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Schedule exam

Languages: English

Retirement date: none

This exam measures your ability to accomplish the following technical tasks: manage cases and Knowledge Management; manage queues, entitlements, and service-level agreements; implement scheduling; implement Omnichannel for Customer Service; and manage analytics.

Skills measured

• Implement scheduling (10-15%)
• Implement Omnichannel for Customer Service (30-35%)
• Manage analytics (10-15%)
• Manage cases and Knowledge Management (20-25%)
• Manage queues, entitlements, and service-level agreements (SLAs) (15-20%)

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

Scheduling Implementation: 10-15%

• Resources Management: This topic requires your expertise in configuring resources, business closures, organizational units, work hours, and equipment and facilities.
• Services Management: The test takers will need to demonstrate their skills in defining services, scheduling service activities, and configuring fulfillment preferences. They will also need to show their expertise in a scheduling service activity with schedule boards and creating the schedule boards.

The Microsoft MB-230 exam, which is also known as Microsoft Dynamics 365 Customer Service, is one of the prerequisite tests for earning the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification. It is required that you pass it along with Microsoft PL-200 in order to get certified.

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