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How much MB-230: Microsoft Dynamics 365 Customer Service Exam Cost
The price of the MB-230: Microsoft Dynamics 365 Customer Service exam is $165 USD, for more information related to exam price please visit to Microsoft Training website as prices of Microsoft exams fees get varied country wise.
Reference: https://www.microsoft.com/en-us/learning/exam-mb-230.aspx
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Microsoft MB-230 exam is a comprehensive exam that tests the candidate's knowledge of the Dynamics 365 Customer Service module. It's a challenging exam that requires a thorough understanding of the platform and its capabilities. To pass the exam, candidates must have a strong understanding of the module's functionality, configuration options, and best practices for implementing and customizing the application.
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The MB-230 exam is intended for professionals who have a solid understanding of customer service processes and experience working with Dynamics 365. Microsoft Dynamics 365 Customer Service Functional Consultant (MB-230日本語版) certification is ideal for functional consultants, customer service managers, help desk analysts, and service desk managers who want to demonstrate their expertise in customer service management using Microsoft Dynamics 365. Passing MB-230J exam demonstrates that the candidate has the skills necessary to effectively configure and manage the Dynamics 365 Customer Service application to meet the needs of their organization.
Microsoft MB-230日本語 Exam Syllabus Topics:
| Section | Weight | Objectives |
| Implement multi-session experiences for Customer Service | 20% | - Configure and manage Omnichannel
- 1. Configure work streams and queues
- 2. Configure agent scripts
- 3. Manage context variables
- 4. Configure routing and assignment
- Configure the Customer Service workspace
- 1. Configure productivity tools
- 2. Configure notifications
- 3. Configure apps and templates
- 4. Configure session management
- Manage channels
- 1. Configure Microsoft Teams integration
- 2. Configure Voice
- 3. Configure Chat
- 4. Configure SMS
|
| Manage analytics, visualizations, and insights | 10% | - Configure Customer Service Insights
- 1. Configure dashboards and charts
- 2. Configure Power BI integration
- 3. Configure Customer Service historical analytics
- Manage insights
- 1. Analyze conversation insights
- 2. Monitor and improve service with analytics
- 3. Analyze Omnichannel insights
|
| Manage cases and Knowledge Management | 20% | - Create and manage cases
- 1. Analyze cases with interactive dashboards
- 2. Use case routing rules
- 3. Identify and create cases from activities
- 4. Create case and child case
- 5. Customize case views
- Manage Knowledge Management
- 1. Create and manage knowledge articles
- 2. Use knowledge article templates
- 3. Configure entities for Knowledge Management
- 4. Manage the Knowledge Management lifecycle
|
| Implement Connected Customer Service | 10% | - Configure IoT integration
- 1. Manage IoT devices
- 2. Create cases from IoT alerts
- 3. Configure IoT alerts
- Manage Connected Customer Service scenarios
- 1. Configure proactive service
- 2. Manage customer assets
- 3. Configure asset management
|
| Implement scheduling | 5% | - Manage resources
- 1. Configure resource calendars and working hours
- 2. Define resources and resource groups
- Manage services
- 1. Define service activities
- 2. Schedule service activities
|
| Manage entitlements and SLAs | 15% | - Create and manage SLAs
- 1. Define and configure SLA KPIs
- 2. Create SLA items and actions
- 3. Enable SLAs for entities
- 4. Use hierarchical SLA configurations
- Create and manage entitlements
- 1. Apply entitlements to cases
- 2. Create and activate entitlements
- 3. Define and manage entitlement templates
|
| Implement Microsoft Power Platform | 10% | - Configure Power Virtual Agents
- 1. Configure topics and entities
- 2. Create chatbots
- 3. Integrate chatbots with Customer Service
- Configure Power Automate
- 1. Use Common Data Service connector
- 2. Configure triggers and actions
- 3. Create and manage flows
|
| Implement routing | 10% | - Configure unified routing
- 1. Configure assignment methods
- 2. Configure work distribution
- 3. Configure work classification
- Manage queues and routing
- 1. Create and manage queues
- 2. Configure advanced routing rules
- 3. Configure routing rules
|