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Reference: https://www.microsoft.com/en-us/learning/exam-mb-230.aspx
Analytics Management: 10-15%
- Customer Service Insights Configuration: This section requires one’s knowledge of use cases and capabilities of Customer Service Insights dashboards. It also measures the skills in managing workspaces and connecting to Customer Service Insights.
- Visualization Creation & Configuration: The candidates need to possess the expertise in designing and creating charts and reports with the use of Design wizard. This subtheme will also evaluate the competence of the examinees in configuring interactive dashboards.
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Microsoft MB-230 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Implement Microsoft Power Platform integration | 2-6% | - Integrate Power Apps and Power Automate
|
| 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% | - Create and manage dashboards and reports
|
| Topic 5: Implement routing and work distribution | null | - Configure unified routing
|
| Topic 6: Manage cases and knowledge management | 51-55% | - Create and manage cases
- Implement knowledge management
|
| Topic 7: Manage entitlements and service level agreements (SLAs) | 15-19% | - Implement SLAs
|
| Topic 8: Implement scheduling | 10-14% | - Configure service scheduling
|
