Microsoft Microsoft Dynamics 365 Certification MB-230

Microsoft Dynamics 365 Certification MB-230 Exam is for functional consultants with expertise in customer service. They implement omnichannel solutions focusing on service, quality, efficiency, and customer satisfaction. They collaborate with solution architects and customer engagement administrators to implement and upgrade customer service components. The consultant must have strong applied knowledge of customer service, including cases, knowledge management, routing and queues, entitlements, scheduling, SLAs, visualizations, connected services, Customer Service Insights, Power Virtual Agents, Customer Service workspaces, Customer Voice, and Omnichannel for Customer Service. They should also understand the customer service application's role in relation to Dynamics 365 and have a basic understanding of solution architecture and quality assurance.

The passing score for this exam is 700. The English language version of the exam was updated on September 23, 2022. Check the study guide for details on the latest changes. Localized versions of the exam may not be updated on the same schedule as the English version.

The English language version of this exam was updated on September 23, 2022. Review the study guide linked in the preceding"Tip"box for details about the skills measured and latest changes.

Manage cases and Knowledge Management (25–30%)

Manage entitlements and SLAs (5–10%)

Implement scheduling (5–10%)

Implement multi-session experiences for Customer Service (20–25%)

Manage analytics and insights (10–15%)

Implement Microsoft Power Platform (5–10%)

Implement Connected Customer Service (5–10%)

Implement routing (5–10%)

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