How much MB-230: Microsoft Dynamics 365 Customer Service Exam Cost

The price of the MB-230: Microsoft Dynamics 365 Customer Service exam is $165 USD, for more information related to exam price please visit to Microsoft Training website as prices of Microsoft exams fees get varied country wise.

Omnichannel For Customer Service Implementation: 30-45%

• 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.
• Agent Experience Configuration: This topic measures your skills in creating macros, defining agent scripts, configuring notifications, Quick Responses, as well as sessions & applications.
• 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.
• 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.
• 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.
• 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.

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

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SLA, Entitlements, and Queues Management: 15-20%

• 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.
• 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.
• 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.

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