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The Microsoft Dynamics 365 Customer Service certification exam tests one’s knowledge of customer service. Thus, the candidates should have in-depth knowledge of the industry terminology, standards, customer service operations. They should have solid skills to meet user needs by working with Dynamics 365 customer service. To add more, they should a deep comprehension of knowledge management, SLAs, Power Virtual Agents, Customer Service Insights, as well as Omnichannel for Customer Service.

How to Register For Exam MB-230: Microsoft Dynamics 365 Customer Service?

Exam Register Link: https://examregistration.microsoft.com/?locale=en-us&examcode=MB-230&examname=Exam%20MB-230:%20Microsoft%20Dynamics%20365%20for%20Customer%20Service&returnToLearningUrl=https%3A%2F%2Fdocs.microsoft.com%2Flearn%2Fcertifications%2Fexams%2Fmb-230

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

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Microsoft MB-230日本語 Exam Syllabus Topics:

SectionWeightObjectives
Manage analytics, visualizations, and insights5-9%- Implement Customer Voice surveys and feedback
- Create and manage dashboards and reports
  • 1. Use out-of-box Customer Service reports
    • 2. Build custom dashboards and visualizations
      Implement routing and work distributionnull- Configure unified routing
      • 1. Define routing rules and decision trees
        • 2. Set up workstreams and queues
          Manage entitlements and service level agreements (SLAs)15-19%- Implement SLAs
          • 1. Manage SLA calculations and pauses
            • 2. Configure SLA actions and warnings
              • 3. Define SLA KPIs and timelines
                - Configure entitlements
                • 1. Associate entitlements with customers and cases
                  • 2. Define entitlement terms and restrictions
                    Implement Connected Customer Service2-6%- Set up IoT and field service integration
                    Implement Customer Service multi-session experience5-9%- Configure Customer Service workspace
                    • 1. Set up app profiles and session templates
                      • 2. Integrate channels and productivity tools
                        Implement Microsoft Power Platform integration2-6%- Integrate Power Apps and Power Automate
                        • 1. Create custom forms and workflows
                          • 2. Connect Customer Service with other apps
                            Implement scheduling10-14%- Configure service scheduling
                            • 1. Implement scheduling rules and availability
                              • 2. Define service activities and requirements
                                • 3. Set up resources and resource groups
                                  Manage cases and knowledge management51-55%- Implement knowledge management
                                  • 1. Create and manage knowledge articles
                                    • 2. Configure knowledge search and recommendations
                                      • 3. Integrate knowledge with cases and portals
                                        - Create and manage cases
                                        • 1. Implement case routing and queues
                                          • 2. Manage case hierarchies and relationships
                                            • 3. Configure case types and statuses
                                              - Configure Dynamics 365 Copilot for Service

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