| 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: | Dec 16,2024 | ||
| Price: (Discounted) | Was: $85 Now: $59 | ||
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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