MB-820

The Microsoft MB-820 exam, Microsoft Dynamics 365 Customer Service , is designed to validate your knowledge of implementing and managing Dynamics 365 Customer Service solutions. Here are the main points covered:

Core Knowledge Areas:

• Customer Service Fundamentals:
  • Understand the principles of customer service and its relationship with CRM.
  • Explain the different types of customer service interactions and channels.
  • Recognize the importance of customer service metrics and KPIs.
• Microsoft Dynamics 365 Customer Service Features:
  • Describe the core features and functionalities of Dynamics 365 Customer Service, including:
    • Case Management
    • Knowledge Base
    • Service Activities
    • Omnichannel Engagement
    • Customer Journeys
    • Service Level Agreements (SLAs)
    • Customer Satisfaction (CSAT) Measurement
• Implementing and Configuring Customer Service Solutions:
  • Understand the process of implementing and configuring Dynamics 365 Customer Service.
  • Configure workflows, automations, and business rules to optimize customer service processes.
  • Customize and extend Customer Service features to meet specific business requirements.
• Managing Customer Service Processes:
  • Implement best practices for managing customer service processes.
  • Optimize the use of Dynamics 365 Customer Service features to improve efficiency and effectiveness.
  • Establish and monitor key performance indicators (KPIs) to measure customer service performance.
• Integration & Extensibility:
  • Integrate Dynamics 365 Customer Service with other Microsoft products and third-party applications.
  • Utilize Power Automate, Power Apps, and other tools to extend Customer Service functionality.
  • Understand the integration of Customer Service with other Dynamics 365 modules (Sales, Marketing, etc.).
• Security and Compliance:
  • Implement security measures to protect customer data and ensure compliance with regulations.
  • Configure and manage user permissions and roles within Dynamics 365 Customer Service.
  • Understand data privacy and security best practices related to customer service.

Exam Objectives:

The MB-820 exam objectives are detailed on the Microsoft website, but broadly, they cover:

• Planning and Implementing Customer Service Solutions (25-30%)
• Configuring and Customizing Customer Service (30-35%)
• Managing Customer Service Operations (30-35%)
• Integrating and Extending Customer Service (10-15%)

Preparation Tips:

• Review the Official Exam Guide: Understand the detailed exam objectives and weightage of each topic.
• Utilize Microsoft Learning Resources: Explore the official Microsoft Learning Path for MB-820, including training materials, videos, and practice exams.
• Gain Hands-On Experience: Work with a Dynamics 365 Customer Service environment to gain practical experience with implementation and configuration.
• Practice with Sample Exams: Use practice exams from reputable sources to test your knowledge and identify areas needing improvement.
• Join Community Forums: Engage with other Dynamics professionals and learn from their experiences.

By focusing on the core knowledge areas and preparing thoroughly, you can increase your chances of successfully passing the Microsoft MB-820 exam.