MB-230: Microsoft Dynamics 365 Customer Service Study Guide – Blog
Are you preparing to take the MB-230: Microsoft Dynamics 365 Customer Service? No worries! You have reached the right place. This study guide outlines all the resources you need to pass the exam. It also outlines the steps you need to succeed in the exam.
Candidates forExam MB230: Microsoft Dynamics 365 Customer Serviceare responsible to implement omnichannel solutions that are focused on service, quality and reliability, efficiency, customer satisfaction, and customer satisfaction. These certifications will give you an edge over your peers by proving your skills. The Dynamics 365 administrator works with candidates to upgrade Power platform components. This includes knowledge base and Forms Pro. Let’s start by reviewing some learning resources before we dive into the study guide.
Target audience: Microsoft MB-230
This credential is for those who want to be Microsoft Dynamics 365 functional consultant with Customer Service skills.
Recommendations and experience
Microsoft recommends the following knowledge and experience to be able to take the Microsoft Exam MB230 –
First, candidates must have strong applied knowledge to meet user needs through Dynamics 365 Customer Service. This includes in-depth understanding of cases and queues, entitlements as well as knowledge base, queues and visualizations.
Second, candidates should be familiar with industry terminology, priorities and standards.
Thirdly, candidates should have a thorough understanding of the Customer Service application’s relationship to Dynamics 365 suite applications. They also need to have a basic understanding about the solution architecture and quality control.
Preparation resources forExam MB230
Candidates should know where to start when preparing for any certification exam. We have compiled a list of all learning resources that will help you get your certification. There are many resources available to help you prepare for the MB 230 exam. You need to be careful when choosing the right resources as they will impact how well you prepare for and pass the exam. Let’s now look at the steps to pass the exam with flying colors with our MB230 Study Guide.
Step 1: Exam Objectives MB-230
First, you will need to read the Official Guide of Microsoft MB230 exam. You should familiarize yourself with the objectives and course areas of the exam. You should also spend enough time on each topic to gain a thorough understanding of the subject. This will allow you to tailor your study focus around these topics. The official guide serves as a blueprint for the exam. It covers the following areas:
This exam’s Course Outline was updated on October 2, 2020.
Domain 1: Manage cases and Knowledge Management (20-25%): This domain includes the concepts of creating and managing cases, automating cases, and implementing knowledge management.
Domain 2: Manage queues, entitlements and service-level agreements (15-20%): This domain focuses on creating and managing queues and managing entitlements. Also, create and manage SLAs
Domain 3- Implement scheduling (10-15%) – This domain includes the concept of Manage resources and Manage service.
Domain 4: Implement Omnichannel Customer Service (30-35%). This domain covers topics such as Deploy Omnichannel Customer Service, Implement Power Virtual agents, and Manage channels. You will also need to distribute work, configure the agent experience, and configure the supervisor experience.
Domain 5- Manage analytics (10-15%) – This domain focuses on Configure Customer Services Insights and creating and configuring visualizations.
Step 2: Know about your le