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MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant Certification
The MB-230 exam is part of the Microsoft Dynamics 365 certification path, specifically designed for functional consultants specializing in customer service. This certification focuses on using Microsoft Dynamics 365 to help organizations manage and improve customer interactions, resolve issues efficiently, and build lasting customer relationships.
Who Is It For?
The MB-230 certification is ideal for:
Functional consultants working with Dynamics 365 Customer Service solutions.
Business analysts or system administrators responsible for customer service operations.
IT professionals seeking to improve their expertise in customer service management within Dynamics 365.
Exam Objectives
The mb-230 pdf dumps exam tests a candidate’s ability to implement, configure, and manage customer service solutions using Microsoft Dynamics 365. The key areas covered by the exam are:
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Work with Omnichannel for Customer Service:
Configure and use Omnichannel capabilities to provide a unified interface for agents to interact with customers across different communication channels, such as live chat, voice, email, and social media.
Manage Cases and the Knowledge Base:
Create, manage, and resolve cases effectively to meet service level agreements (SLAs).
Configure and maintain the knowledge base to assist customer service agents in resolving issues quickly and efficiently.
Configure Customer Service Workflows and Processes:
Set up and customize queues, routing rules, and automated case creation processes.
Manage workflows to streamline business processes and ensure smooth case management.
Configure Service Level Agreements (SLAs) and Entitlements:
Define and configure SLAs and key performance indicators (KPIs) to ensure customer service standards are met.
Manage entitlements to provide the appropriate level of support to customers based on contracts or subscriptions.
Analyze and Report on Service Performance:
Use Dynamics 365 reporting tools, Power BI, and dashboards to monitor service performance metrics and customer satisfaction.
Provide actionable insights through customer data analysis to improve overall service efficiency.
Manage Dynamics 365 for Customer Service Settings:
Configure core settings related to customer service modules, such as email configurations, queues, routing rules, and service scheduling.
Implement security roles and permissions to ensure appropriate access to customer service data.
Exam Details
Number of Questions: Typically 40-60 questions, including multiple-choice, drag-and-drop, and case studies.
Duration: 120 minutes.
Passing Score: A minimum of 700 out of 1000 points.
Prerequisites: Candidates should have a basic understanding of Dynamics 365 Customer Service capabilities and experience configuring the system.