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The MB-230: Microsoft Dynamics 365 Customer Service practice exam is designed to help candidates prepare for and pass the Microsoft MB-230 exam.
Candidates must have strong applied knowledge of customer service, including: understanding industry terminology, priorities, standards, methodologies, customer service operations, and best practices.
They must have strong applied knowledge of meeting user needs through Dynamics 365 customer service, including in-depth understanding of cases, knowledge management, queues, entitlements, resource scheduling, Service Level Agreements (SLAs), visualizations, connected services, Customer Service Insights, Power Virtual Agents, and Omnichannel for Customer Service.
Their knowledge should include a comprehensive understanding of the customer service application's role in relationship to the Dynamics 365 suite of applications along with a basic understanding of the solution architecture and quality assurance.
They should be able to implement and design service management visualizations and reports provided by and in collaboration with the solution architect. They collaborate with the customer engagement administrator to implement and upgrade Power Platform components, including knowledge management, customer feedback, and connected services.
This exam counts towards this certification:
-Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate