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Microsoft Customer Service Exam Certification Details:
| Exam Code | MB-230 |
| Number of Questions | 40-60 |
| Sample Questions | Microsoft Customer Service Sample Questions |
| Exam Price | $165 (USD) |
| Schedule Exam | Pearson VUE |
| Passing Score | 700 / 1000 |
| Exam Name | Microsoft Certified - Dynamics 365 Customer Service Functional Consultant Associate |
| Books / Training | MB-230T01-A: Microsoft Dynamics 365 Customer Service |
| Duration | 120 mins |
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Exam MB-230: Microsoft Dynamics 365 Customer Service
A Dynamics 365 Customer Service Functional Consultant is responsible for implementing omnichannel solutions that focus upon service, quality, reliability, efficiency, and customer satisfaction.
A Dynamics 365 Customer Service Functional Consultant implements and designs service management visualizations and reports provided by and in collaboration with the solution architect. The Functional Consultant collaborates with the customer engagement administrator to implement and upgrade Power Platform components, including knowledge management, customer feedback, and connected services.
A Dynamics 365 Customer Service Functional Consultant must have strong applied knowledge of customer service, including: understanding industry terminology, priorities, standards, methodologies, customer service operations, and best practices. The Functional Consultant with customer service expertise must have strong applied knowledge of meeting user needs through Dynamics 365 customer service, including in-depth understanding of cases, knowledge management, queues, entitlements, resource scheduling, Service Level Agreements (SLAs), visualizations, connected services, Customer Service Insights, Power Virtual Agents, and Omnichannel for Customer Service. The Functional Consultant's knowledge should include a comprehensive understanding of the customer service application's role in relationship to the Dynamics 365 suite of applications along with a basic understanding of the solution architecture and quality assurance.
Part of the requirements for: Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate
Reference: https://www.microsoft.com/en-us/learning/exam-mb-230.aspx
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What is the duration, language, and format of MB-230: Microsoft Dynamics 365 Customer Service Exam
- Length of Examination: 45 mins
- Number of Questions: 40 - 60 (Since Microsoft does not publish this information, the number of exam questions may change without notice.)
- Type of Questions: This test format is multiple choice.
- Passing Score 700 / 1000
- language: English
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The Microsoft MB-230 validation is an associate-level exam, which aims at equipping the candidates with the knowledge and skills required to implement omnichannel solutions for the purposes of reliability, quality, efficiency, service, and customer satisfaction. It is an ideal exam for candidates who have a passion for the implementation and design of service management reports and visualizations.
Microsoft MB-230 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Manage entitlements and service level agreements (SLAs) | 15-19% | - Configure entitlements
|
| Topic 2: Implement Microsoft Power Platform integration | 2-6% | - Integrate Power Apps and Power Automate
|
| Topic 3: Manage analytics, visualizations, and insights | 5-9% | - Create and manage dashboards and reports
|
| Topic 4: Manage cases and knowledge management | 51-55% | - Create and manage cases
- Implement knowledge management
|
| Topic 5: Implement scheduling | 10-14% | - Configure service scheduling
|
| Topic 6: Implement Connected Customer Service | 2-6% | - Set up IoT and field service integration |
| Topic 7: Implement Customer Service multi-session experience | 5-9% | - Configure Customer Service workspace
|
| Topic 8: Implement routing and work distribution | null | - Configure unified routing
|
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