Study Guide for MB-230 : Microsoft Dynamics 365 Customer Service Functional Consultant

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Overview

As a candidate for this exam, you’re a functional consultant with customer service expertise. You’re responsible for implementing solutions that focus upon:

• Customer service
• Quality
• Reliability
• Efficiency
• Customer satisfaction

You design and implement service management processes and automation in collaboration with solution architects and developers. You coordinate with customer engagement administrators to implement and upgrade customer service components including:

• Omnichannel engagement
• Collaboration
• Knowledge management
• Customer feedback
• Connected services

You must have strong applied knowledge of customer service including in-depth understanding of cases, knowledge management, queues, entitlements, resource scheduling, service-level agreements (SLAs), AI insights and visualizations, connected services, Microsoft Copilot Studio, Customer Service applications, Customer Voice, basic and unified routing, and Omnichannel for Customer Service.

As a functional consultant, your knowledge should include:

• Comprehensive understanding of the customer service application's role in relationship to the Dynamics 365 suite of apps.
• Basic understanding of the solution architecture.

Learning Resources for MB-230

• Self-Paced from Microsoft Learn (Click here to access) [FREE]
• Self-Paced Learning from GTech Learn (Click here to access) [$199.00]
• Classroom Training from GTech Learn (Click here to access) [$1200.00]

Exam Prep Resources for MB-230

• Certification Preparation Quizz from GTech Learn (Click here to access) [FREE]
• Daily Polls/Quizz WhatsApp Group (Click here to access) [FREE]

We are also pleased to grant you access to the below additional learning resources from GTechLearn

Upcoming Events/Webinars

• Upcoming events from Microsoft (Click here to access) [FREE]
• Upcoming events from GTech Learn (Click here to access) [FREE]

Free Fundamental Self-Paced Courses

• PL-900 : Microsoft Power Platform Fundamentals [FREE]
• DP-900 : Microsoft Data Platform Fundamentals [FREE]
• MB-910 : Microsoft Dynamics 365(CRM) Fundamentals [FREE]
• MB-920 : Microsoft Dynamics 365(ERP) Fundamentals [FREE]
• AI-900 : Microsoft AI Fundamentals [FREE]
• SC-900 : Microsoft Security Fundamentals [FREE]

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