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What is the duration, language, and format of MB-230: Microsoft Dynamics 365 Customer Service Exam

  • language: English
  • Length of Examination: 45 mins
  • Type of Questions: This test format is multiple choice.
  • Number of Questions: 40 - 60 (Since Microsoft does not publish this information, the number of exam questions may change without notice.)
  • Passing Score 700 / 1000

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

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MB-230: Microsoft Dynamics 365 Customer Service Exam Certified Professional salary

The average salary of a MB-230: Microsoft Dynamics 365 Customer Service Exam Certified Expert in

  • England - 70,632 POUND
  • United State - 90,247 USD
  • India - 15,00,327 INR
  • Europe - 80,347 EURO

Microsoft MB-230 Exam Syllabus Topics:

SectionWeightObjectives
Implement scheduling10-14%- Configure service scheduling
  • 1. Implement scheduling rules and availability
    • 2. Set up resources and resource groups
      • 3. Define service activities and requirements
        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 Customer Service multi-session experience5-9%- Configure Customer Service workspace
            • 1. Set up app profiles and session templates
              • 2. Integrate channels and productivity tools
                Manage entitlements and service level agreements (SLAs)15-19%- Configure entitlements
                • 1. Associate entitlements with customers and cases
                  • 2. Define entitlement terms and restrictions
                    - Implement SLAs
                    • 1. Manage SLA calculations and pauses
                      • 2. Configure SLA actions and warnings
                        • 3. Define SLA KPIs and timelines
                          Implement routing and work distribution2-6%- Configure unified routing
                          • 1. Set up workstreams and queues
                            • 2. Define routing rules and decision trees
                              Manage cases and knowledge management51-55%- Implement knowledge management
                              • 1. Create and manage knowledge articles
                                • 2. Integrate knowledge with cases and portals
                                  • 3. Configure knowledge search and recommendations
                                    - Configure Dynamics 365 Copilot for Service
                                    - Create and manage cases
                                    • 1. Configure case types and statuses
                                      • 2. Implement case routing and queues
                                        • 3. Manage case hierarchies and relationships
                                          Implement Connected Customer Service2-6%- Set up IoT and field service integration
                                          Manage analytics, visualizations, and insights5-9%- Create and manage dashboards and reports
                                          • 1. Build custom dashboards and visualizations
                                            • 2. Use out-of-box Customer Service reports
                                              - Implement Customer Voice surveys and feedback

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