SLA, Entitlements, and Queues Management: 15-20%
- SLAs Creation & Management: The candidates need to demonstrate their skills in creating and defining SLAs, configuring SLA settings, and manually applying SLAs. This domain will also evaluate competence in configuring holiday schedules, configuring customer service schedules, and implementing actions with the use of Power Automate.
- Queues Creation & Management: This subject area requires your competence in configuring queues and entities or queues, performing queue operations, and adding activities & cases to queues.
- Entitlement Creation & Management: This section measures the learners’ skills in configuring entitlements, activating and deactivating entitlements, and creating and defining entitlements. It also covers their skills in renewal or cancelation of an entitlement.
For more info read reference:
Reference: https://www.microsoft.com/en-us/learning/exam-mb-230.aspx
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Introduction to MB-230: Microsoft Dynamics 365 Customer Service Exam
Microsoft MB-230 Exam is a certification exam that is conducted by Microsoft to validates candidate knowledge and skills of Managing cases and knowledge base .
Candidate are in charge of designing and implementing service management visualizations and reports provided by and in collaboration with the Solution Architect. This exam checks competency level on topics such as implementation and upgradation Power platform components,managing entitlements and SLA's . After passing this exam, candidates get a certificate from Microsoft that helps them to demonstrate their proficiency in Dynamics 365 Customer Service to their clients and employers.
Career Path After Acing Microsoft MB-230 Exam
The Microsoft MB-230 exam leads to the associate-level certification. This certificate is all you need to be successful in your field. After earning it, you will be able to apply for several job roles, which also offer a good salary. To be precise, these are the positions you can pursue after getting certified:
- Dynamics Ax Solution Architect.
- Microsoft Dynamics Consultant;
- Microsoft Architect;
- Dynamics Ax Developer;
- Microsoft Dynamics CRM Architect;
Interestingly, all the above-mentioned job titles are paid between $24,807 and $99,751 per year.
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Microsoft MB-230日本語 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Implement Connected Customer Service | 10% | - Configure IoT integration
|
| Implement routing | 10% | - Configure unified routing
|
| Implement Microsoft Power Platform | 10% | - Configure Power Virtual Agents
|
| Manage entitlements and SLAs | 15% | - Create and manage entitlements
|
| Implement multi-session experiences for Customer Service | 20% | - Manage channels
|
| Manage analytics, visualizations, and insights | 10% | - Manage insights
|
| Manage cases and Knowledge Management | 20% | - Manage Knowledge Management
|
| Implement scheduling | 5% | - Manage services
|






