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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:

• 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.

• 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 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.

• 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.

• 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.

Skills measured

• Manage cases and Knowledge Management (20-25%)
• Manage analytics (10-15%)
• Implement Omnichannel for Customer Service (30-35%)
• Manage queues, entitlements, and service-level agreements (SLAs) (15-20%)
• Implement scheduling (10-15%)

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Microsoft MB-230 Exam Syllabus Topics:

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

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

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