For more info read reference:

Microsoft learning site

To stand a chance of passing any IT certification exam, the candidates must be well conversant with its topics. For the Microsoft MB-230 test, the domains are mentioned below:

• Implement Scheduling (10-15%)

  This knowledge area is about the management of resources and services. To answer the questions from this section, you need to have the skills in configuring work hours, business closures, equipment, and facilities. Also, you need to be able to develop schedule boards and schedule service activities.

• Implement Omnichannel for a Customer Service (30-35%)

  For this broad domain, you need to be able to manage channels, implement Power Virtual Agents, configure the agent and supervisor experience, distribute work, manage channels, and deploy Omnichannel for Customer Service. These areas include your ability to manage queues, configure channels and work streams, as well as escalate conversations to a live agent.

• Manage Analytics (10-15%)

  The last objective that you need to deal with is all about the configuration of Customer Service Insights and creation of visualizations. The learners need to understand how to manage workspaces, design charts, and connect to Customer Service Insights.

• Manage Cases & Knowledge Management (20-25%)

  The first subject area of the exam is about creating and managing cases, implementing the knowledge management, as well as configuring and automating cases. This means that you need to be able to configure cases and merge them, implement Advanced Similarity rules, and configure Status Reason transitions.

• Manage Queues, Entitlements, & SLAs (15-20%)

  Solving the items aligned to this topic, the candidates should have the ability to create and manage queues and entitlements, differentiate queue types, create and manage SLAs, assign an entitlement to a case, manage cases with SLAs, use SLAs on-demand, as well as define and create SLAs.

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

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Who should take the MB-230: Microsoft Dynamics 365 Customer Service Exam

The Microsoft MB-230 Exam certification is an internationally-recognized certification which help to have validation for those professionals who are keen to make their career in Dynamics 365 Customer Service

This exam aspirant are validated on ability to accomplish the following technical tasks: perform configuration; manage cases and the knowledge base; manage queues, entitlements, and SLAs; and configure voice of the customer.These candidates can go for this exam.

• Marketing consultants

Preparation Process for Microsoft MB-230 Exam

Preparation is the most important part of the Microsoft MB-230 exam and the whole certification program that you need to clear. The candidates should be very careful when choosing the resources because the amount of efforts they invested will determine how well they pass the test. Without much ado, here are a handful of tools that you can trust.

• Practice Tests and Sample Papers

  Taking sample papers and practice tests as much as you can is something that will greatly help you pass your MB-230 exam with flying colors. These resources can help the applicants identify their weak portions and loopholes. Every time you finish a practice session, you will be able to improve in your performance. This will definitely increase your chances to ace the actual exam.

• Books

  Books have been and are still the most valued resource for preparation. The students can refer to several guides for the Microsoft MB-230 exam of their choice. You can also pick the ones from the book stores or libraries. There is also an opportunity to choose some e-books if you need them instead of the paperback version. Ensure that the guide you are choosing has all the main points of the syllabus and covers it in detail. The content of the book you are choosing should be easy to understand.

• Microsoft Learning Paths

  The Microsoft learning paths are the official online classes that are made available for the candidates by the vendor. These are made available totally free of cost and they can help a great deal in the preparation process by developing in-depth concepts for all the exam topics.

• Instructor-Led Training

  If you are one of those inquisitive candidates who encounter many doubts, then the instructor-led training is definitely the right choice for you. These interactive sessions are prepared and presented by the world-class experts with the years of experience in the subject matter. The sessions can help the individuals gain the required skills within a shorter time.

• Microsoft Documentation

  Microsoft provides its own documentation to candidates for using it during the exam preparation. Candidates can access the documentation directly from the official site of Microsoft. This is the most reliable source in regards to syllabus authenticity and quality. These materials can serve the candidates as the best options for preparation.

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