The MB-230 certification exam covers a range of topics, including customer service, case management, knowledge management, and service level agreements. Candidates will be required to demonstrate their understanding of these areas and their ability to apply them in real-world scenarios.
Microsoft MB-230 exam is designed for individuals who want to become Microsoft Dynamics 365 Customer Service Functional Consultants. Microsoft Dynamics 365 Customer Service Functional Consultant certification exam is a great way to demonstrate your knowledge and expertise in customer service management. MB-230 exam covers a wide range of topics, including customer engagement, service level agreements, case management, and knowledge management. It is an excellent opportunity for professionals to showcase their skills in customer service management and advance their careers.
Microsoft MB-230 exam is intended for individuals who have experience working with Microsoft Dynamics 365 and want to specialize in customer service. MB-230 exam is ideal for functional consultants, customer service managers, and IT professionals who want to enhance their skills and knowledge in delivering customer service solutions using Microsoft Dynamics 365. Microsoft Dynamics 365 Customer Service Functional Consultant certification will also be beneficial for those who want to progress their career in customer service management.
Reference: https://www.microsoft.com/en-us/learning/exam-mb-230.aspx
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Skills Measured
MB-230 test assesses the candidates in the following skills areas:
- Omnichannel for customer service
- Knowledge and case management
- Managing analytics
- Managing entitlements, queues, and service-level agreements (SLAs)
- Implementing scheduling
The first topic aims at assessing the learner's knowledge of the creation, management, configuration, and automation of cases. Thus, you will have to know how to monitor case lists, look for case records, merge various cases, transform activities into cases, and set autonumbering. In addition, you will have to execute Advanced Similarity rules, tailor the Case Resolution form, compose Status Reason transitions, and receive feedback by using Customer Voice. What is more, this part also assesses the candidates' ability to implement knowledge management in real-world scenarios. So, candidates need to master such terms as the knowledge search control, relevance search, knowledge article templates, etc.
The key management concerns in the second domain include the queues, entitlements, and SLAs. Under the management of SLAs, the candidate must have profound knowledge of the definition, creation, configuration, implementation, and manual application of SLAs into a system. More so, a clear description of the components that make up the SLA is needed. When it comes to monitoring queues and entitlements, this portion will emphasize the configuration of queues, adding activities to them, accomplishing queue operations, controlling entitlement templates, and cancelling an entitlement.
Within the third tested area, a candidate will be required to learn how to perform tasks such as the configuration of business closures, resources, work hours, equipment, facilities, etc. Besides, applicants will need to learn how to determine and schedule services, arrange fulfillment preferences, and make up a schedule board.
The next segment is concerned with the implementation of omnichannels mainly for customer service. Thus, the candidate should be able to deploy an omnichannel using a set of standards steps from the definition of user settings to configuring skills-based routing. The implementation of Power Virtual Agents is also one of the core parts of this area. Lastly, the candidate should gain hands-on skills in distributing work, and configuring both the agent experience & the supervisor experience. All in all, with such a domain, you'll master such concepts as the Channel Integration Framework, Secure Message Service, pre-chat surveys, context variables, Quick Responses, and Omnichannel Insights.
The last sector aims at assessing the candidate's knowledge in managing analytics. It involves the configuration of customer service insights, which include the description of use cases and capabilities for customer insights. It also extends to the creation and configuration of visualizations with a focus on interactive dashboards, the Design wizard, and the creation of charts.
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