MB-920 Practice Test Overview: Your Roadmap to Success
Target Audience: This practice test is designed for aspiring Microsoft Dynamics 365 Customer Service Functional Consultants. It's perfect if you're aiming for roles like Customer Service Consultant, Functional Analyst, or Implementation Specialist.
Total Questions: 60 (This number is an example, adjust to the actual number in your practice test.)
Language: English
Test Focus: This practice test comprehensively covers the key areas of the MB-920 exam. Remember, this is a practice test, not a substitute for official Microsoft documentation.
I. Understanding Dynamics 365 Customer Service Fundamentals:
- A. Core Concepts: Think of this section as laying the groundwork. We'll cover defining Customer Service, its key components within D365, and its overall purpose within a business. Expect questions on the value proposition of a robust customer service system.
- B. Navigation and Interface: This is all about getting comfortable with the system. We're talking menu navigation, finding important features, and understanding the overall user experience. Think of it as learning the layout of a new city before you start exploring.
- C. Security and Permissions: Security's crucial. This section dives into user roles, access levels, and best practices for securing your D365 Customer Service data. Imagine guarding a bank vault – security is paramount.
II. Managing Cases and Interactions:
- A. Case Management: The heart of customer service. Expect questions on creating, updating, resolving, and managing cases efficiently. We'll cover case routing, prioritization, escalation, and more. Consider it like orchestrating a well-oiled machine.
- B. Knowledge Management: Efficient knowledge bases save time and resources. This section tests your understanding of creating, managing, and searching knowledge articles within D365. Think fast access to answers like having a super-powered search engine at your fingertips.
- C. Interactions and Communication: This explores different channels (e.g., email, phone, chat) and how they integrate with D365. We'll also cover Omnichannel for Customer Service basics.
III. Advanced Features and Functionality:
- A. Reporting and Analytics: Understanding your data is key. This section covers creating reports, dashboards, and using analytics to gauge performance and identify areas for improvement. Picture it as using a magnifying glass to pinpoint areas for better performance.
- B. Integrations and Extensions: D365 plays well with others! Expect questions on integrating with other systems and extending functionality through customizations.
- C. Workflows and Automation: This includes configuring and managing workflows to automate tasks and improve efficiency. Automation is like having extra hands to help with repetitive tasks.
IV. Customer Service Implementation and Administration:
- A. Deployment and Configuration: Setting up your D365 Customer Service environment efficiently.
- B. Customization and Personalization: Tailoring the system to meet specific business needs.
- C. Maintenance and Troubleshooting: Keeping the system running smoothly and resolving any issues that may arise.
Disclaimer: This overview is for informational purposes only. The actual MB-920 exam content may vary. Refer to official Microsoft documentation for the most up-to-date and accurate information. Good luck with your preparation!
