MB-280 Exam Question Dumps – Our Features
Exam Code: MB-280
Exam Name: Microsoft Dynamics 365 Customer Experience Analyst Exam
Certification(s): Microsoft Dynamics 365
Total Questions: 60 Questions Answers
Latest Updated: Oct 26,2024
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Main Topics of MB-280 Exam

The MB-280 exam, "Microsoft Dynamics 365 Customer Service," assesses your ability to implement and configure Dynamics 365 Customer Service solutions. Here's a breakdown of the main topics and their approximate weight in the exam:

Topic Description Approximate Weight (%)
Customer Service Fundamentals Understanding the core concepts of customer service, including customer journey mapping, customer service strategies, and key performance indicators (KPIs). 15-20%
Customer Service Configuration and Customization Configuring and customizing Dynamics 365 Customer Service features, including cases, entitlements, knowledge management, and service levels. 25-30%
Service Management Processes Implementing and managing customer service processes, such as case management, escalation procedures, and knowledge management. 20-25%
Customer Engagement and Communication Integrating communication channels like email, chat, and social media into Dynamics 365 Customer Service. 15-20%
Reporting and Analytics Utilizing Dynamics 365 Customer Service reports and dashboards to track performance and identify areas for improvement. 10-15%
Integration and Extension Integrating Dynamics 365 Customer Service with other applications and extending functionality using custom code and third-party tools. 5-10%

Note: The exact percentage weight for each topic may vary slightly from exam to exam.

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