Associated Certification
The Microsoft MB-230 is one of the certification exams required to earn the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate. This certificate is appropriate for individuals who want to develop CX solutions that are agile, fast, and leverage Artificial Intelligence to anticipate business needs. To get certified, however, every candidate is required to pass PL-200 exam in addition to MB-230.
Reference: https://www.microsoft.com/en-us/learning/exam-mb-230.aspx
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Microsoft MB-230 Exam Syllabus Topics:
| Topic | Details |
|---|---|
Manage cases and Knowledge Management (20-25%) | |
| Create and manage cases | - configure cases - manage case lists - create and search for case records - convert activities to cases - perform case resolution - implement parent/child cases - merge cases - set autonumbering for customer service entities |
| Configure and automate cases | - implement Advanced Similarity rules - implement record creation and update rules - implement case routing rules - customize the Case Resolution form - configure Status Reason transitions - configure business process flows- capture customer feedback by using Customer Voice |
| Implement Knowledge Management | - configure the Knowledge Search control - link an article with a case - use knowledge management to resolve cases - manage the knowledge management article lifecycle - manage Knowledge management articles - configure entities for Knowledge Management - manage Knowledge article templates - implement knowledge search - enable Relevance Search - configure categories and subjects - convert cases to knowledge articles |
Manage queues, entitlements, and service-level agreements (SLAs) (15-20%) | |
| Create and manage queues | - describe use cases for each queue type - configure queues - add cases and activities to queues - configure entities for queues - perform queue operations |
| Create and manage entitlements | - configure entitlements - define and create entitlements- manage entitlement templates - activate and deactivate entitlements- renew or cancel an entitlement |
| Create and manage SLAs | - define and create service-level agreements (SLAs) - configure SLA settings - configure a holiday schedule - configure a customer service schedule - implement actions by using Power Automate - manage cases that are associated with SLAs - manually apply an SLA - create and manage SLA items |
Implement scheduling (10-15%) | |
| Manage resources | - configure business closures - configure organizational units - configure resources - configure work hours - configure facilities and equipment |
| Manage services | - define services - schedule a service activity - configure fulfillment preferences - create a schedule board - schedule a service activity by using the schedule board |
Implement Omnichannel for Customer Service (30-35%) | |
| Deploy Omnichannel for Customer Service | - provision Omnichannel for Customer Service - define user settings - configure application setting - manage queues - configure skills-based routing |
| Implement Power Virtual Agents | - describe Power Virtual Agents components and concepts - integrate Power Virtual Agents with Dynamics 365 Customer Service- escalate conversations to a live agent |
| Manage channels | - describe use cases for the Channel Integration Framework - configure channels - enable the chat widget on websites - configure pre-chat surveys - configure proactive chat - configure Secure Message Service (SMS) |
| Distribute work | - describe difference between entity routing and channel routing - configure work streams - configure entity routing - configure routing values - implement context variables |
| Configure the agent experience | - create macros - define agent scripts - configure Quick Responses - configure sessions and applications - configure notifications |
| Configure the supervisor experience | - configure Omnichannel Insights dashboard - configure intraday insights - customize KPIs for intraday insights - enable sentiment analysis |
Manage analytics (10-15%) | |
| Configure Customer Service Insights | - describe capabilities and use cases for Customer Service Insights dashboards - connect to Customer Service Insights- manage workspaces |
| Create and configure visualizations | - configure interactive dashboards - design and create charts - design reports by using the Design wizard |
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How to book the MB-230: Microsoft Dynamics 365 Customer Service Exam
These are following steps for registering the MB-230: Microsoft Dynamics 365 Customer Service exam.
- Step 1: Visit to Microsoft Learning and search for MB-230: Microsoft Dynamics 365 Customer Service
- Step 2: Sign up/Login to Pearson VUE account
- Step 3: Select local centre based on your country, date, time and confirm with a payment method.
MB-230: Microsoft Dynamics 365 Customer Service Exam Certification Path
MB-230: Microsoft Dynamics 365 Customer Service Exam is foundation level Certification. As such There is no prerequisite for this course. Anyone who is having keen and familiar with Microsoft technology are well invited to pursue this certification.
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