Use this quick start guide to collect all the information about Microsoft Customer Service (MB-230) Certification exam. This study guide provides a list of objectives and resources that will help you prepare for items on the MB-230 Microsoft Dynamics 365 Customer Service Functional Consultant exam. The Sample Questions will help you identify the type and difficulty level of the questions and the Practice Exams will make you familiar with the format and environment of an exam. You should refer this guide carefully before attempting your actual Microsoft Customer Service certification exam.
The Microsoft Customer Service certification is mainly targeted to those candidates who want to build their career in Microsoft Dynamics 365 domain. The Microsoft Certified - Dynamics 365 Customer Service Functional Consultant Associate exam verifies that the candidate possesses the fundamental knowledge and proven skills in the area of Microsoft Customer Service.
Microsoft Customer Service Exam Summary:
| Exam Name | Microsoft Certified - Dynamics 365 Customer Service Functional Consultant Associate |
| Exam Code | MB-230 |
| Exam Price | $165 (USD) |
| Duration | 120 mins |
| Number of Questions | 40-60 |
| Passing Score | 700 / 1000 |
| Books / Training | MB-230T01-A: Microsoft Dynamics 365 Customer Service |
| Schedule Exam | Pearson VUE |
| Sample Questions | Microsoft Customer Service Sample Questions |
| Practice Exam | Microsoft MB-230 Certification Practice Exam |
Microsoft MB-230 Exam Syllabus Topics:
| Topic | Details |
|---|---|
Manage cases and knowledge management (25-30%) |
|
| Create and manage cases |
- Configure cases - Manage cases - Create and search for case records - Convert activities to cases - Perform case resolution - Implement parent/child cases - Merge cases - Set autonumbering for customer service entities |
| Define and Configure foundational Customer Service components |
- Implement advanced similarity rules - Implement record creation and update rules - Configure the Case Resolution form - Configure status reason transitions - Configure business process flows - Configure categories and subjects - Configure document management - Configure basic and enhanced Teams integration |
| Create and administer Knowledge Management |
- Configure the Knowledge Search capabilities - Use Knowledge articles to resolve cases - Manage the Knowledge article lifecycle - Manage Knowledge article content and templates - Configure tables for knowledge management - Convert cases to knowledge articles - Enable AI suggested Descriptions and Keywords |
| Capture customer feedback by using Customer Voice |
- Create a survey - Describe survey elements including question types - Apply formatting and branding to a survey - Trigger distribution of a survey - Describe and analyze survey results including CSAT and Net Promoter Score (NPS) |
Manage entitlements and SLAs (5-10%) |
|
| Create and manage entitlements |
- Configure and apply entitlements - Define and create entitlements including products, channels, contacts, allocations, and service-level agreements - Manage entitlement templates - Activate and deactivate entitlements - Renew or cancel an entitlement |
| Create and manage SLAs |
- Define and create service-level agreements (SLAs) - Configure SLA settings - Configure a holiday schedule - Configure a customer service schedule - Implement actions by using Power Automate - Manage cases that are associated with SLAs - Manually apply an SLA - Create and manage SLA items including KPIs, warning actions, success actions, and applicability |
Implement scheduling (5-10%) |
|
| Manage resources |
- Define business closures - Configure organizational units - Configure resources - Configure work hours - Configure facilities and equipment - Configure resource categories and characteristics |
| Manage services |
- Define services - Schedule a service activity - Configure fulfillment preferences |
Implement multi-session experiences for Customer Service (20-25%) |
|
| Deploy Omnichannel for Customer Service |
- Provision Omnichannel for Customer Service - Configure application settings including data masking, operating hours, authentication settings, self-service settings, and sentiment analysis - Configure work streams - Configure routing values - Implement context variables - Implement security roles for omnichannel |
| Manage channels |
- Configure channels - Enable the chat widget on websites - Configure pre-chat surveys - Configure proactive chat - Configure the voice channel |
| Configure agent productivity tools |
- Configure quick replies - Configure agent scripts - Enable Smart Assist - Create macros |
| Configure agent workspaces |
- Configure notifications - Configure session templates - Create app profiles - Configure Agent Inbox |
Manage analytics and insights (10-15%) |
|
| Configure Insights |
- Configure Customer Service historical analytics - Configure topic clustering - Configure knowledge search analytics |
| Create and configure visualizations and reports |
- Configure tier 1 and tier 2 interactive dashboards - Design and create customer service charts - Design reports by using the Report Wizard |
| Configure Omnichannel Insights |
- Configure Omnichannel Insights dashboard - Configure intraday insights - Customize KPIs for intraday insights - Enable sentiment analysis |
Implement Microsoft Power Platform (5-10%) |
|
| Configure model-driven apps |
- Create and configure forms - Create and configure views - Configure site maps |
| Create custom apps |
- Create task-specific canvas apps and custom pages - Embed apps in Dynamics 365 Customer Service - Create a custom portal to support customer service processes |
| Implement Power Virtual Agents with Dynamics 365 Customer Service |
- Describe Power Virtual Agents components and concepts - Integrate Power Virtual Agents with Dynamics 365 Customer Service - Escalate conversations to a live agent - Create and manage bots including chat and voice - Implement Power Virtual Agents as a post-call survey |
Implement Connected Customer Service (5-10%) |
|
| Describe Connected Customer Service |
- Describe IoT components - Identify use cases for Connected Customer Service - Configure Power Automate rules to create IoT Alerts from IoT Central - Configure security roles for Connected Customer Service |
| Describe device management options |
- Manage IoT devices - Interact with IoT devices |
Implement routing (5–10%) |
|
| Configure routing |
- Configure work classification and assignments including rules - Configure user attributes including capacity profiles - Implement Basic Case Routing rules - Configure Routing Rulesets - Describe different unified routing options - Configure skills-based routing and Skills Finder - Configure diagnostics |
| Create and manage queues |
- Differentiate queue types - Configure queues - Add records to queues - Configure tables for queues - Perform queue operations including pick, release, remove, and delete operations |
To ensure success in Microsoft Customer Service certification exam, we recommend authorized training course, practice test and hands-on experience to prepare for Microsoft Dynamics 365 Customer Service Functional Consultant (MB-230) exam.