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To stand a chance of passing any IT certification exam, the candidates must be well conversant with its topics. For the Microsoft MB-230 test, the domains are mentioned below:

• Manage Cases & Knowledge Management (20-25%)

  The first subject area of the exam is about creating and managing cases, implementing the knowledge management, as well as configuring and automating cases. This means that you need to be able to configure cases and merge them, implement Advanced Similarity rules, and configure Status Reason transitions.

• Manage Queues, Entitlements, & SLAs (15-20%)

  Solving the items aligned to this topic, the candidates should have the ability to create and manage queues and entitlements, differentiate queue types, create and manage SLAs, assign an entitlement to a case, manage cases with SLAs, use SLAs on-demand, as well as define and create SLAs.

• Implement Omnichannel for a Customer Service (30-35%)

  For this broad domain, you need to be able to manage channels, implement Power Virtual Agents, configure the agent and supervisor experience, distribute work, manage channels, and deploy Omnichannel for Customer Service. These areas include your ability to manage queues, configure channels and work streams, as well as escalate conversations to a live agent.

• Manage Analytics (10-15%)

  The last objective that you need to deal with is all about the configuration of Customer Service Insights and creation of visualizations. The learners need to understand how to manage workspaces, design charts, and connect to Customer Service Insights.

• Implement Scheduling (10-15%)

  This knowledge area is about the management of resources and services. To answer the questions from this section, you need to have the skills in configuring work hours, business closures, equipment, and facilities. Also, you need to be able to develop schedule boards and schedule service activities.

Professional team

Microsoft Dynamics 365 Customer Service Functional Consultant (MB-230日本語版) exam tests hired dedicated staffs to update the contents of the data on a daily basis. Our industry experts will always help you keep an eye on changes in the exam syllabus, and constantly supplement the contents of MB-230日本語 test guide. Therefore, with our study materials, you no longer need to worry about whether the content of the exam has changed. You can calm down and concentrate on learning. At the same time, the researchers hired by MB-230日本語 test guide is all those who passed the Microsoft Dynamics 365 Customer Service Functional Consultant (MB-230日本語版) exam, and they all have been engaged in teaching or research in this industry for more than a decade. They have a keen sense of smell on the trend of changes in the exam questions. Therefore, with the help of these experts, the contents of MB-230日本語 exam questions must be the most advanced and close to the real exam.

Who should take the MB-230: Microsoft Dynamics 365 Customer Service Exam

The Microsoft MB-230 Exam certification is an internationally-recognized certification which help to have validation for those professionals who are keen to make their career in Dynamics 365 Customer Service

This exam aspirant are validated on ability to accomplish the following technical tasks: perform configuration; manage cases and the knowledge base; manage queues, entitlements, and SLAs; and configure voice of the customer.These candidates can go for this exam.

• Marketing consultants

Associated Certification

The Microsoft MB-230 is one of the certification exams required to earn the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate. This certificate is appropriate for individuals who want to develop CX solutions that are agile, fast, and leverage Artificial Intelligence to anticipate business needs. To get certified, however, every candidate is required to pass PL-200 exam in addition to MB-230.

Skills measured

• Implement scheduling (10-15%)
• Implement Omnichannel for Customer Service (30-35%)
• Manage cases and Knowledge Management (20-25%)
• Manage queues, entitlements, and service-level agreements (SLAs) (15-20%)
• Manage analytics (10-15%)

Reference: https://www.microsoft.com/en-us/learning/exam-mb-230.aspx

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