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To stand a chance of passing any IT certification exam, the candidates must be well conversant with its topics. For the Microsoft MB-230 test, the domains are mentioned below:
- Manage Queues, Entitlements, & SLAs (15-20%)
Solving the items aligned to this topic, the candidates should have the ability to create and manage queues and entitlements, differentiate queue types, create and manage SLAs, assign an entitlement to a case, manage cases with SLAs, use SLAs on-demand, as well as define and create SLAs.
- Implement Scheduling (10-15%)
This knowledge area is about the management of resources and services. To answer the questions from this section, you need to have the skills in configuring work hours, business closures, equipment, and facilities. Also, you need to be able to develop schedule boards and schedule service activities.
- Manage Analytics (10-15%)
The last objective that you need to deal with is all about the configuration of Customer Service Insights and creation of visualizations. The learners need to understand how to manage workspaces, design charts, and connect to Customer Service Insights.
- Implement Omnichannel for a Customer Service (30-35%)
For this broad domain, you need to be able to manage channels, implement Power Virtual Agents, configure the agent and supervisor experience, distribute work, manage channels, and deploy Omnichannel for Customer Service. These areas include your ability to manage queues, configure channels and work streams, as well as escalate conversations to a live agent.
- Manage Cases & Knowledge Management (20-25%)
The first subject area of the exam is about creating and managing cases, implementing the knowledge management, as well as configuring and automating cases. This means that you need to be able to configure cases and merge them, implement Advanced Similarity rules, and configure Status Reason transitions.
Microsoft MB-230: Positions and Salary
To obtain the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification, one must pass the MB-230 test and the associated exam known under the codename PL-200. With this certificate, the candidates can work as a Functional Consultant. Other job roles that are available for these individuals include a CRM Solution Architect, a Dynamics Developer, a Dynamics Technical Specialist, a Microsoft Dynamics Finance Functional Analyst, and a Pre Sales CRM Solution Architect, among others. The salary outlook for these positions is an average of $69,000 per annum.
Reference: https://www.microsoft.com/en-us/learning/exam-mb-230.aspx
How to study the MB-230: Microsoft Dynamics 365 Customer Service Exam
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Microsoft MB-230 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Implement Microsoft Power Platform integration | 2-6% | - Integrate Power Apps and Power Automate
|
| Topic 2: Implement scheduling | 10-14% | - Configure service scheduling
|
| Topic 3: Implement Connected Customer Service | 2-6% | - Set up IoT and field service integration |
| Topic 4: Manage cases and knowledge management | 51-55% | - Implement knowledge management
- Create and manage cases
|
| Topic 5: Implement Customer Service multi-session experience | 5-9% | - Configure Customer Service workspace
|
| Topic 6: Manage analytics, visualizations, and insights | 5-9% | - Create and manage dashboards and reports
|
| Topic 7: Implement routing and work distribution | null | - Configure unified routing
|
| Topic 8: Manage entitlements and service level agreements (SLAs) | 15-19% | - Implement SLAs
|






