Domains Distribution

• Manage cases in Customer Service: 108
• Configure representative experience and routing: 56
• Extend Customer Service: 36

Training Materials

Exam guide

• https://learn.microsoft.com/en-us/credentials/certifications/resources/study-guides/mb-230

MSLearn Courses

• https://learn.microsoft.com/en-us/training/modules/agent-productivity-personalization-omnichannel/
• https://learn.microsoft.com/en-us/training/modules/agent-productivity/
• https://learn.microsoft.com/en-us/training/modules/agents-app-profile-manager/
• https://learn.microsoft.com/en-us/training/modules/automate-customer-voice-surveys/
• https://learn.microsoft.com/en-us/training/modules/configure-apple-message-business-google-business-messages/
• https://learn.microsoft.com/en-us/training/modules/create-customer-power-bi-reports/
• https://learn.microsoft.com/en-us/training/modules/create-customer-voice-surveys/
• https://learn.microsoft.com/en-us/training/modules/create-smart-assist-omnichannel/
• https://learn.microsoft.com/en-us/training/modules/customer-service-visualizations/
• https://learn.microsoft.com/en-us/training/modules/embed-surveys/
• https://learn.microsoft.com/en-us/training/modules/enhance-agent-productivity-customer-service-workspace/
• https://learn.microsoft.com/en-us/training/modules/entity-record-routing/
• https://learn.microsoft.com/en-us/training/modules/get-started-customer-service-insights/
• https://learn.microsoft.com/en-us/training/modules/get-started-unified-routing/
• https://learn.microsoft.com/en-us/training/modules/get-started-voice-channel/
• https://learn.microsoft.com/en-us/training/modules/getting-started-omnichannel/
• https://learn.microsoft.com/en-us/training/modules/manage-cases-customer-service-workspace/
• https://learn.microsoft.com/en-us/training/modules/omnichannel-chat/
• https://learn.microsoft.com/en-us/training/modules/omnichannel-power-virtual-agents/
• https://learn.microsoft.com/en-us/training/modules/productivity-tools/
• https://learn.microsoft.com/en-us/training/modules/route-distribute-work/
• https://learn.microsoft.com/en-us/training/modules/schedule-customer-service-scheduling/
• https://learn.microsoft.com/en-us/training/modules/send-customer-voice-surveys/
• https://learn.microsoft.com/en-us/training/modules/setup-customer-service-scheduling/
• https://learn.microsoft.com/en-us/training/modules/sms-channels/
• https://learn.microsoft.com/en-us/training/modules/social-channels/
• https://learn.microsoft.com/en-us/training/modules/use-skill-based-routing/
• https://learn.microsoft.com/en-us/training/modules/work-customer-voice-projects/
• https://learn.microsoft.com/en-us/training/paths/agents-help-customer-service/
• https://learn.microsoft.com/en-us/training/paths/create-surveys/
• https://learn.microsoft.com/en-us/training/paths/get-started-customer-scheduling/
• https://learn.microsoft.com/en-us/training/paths/unified-routing-distribute-work/
• https://learn.microsoft.com/en-us/training/paths/work-customer-service-insights/
• https://learn.microsoft.com/en-us/training/paths/work-customer-service-omnichannel/