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Microsoft MB-230: Target Audience and Prerequisites
The candidates for this certification exam are Dynamics 365 Customer Service Functional Consultants. These professionals cooperate with the Customer Engagement Administrators to upgrade and implement different components of Power Platform, which include customer feedback, connected services, and knowledge management.
The Microsoft MB-230 exam is an associate-level certification test, which means that it does not have any official prerequisites. However, the students should have extensive knowledge of customer services. These include understanding the industry terminologies, standards, priorities, methodologies, best practices, and customer service operations. They should also have practical skills in meeting the needs of users through the Dynamics 366 customer service. These cover the areas, such as cases, resource scheduling, knowledge management, and Customer Service Insights. In addition, the learners should be conversant with entitlements, queues, visualization, Omnichannel for Customer Service, Power Virtual Agents, and Service Level Agreements.
MB-230: Microsoft Dynamics 365 Customer Service Exam Certified Professional salary
The average salary of a MB-230: Microsoft Dynamics 365 Customer Service Exam Certified Expert in
- India - 15,00,327 INR
- Europe - 80,347 EURO
- England - 70,632 POUND
- United State - 90,247 USD
Scheduling Implementation: 10-15%
- Resources Management: This topic requires your expertise in configuring resources, business closures, organizational units, work hours, and equipment and facilities.
- Services Management: The test takers will need to demonstrate their skills in defining services, scheduling service activities, and configuring fulfillment preferences. They will also need to show their expertise in a scheduling service activity with schedule boards and creating the schedule boards.
Reference: https://www.microsoft.com/en-us/learning/exam-mb-230.aspx
Microsoft MB-230 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Implement Microsoft Power Platform integration | 2-6% | - Integrate Power Apps and Power Automate
|
| Topic 2: Implement scheduling | 10-14% | - Configure service scheduling
|
| Topic 3: Manage analytics, visualizations, and insights | 5-9% | - Implement Customer Voice surveys and feedback - Create and manage dashboards and reports
|
| Topic 4: Implement routing and work distribution | null | - Configure unified routing
|
| Topic 5: Manage cases and knowledge management | 51-55% | - Configure Dynamics 365 Copilot for Service - Create and manage cases
|
| Topic 6: Manage entitlements and service level agreements (SLAs) | 15-19% | - Configure entitlements
|
| Topic 7: Implement Connected Customer Service | 2-6% | - Set up IoT and field service integration |
| Topic 8: Implement Customer Service multi-session experience | 5-9% | - Configure Customer Service workspace
|
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