Microsoft MB-230 Exam

Description

MB-230 Microsoft Dynamics 365 Customer Service Functional Consultant Exam

Candidates who pass the MB-230 exam earn the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification, which demonstrates their expertise in using Microsoft Dynamics 365 Customer Service to provide personalized and efficient customer service experiences to drive customer satisfaction and loyalty. The MB-230 exam is designed to evaluate a candidate’s ability to configure customer service settings, manage cases and the knowledge base, configure queues, entitlements, and service-level agreements (SLAs), and analyze customer service data using Microsoft Dynamics 365 Customer Service. The MB-230 exam is intended for individuals who work in customer service or related fields and are responsible for configuring, customizing, and implementing Dynamics 365 Customer Service solutions for their organizations.

Skills Measured In Microsoft MB-230 Exam

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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