MB-230 Structure

• The number of questions ranges from 40 to 60.
• It is delivered in English.
• The format of the questions can be multiple-choice, drag and drop, build lists, active screen, etc.
• Candidates can take 180 minutes to complete the final exam.
• The cost of such an exam is $165 based on the country, where the exam is proctored.

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

Microsoft MB-230: Details and Topics

The MB-230 test is available in the English language. The candidates should review the official exam objectives before taking this test. This is because Microsoft regularly updates the exam topics to align with the dynamic evolvement of the industry. To register for this test, the applicants must pay the fee of $165. The formats of the questions that may appear in the exam are multiple choice, case studies, drag and drop, build list, and active screen, among others. The number of questions contained in Microsoft MB-230 is usually between 40 and 60 and the time for their completion is 120 minutes.

Omnichannel For Customer Service Implementation: 30-45%

• 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.
• 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.
• 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.
• 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.

Skills measured

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

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