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Elevate Your Skills with MB-230

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What is the Microsoft MB-230 Certification?

The MB-230 exam validates your skills and knowledge as a Microsoft Dynamics 365 Customer Service Functional Consultant Associate.  It assesses your ability to design and implement customer service solutions using D365 CS features.  Earning this certification demonstrates your proficiency in:

Case Management and Knowledge Management: Effectively configuring case routing, workflows, and knowledge articles for efficient issue resolution.

Entitlements and Service Level Agreements (SLAs): Establishing clear service expectations by defining entitlements and monitoring SLA adherence.

Customer Service Scheduling: Optimizing customer service scheduling through appointment booking and resource management.

Omnichannel Customer Service: Delivering seamless customer experiences across various communication channels.

Customer Service Analytics and Insights: Utilizing data to MB-230 gain valuable insights into customer service performance and identify areas for improvement.

Microsoft Power Platform Integration: Leveraging Power Automate and Power Apps to automate tasks and extend D365 CS functionalities.

Connected Customer Service: Integrating D365 CS with external systems for a unified customer view.

Routing and Work Distribution: Optimizing case routing based on skills, availability, and workload to ensure efficient case resolution.

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