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Skills Measured in MB-230 Exam
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?
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:
| Section | Weight | Objectives |
|---|---|---|
| Manage analytics, visualizations, and insights | 5-9% | - Implement Customer Voice surveys and feedback - Create and manage dashboards and reports
|
| Implement routing and work distribution | null | - Configure unified routing
|
| Manage entitlements and service level agreements (SLAs) | 15-19% | - Implement SLAs
|
| Implement Connected Customer Service | 2-6% | - Set up IoT and field service integration |
| Implement Customer Service multi-session experience | 5-9% | - Configure Customer Service workspace
|
| Implement Microsoft Power Platform integration | 2-6% | - Integrate Power Apps and Power Automate
|
| Implement scheduling | 10-14% | - Configure service scheduling
|
| Manage cases and knowledge management | 51-55% | - Implement knowledge management
|

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