Customer Service?

Exam Register Link: https://examregistration.microsoft.com/?locale=en-us&examcode=MB-230&examname=Exam%20MB-230:%20Microsoft%20Dynamics%20365%20for%20Customer%20Service&returnToLearningUrl=https%3A%2F%2Fdocs.microsoft.com%2Flearn%2Fcertifications%2Fexams%2Fmb-230

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

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.

Microsoft MB-230日本語 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Manage analytics, visualizations, and insights10%- Configure Customer Service Insights
  • 1. Configure Customer Service historical analytics
  • 2. Configure dashboards and charts
  • 3. Configure Power BI integration
- Manage insights
  • 1. Monitor and improve service with analytics
  • 2. Analyze conversation insights
  • 3. Analyze Omnichannel insights
Topic 2: Implement routing10%- Manage queues and routing
  • 1. Configure routing rules
  • 2. Create and manage queues
  • 3. Configure advanced routing rules
- Configure unified routing
  • 1. Configure assignment methods
  • 2. Configure work distribution
  • 3. Configure work classification
Topic 3: Implement multi-session experiences for Customer Service20%- Manage channels
  • 1. Configure Microsoft Teams integration
  • 2. Configure Chat
  • 3. Configure Voice
  • 4. Configure SMS
- Configure and manage Omnichannel
  • 1. Configure routing and assignment
  • 2. Manage context variables
  • 3. Configure work streams and queues
  • 4. Configure agent scripts
- Configure the Customer Service workspace
  • 1. Configure apps and templates
  • 2. Configure session management
  • 3. Configure notifications
  • 4. Configure productivity tools
Topic 4: Implement Connected Customer Service10%- Manage Connected Customer Service scenarios
  • 1. Configure asset management
  • 2. Configure proactive service
  • 3. Manage customer assets
- Configure IoT integration
  • 1. Manage IoT devices
  • 2. Configure IoT alerts
  • 3. Create cases from IoT alerts
Topic 5: Implement scheduling5%- Manage services
  • 1. Schedule service activities
  • 2. Define service activities
- Manage resources
  • 1. Define resources and resource groups
  • 2. Configure resource calendars and working hours
Topic 6: Implement Microsoft Power Platform10%- Configure Power Virtual Agents
  • 1. Integrate chatbots with Customer Service
  • 2. Configure topics and entities
  • 3. Create chatbots
- Configure Power Automate
  • 1. Create and manage flows
  • 2. Configure triggers and actions
  • 3. Use Common Data Service connector
Topic 7: Manage cases and Knowledge Management20%- Manage Knowledge Management
  • 1. Manage the Knowledge Management lifecycle
  • 2. Create and manage knowledge articles
  • 3. Use knowledge article templates
  • 4. Configure entities for Knowledge Management
- Create and manage cases
  • 1. Identify and create cases from activities
  • 2. Create case and child case
  • 3. Use case routing rules
  • 4. Customize case views
  • 5. Analyze cases with interactive dashboards
Topic 8: Manage entitlements and SLAs15%- Create and manage entitlements
  • 1. Define and manage entitlement templates
  • 2. Create and activate entitlements
  • 3. Apply entitlements to cases
- Create and manage SLAs
  • 1. Create SLA items and actions
  • 2. Use hierarchical SLA configurations
  • 3. Define and configure SLA KPIs
  • 4. Enable SLAs for entities

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