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Skills measured

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

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

Persist in innovation

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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.

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Microsoft MB-230 Exam Syllabus Topics: