Exam MB-230: Microsoft Dynamics 365 Customer Service

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The content of this exam was updated on October 2, 2020. Please download the skills measured document below to see what changed.

A Dynamics 365 Customer Service Functional Consultant is responsible for implementing omnichannel solutions that focus upon service, quality, reliability, efficiency, and customer satisfaction.

A Dynamics 365 Customer Service Functional Consultant implements and designs service management visualizations and reports provided by and in collaboration with the solution architect. The Functional Consultant collaborates with the customer engagement administrator to implement and upgrade Power Platform components, including knowledge management, customer feedback, and connected services.

A Dynamics 365 Customer Service Functional Consultant must have strong applied knowledge of customer service, including: understanding industry terminology, priorities, standards, methodologies, customer service operations, and best practices. The Functional Consultant with customer service expertise must have strong applied knowledge of meeting user needs through Dynamics 365 customer service, including in-depth understanding of cases, knowledge management, queues, entitlements, resource scheduling, Service Level Agreements (SLAs), visualizations, connected services, Customer Service Insights, Power Virtual Agents, and Omnichannel for Customer Service. The Functional Consultant's knowledge should include a comprehensive understanding of the customer service application's role in relationship to the Dynamics 365 suite of applications along with a basic understanding of the solution architecture and quality assurance.

Part of the requirements for: Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate

Related exams: 1 related exam

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  • MB-230: Microsoft Dynamics 365 Customer Service

    Languages: English

    Retirement date: none

    This exam measures your ability to accomplish the following technical tasks: manage cases and Knowledge Management; manage queues, entitlements, and service-level agreements; implement scheduling; implement Omnichannel for Customer Service; and manage analytics.

    Price based on the country in which the exam is proctored.

    for Microsoft Dynamics 365 Customer Service

    All objectives of the exam are covered in depth so you'll be ready for any question on the exam.

Skills measured

  • The content of this exam was updated on October 2, 2020. Please download the exam skills outline below to see what changed.
  • Manage cases and Knowledge Management (20-25%)
  • Manage queues, entitlements, and service-level agreements (SLAs) (15-20%)
  • Implement scheduling (10-15%)
  • Implement Omnichannel for Customer Service (30-35%)
  • Manage analytics (10-15%)

Download exam skills outline

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There may be certifications and prerequisites related to "Exam MB-230: Microsoft Dynamics 365 Customer Service"

  • MB-200: Microsoft Power Platform + Dynamics 365 Core

    This exam measures your ability to accomplish the following technical tasks: perform discovery, planning, and analysis; manage user experience design; manage entities and data; implement security; implement integration; and perform solutions deployment and testing.

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** Complete this exam before the retirement date to ensure it is applied toward your certification. After the retirement date, please refer to the related certification for exam requirements.