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Omnichannel For Customer Service Implementation: 30-45%
- 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.
- 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.
- 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.
- 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.
- 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
Microsoft MB-230 certification exam covers various topics related to customer service solutions, including case management, knowledge base management, queues, entitlements, service level agreements, and voice of the customer surveys. These topics are essential for professionals who want to design and implement effective customer service solutions that meet the business requirements and customer needs. MB-230J exam also covers topics such as integration with other applications, reporting and analytics, and security and compliance.
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Microsoft MB-230日本語 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Manage cases and knowledge management | 51-55% | - Create and manage cases
|
| Topic 2: Implement Customer Service multi-session experience | 5-9% | - Configure Customer Service workspace
|
| Topic 3: Implement Connected Customer Service | 2-6% | - Set up IoT and field service integration |
| Topic 4: Manage analytics, visualizations, and insights | 5-9% | - Implement Customer Voice surveys and feedback - Create and manage dashboards and reports
|
| Topic 5: Implement scheduling | 10-14% | - Configure service scheduling
|
| Topic 6: Implement routing and work distribution | 2-6% | - Configure unified routing
|
| Topic 7: Manage entitlements and service level agreements (SLAs) | 15-19% | - Implement SLAs
|
| Topic 8: Implement Microsoft Power Platform integration | 2-6% | - Integrate Power Apps and Power Automate
|








