PDF Version DemoTo 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:
- 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 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.
- 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.
- 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 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.
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Skills Measured in MB-230 Exam
The Microsoft Dynamics 365 Customer Service certification exam tests one’s knowledge of customer service. Thus, the candidates should have in-depth knowledge of the industry terminology, standards, customer service operations. They should have solid skills to meet user needs by working with Dynamics 365 customer service. To add more, they should a deep comprehension of knowledge management, SLAs, Power Virtual Agents, Customer Service Insights, as well as Omnichannel for Customer Service.
Reference: https://www.microsoft.com/en-us/learning/exam-mb-230.aspx
Microsoft MB-230日本語 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Manage analytics, visualizations, and insights | 10% | - Manage insights
|
| Topic 2: Manage entitlements and SLAs | 15% | - Create and manage SLAs
|
| Topic 3: Implement scheduling | 5% | - Manage resources
|
| Topic 4: Implement Connected Customer Service | 10% | - Configure IoT integration
|
| Topic 5: Implement multi-session experiences for Customer Service | 20% | - Manage channels
|
| Topic 6: Implement routing | 10% | - Manage queues and routing
|
| Topic 7: Implement Microsoft Power Platform | 10% | - Configure Power Automate
|
| Topic 8: Manage cases and Knowledge Management | 20% | - Manage Knowledge Management
|
