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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