How to Register For Exam MB-230: Microsoft Dynamics 365 Customer Service?

Exam Register Link: https://examregistration.microsoft.com/?locale=en-us&examcode=MB-230&examname=Exam%20MB-230:%20Microsoft%20Dynamics%20365%20for%20Customer%20Service&returnToLearningUrl=https%3A%2F%2Fdocs.microsoft.com%2Flearn%2Fcertifications%2Fexams%2Fmb-230

Skills Measured

MB-230 test assesses the candidates in the following skills areas:

• Knowledge and case management
• Implementing scheduling
• Managing entitlements, queues, and service-level agreements (SLAs)
• Managing analytics
• Omnichannel for customer service

The first topic aims at assessing the learner's knowledge of the creation, management, configuration, and automation of cases. Thus, you will have to know how to monitor case lists, look for case records, merge various cases, transform activities into cases, and set autonumbering. In addition, you will have to execute Advanced Similarity rules, tailor the Case Resolution form, compose Status Reason transitions, and receive feedback by using Customer Voice. What is more, this part also assesses the candidates' ability to implement knowledge management in real-world scenarios. So, candidates need to master such terms as the knowledge search control, relevance search, knowledge article templates, etc.

The key management concerns in the second domain include the queues, entitlements, and SLAs. Under the management of SLAs, the candidate must have profound knowledge of the definition, creation, configuration, implementation, and manual application of SLAs into a system. More so, a clear description of the components that make up the SLA is needed. When it comes to monitoring queues and entitlements, this portion will emphasize the configuration of queues, adding activities to them, accomplishing queue operations, controlling entitlement templates, and cancelling an entitlement.

Within the third tested area, a candidate will be required to learn how to perform tasks such as the configuration of business closures, resources, work hours, equipment, facilities, etc. Besides, applicants will need to learn how to determine and schedule services, arrange fulfillment preferences, and make up a schedule board.

The next segment is concerned with the implementation of omnichannels mainly for customer service. Thus, the candidate should be able to deploy an omnichannel using a set of standards steps from the definition of user settings to configuring skills-based routing. The implementation of Power Virtual Agents is also one of the core parts of this area. Lastly, the candidate should gain hands-on skills in distributing work, and configuring both the agent experience & the supervisor experience. All in all, with such a domain, you'll master such concepts as the Channel Integration Framework, Secure Message Service, pre-chat surveys, context variables, Quick Responses, and Omnichannel Insights.

The last sector aims at assessing the candidate's knowledge in managing analytics. It involves the configuration of customer service insights, which include the description of use cases and capabilities for customer insights. It also extends to the creation and configuration of visualizations with a focus on interactive dashboards, the Design wizard, and the creation of charts.

Career Prospects

Earning a certification is a surefire step in your career. The most important thing is to ensure that you are always updated with the major changes taking place in the industry. The Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate is just a starting point for your career, which opens doors to many opportunities for you. Thus, with such a certificate, you will stand a chance to get the role-based expert certification like the Microsoft Certified: Dynamics 365 + Power Platform Solution Architect Expert.

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

Microsoft MB-230: Positions and Salary

To obtain the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification, one must pass the MB-230 test and the associated exam known under the codename PL-200. With this certificate, the candidates can work as a Functional Consultant. Other job roles that are available for these individuals include a CRM Solution Architect, a Dynamics Developer, a Dynamics Technical Specialist, a Microsoft Dynamics Finance Functional Analyst, and a Pre Sales CRM Solution Architect, among others. The salary outlook for these positions is an average of $69,000 per annum.

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