MB-230 Dynamics 365 for Customer Service

MB-230 Dynamics 365 for Customer Service

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MB-230 Dynamics 365 for Customer Service exam is for the Microsoft Dynamics 365 for Customer Service Functional Consultant role and the Microsoft Certified: Dynamics 365 for Customer Service Functional Consultant Associate certification. Candidates for this exam are Dynamics 365 Customer Engagement functional consultant with customer service expertise. Candidates are responsible for implementing omnichannel solutions that focus on service, quality, reliability, efficiency, and customer satisfaction. Candidates design and implement service management visualizations and reports provided by and in collaboration with the Solution Architect. Candidates collaborate with the Customer Engagement administrator to implement and upgrade Power platform components, including knowledge base, and Voice of the Customer.

Candidates for MB-230 Dynamics 365 for Customer Service exam must have strong applied knowledge meeting user needs through the Dynamics 365 Customer Service, including an in-depth understanding of cases, knowledge base, queues, entitlements, Service Level Agreements (SLAs), visualizations, and Unified Service Desk. Candidates should understand industry terminology, priorities, standards, methodologies, customer service operations, and best practices. Candidates should include a comprehensive understanding of the Customer Service application’s role in relation to the Dynamics 365 suite of applications along with a basic understanding of the solution architecture and quality assurance.