Skills measured

• Manage analytics (10-15%)
• Manage cases and Knowledge Management (20-25%)
• Implement Omnichannel for Customer Service (30-35%)
• Implement scheduling (10-15%)
• Manage queues, entitlements, and service-level agreements (SLAs) (15-20%)

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Scheduling Implementation: 10-15%

• Services Management: The test takers will need to demonstrate their skills in defining services, scheduling service activities, and configuring fulfillment preferences. They will also need to show their expertise in a scheduling service activity with schedule boards and creating the schedule boards.
• Resources Management: This topic requires your expertise in configuring resources, business closures, organizational units, work hours, and equipment and facilities.

The Microsoft Dynamics 365 Customer Service exam MB-230 by code is designed to test one's knowledge of the implementation of omnichannel solutions focused on service, quality, reliability, efficiency, and customer satisfaction.

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

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Microsoft MB-230: Target Audience and Prerequisites

The candidates for this certification exam are Dynamics 365 Customer Service Functional Consultants. These professionals cooperate with the Customer Engagement Administrators to upgrade and implement different components of Power Platform, which include customer feedback, connected services, and knowledge management.

The Microsoft MB-230 exam is an associate-level certification test, which means that it does not have any official prerequisites. However, the students should have extensive knowledge of customer services. These include understanding the industry terminologies, standards, priorities, methodologies, best practices, and customer service operations. They should also have practical skills in meeting the needs of users through the Dynamics 366 customer service. These cover the areas, such as cases, resource scheduling, knowledge management, and Customer Service Insights. In addition, the learners should be conversant with entitlements, queues, visualization, Omnichannel for Customer Service, Power Virtual Agents, and Service Level Agreements.

Microsoft MB-230日本語 Exam Syllabus Topics: