Microsoft Customer Service Exam Certification Details:
| Sample Questions | Microsoft Customer Service Sample Questions |
| Passing Score | 700 / 1000 |
| Duration | 120 mins |
| Books / Training | MB-230T01-A: Microsoft Dynamics 365 Customer Service |
| Number of Questions | 40-60 |
| Exam Name | Microsoft Certified - Dynamics 365 Customer Service Functional Consultant Associate |
| Schedule Exam | Pearson VUE |
| Exam Code | MB-230 |
| Exam Price | $165 (USD) |
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.
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Microsoft MB-230 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Implement Microsoft Power Platform integration | 2-6% | - Integrate Power Apps and Power Automate
|
| Topic 2: Implement routing and work distribution | null | - Configure unified routing
|
| Topic 3: Implement Connected Customer Service | 2-6% | - Set up IoT and field service integration |
| Topic 4: Manage entitlements and service level agreements (SLAs) | 15-19% | - Implement SLAs
|
| Topic 5: Manage analytics, visualizations, and insights | 5-9% | - Create and manage dashboards and reports
|
| Topic 6: Implement scheduling | 10-14% | - Configure service scheduling
|
| Topic 7: Manage cases and knowledge management | 51-55% | - Implement knowledge management
|
| Topic 8: Implement Customer Service multi-session experience | 5-9% | - Configure Customer Service workspace
|
