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Reference: https://www.microsoft.com/en-us/learning/exam-mb-230.aspx
Exam MB-230: Microsoft Dynamics 365 Customer Service
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
Download exam skills outline
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Microsoft MB-230日本語 Exam Syllabus Topics:
| Section | Objectives |
| Manage service level agreements (SLAs) and entitlements | - Entitlements
- 1. Create and manage entitlements
- SLAs configuration
- 1. Track SLA compliance
- 2. Define SLA KPIs
|
| Implement omnichannel for customer service | - Omnichannel setup
- 1. Chat, voice, and messaging configuration
- 2. Routing and work distribution
|
| Configure Dynamics 365 Customer Service | - Manage cases and queues
- 1. Case lifecycle management
- 2. Queue configuration and routing
- Configure customer service applications
- 1. Set up Dynamics 365 Customer Service app
- 2. Configure basic system settings
|
| Analyze and improve customer service insights | - Reporting and dashboards
- 1. Use analytics in Customer Service
|
| Manage cases and knowledge | - Case management
- 1. Automate case routing
- 2. Create and resolve cases
- Knowledge management
- 1. Search and knowledge usage
- 2. Knowledge articles creation and lifecycle
|