Microsoft Dynamics 365 Customer Service is designed to help businesses manage their customer service operations more efficiently and effectively. It provides a range of tools for managing customer interactions, including case management, knowledge management, and service level agreements (SLAs). It also includes features for automating processes, such as routing cases to the right agent, and for analyzing customer data to identify trends and patterns.
The MB-230 certification exam measures a candidate’s ability to configure and use the features of Microsoft Dynamics 365 Customer Service to meet the needs of their organization. It covers topics such as case management, knowledge management, queues, entitlements, service level agreements (SLAs), and the Voice of the Customer survey tool.
Exam MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant Glossary
Here are some key terms related to Exam MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant:
- Case Management: The process of managing customer inquiries, complaints, and support requests in Microsoft Dynamics 365 Customer Service.
- Entitlements: A set of agreements that specify the level of support a customer is entitled to based on their contract or service agreement.
- Knowledge Management: The process of capturing, storing, and sharing knowledge within an organization to support customer service and other business processes.
- Queues: A tool in Microsoft Dynamics 365 Customer Service that allows support teams to manage and prioritize customer requests.
- Service Level Agreements (SLAs): An agreement between a service provider and a customer that specifies the level of service that will be provided, including response time and resolution time.
- Voice of the Customer (VoC) Survey Tool: A survey tool in Microsoft Dynamics 365 Customer Service that allows organizations to collect customer feedback and use it to improve their services.
- Workflows: A set of automated actions that can be triggered by specific events or conditions in Microsoft Dynamics 365 Customer Service.
- Service Intelligence: The use of data analytics and business intelligence tools to gain insights into customer service performance and identify areas for improvement.
- Omni-Channel Engagement Hub: A tool in Microsoft Dynamics 365 Customer Service that allows organizations to engage with customers across multiple channels, including email, social media, and chat.
- Unified Service Desk: A tool in Microsoft Dynamics 365 Customer Service that provides a customizable interface for managing customer interactions and support requests.
Exam MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant Study Guide
Here are some resources related to Exam MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant:
- Microsoft Learn: Microsoft’s official learning platform, which provides free online courses and resources for preparing for the MB-230 exam. It covers topics such as case management, entitlements, knowledge management, service level agreements, and more.
Link: https://docs.microsoft.com/en-us/learn/certifications/exams/mb-230
- Microsoft Dynamics 365 Customer Service documentation: The official documentation for Microsoft Dynamics 365 Customer Service, which includes information on features, capabilities, and configuration options.
Link: https://docs.microsoft.com/en-us/dynamics365/customer-service/
- Microsoft Dynamics 365 Community: An online community of Microsoft Dynamics 365 users and experts, where you can ask questions, share knowledge, and learn from others.
Link: https://community.dynamics.com/
- Exam MB-230 Study Group: A study group on the Microsoft Dynamics 365 Community website, where you can connect with other exam takers, share study materials, and ask questions.
Link: https://community.dynamics.com/365/cs/f/exam-mb-230-study-group
Exam MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant Exam Tips and Tricks
Here are some tips and tricks for preparing for Exam MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant:
- Understand the exam objectives: The first step to preparing for any exam is to understand the exam objectives. This will help you identify the topics you need to study and focus your preparation efforts.
- Use official study materials: Microsoft provides official study materials for the MB-230 exam, such as the Microsoft Learn courses and the Microsoft Dynamics 365 Customer Service documentation. These materials are designed to align with the exam objectives and provide a comprehensive overview of the topics covered in the exam.
- Take practice exams: Practice exams can help you assess your readiness for the MB-230 exam and identify areas where you need to focus your study efforts. Microsoft provides official practice exams for the MB-230 exam, which can be purchased through the Microsoft certification website.
- Hands-on experience: One of the best ways to prepare for the MB-230 exam is to gain hands-on experience with Microsoft Dynamics 365 Customer Service. This will help you develop a deeper understanding of the features and functionality of the platform and prepare you for the types of scenarios you may encounter in the exam.
- Join study groups: Joining study groups can be a great way to connect with other exam takers, share study materials, and ask questions. The Microsoft Dynamics 365 Community website has a dedicated study group for the MB-230 exam, where you can connect with other exam takers and share resources.
- Manage your time: The MB-230 exam is timed, so it’s important to manage your time effectively during the exam. Make sure you have a good understanding of the exam structure and allocate your time accordingly to ensure you have enough time to answer all of the questions.
Exam details
Beginning with the exam details, the Exam MB-230 consists of almost 40-60 questions which have to be answered in 120 minutes. The cost of taking the exam is $165 however, the prices may vary from place to place. Candidates must note that that the MB-230 exam questions must be expected in different formats like multiple choice, multiple select, case studies and fill in the blanks.
The Exam MB-230 is available in English language. You can take the exam through online mode by creating an account with Microsoft. However, there are no prerequisites for the exam. You must obtain at least 700 points on a scale of 1000 in order to pass the exam.
| Exam Name | Microsoft Dynamics 365 for Customer Service |
| Exam Code | MB230 |
| Exam Duration | 120 min |
| Exam Format | Multiple Choice and Multi-Response Questions |
| Exam Type | Microsoft Dynamics 365 |
| Number of Questions | 40-60questions |
| Eligibility/Pre-Requisite | NIL |
| Exam Fee | $165 USD |
| Exam Language | English |
| Pass Score | 700 (on a scale of 1-1000) |
Course Outline of MB-230 Exam
The MB 230 Exam Topics are:
Manage cases and Knowledge Management (15-20%)
Create and manage cases
- configure cases (Microsoft documentation: Managing cases with Dynamics 365 Customer Service )
- manage case (Microsoft documentation: Managing cases with Dynamics 365 Customer Service )
- create and search for case records (Microsoft documentation: Introduction to Customer Service app )
- convert activities to cases (Microsoft documentation: Add an activity to a case )
- perform case resolution (Microsoft documentation: Configurable case resolution page )
- Manage parent/child cases (Microsoft documentation: Define parent and child case settings )
- merge cases (Microsoft documentation: Merge similar cases )
- set autonumbering for customer service entities
Define and configure foundational Customer Service components
- implement Advanced Similarity rules
- implement record creation and update rules(Microsoft documentation: Automatically create or update records in Customer Service Hub )
- Configure and modify the Case Resolution dialogue
- Configure Status Reason transitions
- configure business process flows (Microsoft documentation: Business process flows overview, Create a business process flow to standardize processes )
- Configure categories and subjects
- Configure document management
- Configure basic and enhanced Teams integration
- Configure security roles
- Describe the Customer Service app interfaces
Create and administer Knowledge Management
- Configure internal Knowledge Search capabilities
- Resolve cases by using Knowledge articles (Microsoft documentation: Convert a case to a Knowledge article )
- manage the Knowledge Management article lifecycle
- Manage Knowledge article content and templates
- Configure tables for Knowledge Management
- Translate Knowledge articles
- Manage Knowledge article feedback
- Integrate and search external Knowledge sources
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 Customer Satisfaction Score and Net Promoter Score
Manage entitlements and SLAs (1-5%)
Create and manage entitlements
- Configure and apply entitlements (Microsoft documentation: Create and manage entitlements in Microsoft Dynamics 365 Customer Service )
- Define and create entitlements including products, channels, contacts, allocations, and SLAs
- manage entitlement templates(Microsoft documentation: Use entitlement templates to set up entitlements quickly )
- activate and deactivate entitlements (Microsoft documentation: Activate or deactivate an entitlement )
- renew or cancel an entitlement (Microsoft documentation: Renew an entitlement, Cancel an entitlement )
Create and manage SLAs
- define and create SLAs (Microsoft documentation: Define service-level agreements )
- configure SLA settings (Microsoft documentation: Case SLAs )
- configure a holiday schedule (Microsoft documentation: Create and manage holiday schedules )
- configure a customer service schedule (Microsoft documentation: Create customer service schedule )
- implement actions by using Power Automate (Microsoft documentation: Send a survey by using Power Automate )
- Apply SLAs
- Create and manage SLA items including key performance indicators (KPIs), warning actions, success actions, and applicability
- Configure a timer control on a form
- Enable tables for enhanced SLAs
Implement scheduling (10-15%)
Configure service scheduling
- configure business closures (Microsoft documentation: Set when your business is closed (Customer Service app) )
- configure resources
- configure work hours (Microsoft documentation: Set work hours to define availability )
- configure facilities and equipment (Microsoft documentation: Set work hours for a facility or equipment )
- Configure resource categories and characteristics
- Configure resource groups
- Configure sites
- Define services
- Configure fulfillment preferences
Implement schedule boards
- Identify features and uses for Booking Requirements view
- Schedule service activities
- Reassign and reschedule service activities
Manage schedule boards
Implement Universal Resource Scheduling (URS)
- Describe use cases for URS
- Describe the role of resource requirements in scheduling
- Enable scheduling for a table
- Manage the work hours calendar for requirements
Implement multi-session experiences for Customer Service (30–35%)
Deploy Omnichannel for Customer Service
- Configure workstreams
- Implement security roles for omnichannel
- Configure user settings
Manage channels
- Configure a chat widget
- Configure pre-chat surveys
- Configure proactive chat (Microsoft documentation: Configure proactive chat )
- Configure the voice channel
- Configure the chat channel
- Configure the record-based channel
Configure agent productivity tools
- Configure quick replies
- Configure agent scripts (Microsoft documentation: Guide agents with scripts )
- Create macros (Microsoft documentation: Create a macro )
- Enable the productivity pane
Configure agent workspaces
- Configure notifications
- Configure session templates
- Create agent experience profiles
- Configure the Agent Inbox
- Configure application tabs
Configure agent productivity AI capabilities
- Enable AI suggestions for similar cases
- Enable AI-suggested descriptions and keywords
- Enable Smart Assist
- Configure real-time customer sentiment
- Configure AI suggestions for contacts in Microsoft Teams
Manage analytics, visualizations, and insights (10–15%)
Configure Insights
- Configure historical analytics
- Configure topic clustering
- Configure Knowledge search analytics
Create and configure visualizations and reports
- Configure single-stream and multi-stream interactive dashboards
- Design and create customer service charts
- Personalize native Power BI reports
Configure Omnichannel Insights
- Configure the 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 and configure columns
- Configure Microsoft Excel and Word templates
- Configure alerts and in-app notifications
- Describe Microsoft Dataverse security concepts
- Configure column mappings on table relationships
Create custom apps
- Create task-specific canvas apps and custom pages
- Embed apps in Dynamics 365 Customer Service
- Create Microsoft Power Pages websites
Implement Power Virtual Agents for Customer Service
- Describe Power Virtual Agents components and concepts
- Integrate Power Virtual Agents with Dynamics 365 Customer Service
- Create and manage bots including chat and voice
- Implement Power Virtual Agents as a post-call survey
Implement Connected Customer Service (1–5%)
Describe Connected Customer Service
- Describe IoT components
- Identify use cases for Connected Customer Service
- Describe security roles for Connected Customer Service
Create and manage IoT devices
- Manage IoT devices
- Interact with IoT devices
- Associate devices with customer accounts
- Categorize devices
Implement routing (10–15%)
Configure routing
- Configure work classification and assignments including rules
- Configure user attributes including capacity profiles
- Implement Basic Case Routing rules
- Configure Routing Rulesets
- Describe 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
How to prepare for MB-230, Microsoft Dynamics 365?
Preparation for an exam is no less than a challenge. There goes a lot of hard work, determination and consistency for you to achieve your dream of becoming Microsoft certified Dynamics 365 Customer Service Functional Consultant Associate.
This MB-230 Study Guide will provide you with all the necessary details and resources to commence your journey into this exam.
Go through the official guide
So the first step in this guide would begin with reviewing official guide and the course content to have a clear view of the exam. Familiarising yourself with all the objectives and course domains of the exam is an important step before moving forward with your preparations.Devote enough time to each topic and have in depth knowledge of the subject by tailoring your study focus around the course domains. You must have all the objectives of the exam in your mind before commencing the preparations.
Books and study Resources
Books have always been the best way to prepare for any exam. They provide great explanation and in depth knowledge about each topic. You can refer to various books for the MB-230 exam. For your guidance you can refer to – MB-230 Exam Book.
Strategize a time schedule
Strategizing a time schedule for your preparations is the next step. Try to begin early and devise a plan. Start by strengthening your weaker areas and dedicate enough amount of time for your preparations daily to maintain consistency.
Online Training
Microsoft offers various online learning platforms for you to polish your skills and validate them. Hence you can choose from Microsoft Learn MB-230:
- Firstly, LEARNING PATH-Work with cases in Dynamics 365 Customer Service
- Secondly, LEARNING PATH- Work with entitlements and service level agreements in Dynamics 365 Customer Service
- Additionally, LEARNING PATH- Voice of the Customer for Dynamics 365
Instructor led training
Microsoft also offers you instructor led training courses to gain the skills needed for this certification. Their team of globally recognized experts take students step by step, from creating cases, to interacting with customers, to resolving those cases. Once those cases are resolved, you will learn from data analysis the key details to help resolve similar cases faster or avoid new issues altogether.
Therefor this instructor led courses prove to be a golden opportunity to learn from Microsoft.
Join a community
A study group or community can be a critical part of your preparation plan. You get to learn from the experience of others. Also you get to join other candidates appearing for the same exam.
Take up Practice tests
Practice makes a man perfect and hence mock tests are a must for all preparations. They help you identify your weaker areas. They provide a real exam environment and act as a check on your preparations. Therefore try attempting as many practice tests as you can, and pass with flying colours.
Our experts at Testprep Training have designed special practice tests for the exam to provide you with the genuine exam experience. You will get a Unique sets of questions shuffled with different levels which will help you check your skills and weak areas. Doing these questions will increase your knowledge to score better in the exam. You can access the MB-230 Practice Tests from Testprep Training Tests
On the exam day
The exam day can be really stressful. It surely will make you anxious and full of nervousness. But remember, for the exam it is essential to be in the best state of mind. Limit your distractions as that may affect your performance. Have trust in your preparations and believe in your instincts. You will surely pass with flying colours.
To summarise
Microsoft certifications are among the most highly regarded in the IT field. They validate your skills with a globally-recognised badge of honour, and also illustrate your commitment to your profession. These certifications provide you can extra edge over your competitors.
Always remember that preparations need time so begin early. You improve and learn during your journey and this broadens your knowledge. The MB-230 exam helps you differentiate yourself. Follow our preparatory guide and advance your career by earning a certification to your expertise as a Functional Consultant. Your dream job is only a few tests away.
