The Microsoft MB-230 Exam, also known as the Microsoft Dynamics 365 Customer Service Functional Consultant certification exam, is designed for professionals who are looking to validate their expertise in implementing and configuring solutions within Dynamics 365 Customer Service
Difficulté
Très facile
Durée
3 mois
Catégories
Machines & Outils
Coût
59 USD ($)
Introduction
Comprehensive Guide to the Microsoft MB-230 Exam
The Microsoft MB-230 Exam, also known as the Microsoft Dynamics 365 Customer Service Functional Consultant certification exam, is designed for professionals who are looking to validate their expertise in implementing and configuring solutions within Dynamics 365 Customer Service. Microsoft MB-230 Exam Practice Test is tailored for those who manage customer service operations and work with customer engagement tools in a business environment. The exam focuses on a range of topics that help professionals optimize customer service operations, improve case management, and enhance service strategies for business growth. Successfully passing the MB-230 exam demonstrates your proficiency in Dynamics 365 and your ability to improve customer experiences through effective management.
Key Exam Topics of the Microsoft MB-230 Exam
The Microsoft MB-230 Exam tests your knowledge across a variety of topics related to customer service functionality in Dynamics 365. Key areas include configuring Dynamics 365 Customer Service, where you'll set up service management, manage case and entitlement settings, and implement knowledge management solutions. The exam also covers managing cases and knowledge articles, ensuring candidates can efficiently handle customer inquiries and create helpful knowledge resources. Additionally, it assesses your ability to implement and manage Service Level Agreements (SLAs) to maintain customer satisfaction. You will be tested on configuring and managing the Customer Service workspace, which is vital for agent productivity, as well as managing omnichannel solutions, integrating communication channels like email, chat, and social media. Finally, the exam evaluates your ability to implement customer insights and analyze service reports to drive improvements in customer service operations.
Career Opportunities After Passing the Microsoft MB-230 Exam
Passing the Microsoft MB-230 Exam unlocks various career opportunities in customer service consulting. With this certification, you can pursue roles such as a Customer Service Functional Consultant, where you will be responsible for implementing and managing Dynamics 365 solutions for organizations. You may also become a Dynamics 365 Specialist, focusing on configuring, optimizing, and providing ongoing support for the platform. As a Business Analyst, you can leverage your knowledge to help businesses improve their customer service strategies through data-driven insights. Additionally, the certification opens doors to roles like IT Consultant for Customer Service Solutions, where you can advise organizations on the best technology solutions to enhance their customer service operations.
Sample Questions
You are configuring a service level agreement (SLA) in Dynamics 365 Customer Service. Which of the following is the primary factor for determining if a case violates an SLA?
A) Case priority
B) Case status
C) Response time
D) Escalation process
Answer: C) Response time
Which of the following tools in Dynamics 365 Customer Service helps an agent to resolve customer issues more effectively by offering predefined solutions and FAQs?
A) Case Management
B) Knowledge Base
C) Omnichannel
D) Customer Insights
Answer: B) Knowledge Base
Top Platform For Exam Preparation
Matériaux
Outils
Étape 1 -
Draft
Français
English
Deutsch
Español
Italiano
Português