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This exam measures your ability to accomplish the following technical tasks: manage cases and Knowledge Management; manage queues, entitlements, and service-level agreements; implement scheduling; implement Omnichannel for Customer Service; and manage analytics.

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The MB-230 exam is intended for individuals who have experience working with Dynamics 365 Customer Service, and are familiar with the customer service module's features and functionality. Candidates are expected to have a strong understanding of customer service business processes and should be able to map these processes to Dynamics 365 Customer Service. Passing the MB-230 exam demonstrates that the candidate has the skills and knowledge required to implement and customize customer service solutions in Microsoft Dynamics 365.

Microsoft MB-230 exam is designed to assess the skills of professionals who wish to become certified as Microsoft Dynamics 365 Customer Service Functional Consultants. Microsoft Dynamics 365 Customer Service Functional Consultant certification is essential for those who aspire to work in customer service or customer relationship management roles within organizations that use Microsoft Dynamics 365. Candidates who pass the MB-230 exam will demonstrate a deep understanding of the Dynamics 365 platform, its features, and how to configure them to deliver outstanding customer service experiences.

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

Skills Measured in MB-230 Exam

The Microsoft Dynamics 365 Customer Service certification exam tests one’s knowledge of customer service. Thus, the candidates should have in-depth knowledge of the industry terminology, standards, customer service operations. They should have solid skills to meet user needs by working with Dynamics 365 customer service. To add more, they should a deep comprehension of knowledge management, SLAs, Power Virtual Agents, Customer Service Insights, as well as Omnichannel for Customer Service.

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