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Omnichannel For Customer Service Implementation: 30-45%

• Supervisor Experience Configuration: The learners need to demonstrate their skills in enabling sentiment analysis, customizing KPI or intra-day insight, as well as configuring intra-day insights and Omnichannel Insights dashboard.
• Omnichannel for Customer Service Deployment: This subtopic will evaluate the skills of the applicants in managing queues and defining user settings. It will also measure competence in configuring skill-based routing, configuring application settings, and provisioning Omnichannel for Customer Service.
• Channels Management: This subdomain equips the examinees with the skills needed to configure channels, pre-chat surveys, Secure Message Service, and proactive chat. It also requires their experience in explaining the use cases for Channel Integration Frameworks and enabling chat widgets on the websites.
• Power Virtual Agents Implementation: The individuals should learn how to explain the concepts and components of Virtual Agents. They also need the skills in integrating Power Virtual Agents and Dynamics 365 Customer Service. Additionally, they should be able to escalate a conversation to a live agent.
• Agent Experience Configuration: This topic measures your skills in creating macros, defining agent scripts, configuring notifications, Quick Responses, as well as sessions & applications.
• Work Distribution: The candidates need to possess competence in configuring workstreams, routing values, and entity routing. Additionally, they should be able to demonstrate their expertise in implementing context variables and explaining the variations between channel routing and entity routing.

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Microsoft MB-230 exam is intended for professionals who have experience in customer service management and want to enhance their skills further. MB-230 exam is suitable for individuals who are interested in working for organizations that use Microsoft Dynamics 365 as their customer service management system. Passing MB-230 exam will validate your knowledge and skills in customer service management and showcase your expertise to potential employers.

The MB-230 Certification Exam covers a range of topics related to customer service, including configuring customer service apps, managing cases and knowledge articles, configuring entitlements and queues, integrating channels and tools, and designing and implementing customer service analytics. MB-230 exam is designed to test your knowledge and skills in these areas, and you will need to demonstrate your ability to apply your knowledge to real-world customer service scenarios. If you are interested in pursuing a career as a Microsoft Dynamics 365 Customer Service Functional Consultant, the MB-230 Certification Exam is a great place to start.

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

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