The learning path outlined for MB-230 exam includes following modules:
1. Work with cases in Dynamics 365 Customer Service
2. Work with Entitlements and Service level Agreements in D365 Customer Service
3. Work with knowledge management solution in D365 Customer Service
4. Create Surveys within D365 Customer Voice.
However, the skills will be measured against following:
- Manage cases and Knowledge Management (20-25%)
- Manage queues, entitlements, and service-level agreements (SLAs) (15-20%)
- Implement scheduling (10-15%)
- Implement Omnichannel for Customer Service (30-35%)
- Manage analytics (10-15%)
Where can we find study material for Omnichannel for Customer Service as it is not included in learning path for Mb-230 exam.
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