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

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

How much MB-230: Microsoft Dynamics 365 Customer Service Exam Cost

The price of the MB-230: Microsoft Dynamics 365 Customer Service exam is $165 USD, for more information related to exam price please visit to Microsoft Training website as prices of Microsoft exams fees get varied country wise.

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

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The Microsoft Dynamics 365 Customer Service exam MB-230 by code is designed to test one's knowledge of the implementation of omnichannel solutions focused on service, quality, reliability, efficiency, and customer satisfaction.

Microsoft MB-230日本語 Exam Syllabus Topics:

SectionWeightObjectives
Manage cases and knowledge management51-55%- Create and manage cases
  • 1. Configure case types and statuses
    • 2. Implement case routing and queues
      • 3. Manage case hierarchies and relationships
        - Configure Dynamics 365 Copilot for Service
        - Implement knowledge management
        • 1. Create and manage knowledge articles
          • 2. Configure knowledge search and recommendations
            • 3. Integrate knowledge with cases and portals
              Implement Connected Customer Service2-6%- Set up IoT and field service integration
              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 scheduling10-14%- Configure service scheduling
                  • 1. Define service activities and requirements
                    • 2. Implement scheduling rules and availability
                      • 3. Set up resources and resource groups
                        Implement routing and work distribution2-6%- Configure unified routing
                        • 1. Define routing rules and decision trees
                          • 2. Set up workstreams and queues
                            Implement Microsoft Power Platform integration2-6%- Integrate Power Apps and Power Automate
                            • 1. Connect Customer Service with other apps
                              • 2. Create custom forms and workflows
                                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. Configure SLA actions and warnings
                                          • 2. Manage SLA calculations and pauses
                                            • 3. Define SLA KPIs and timelines

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