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Microsoft Dynamics 365 for Customer Service (MB-230) Practice Exam

Microsoft Dynamics 365 for Customer Service (MB-230) 


About Microsoft Dynamics 365 Customer Service MB-230 Certification

MB-230 is designed for Dynamics 365 functional consultants with customer service expertise who are responsible for implementing omnichannel solutions that focus upon service, quality, reliability, efficiency, and customer satisfaction. In this, Candidates design and implement service management visualizations and reports provided by and in collaboration with the Solution Architect.


Who should take the exam?

  • Candidates for this exam must have strong applied knowledge meeting user needs through the Dynamics 365 Customer Service, including in-depth understanding of cases, knowledge base, queues, entitlements, Service Level Agreements (SLAs), visualizations, and Unified Service Desk. 
  • Candidates should understand the industry terminology, priorities, standards, methodologies, customer service operations, and best practices. 
  • Candidates should include a comprehensive understanding of the Customer Service application's role in relationship to the Dynamics 365 suite of applications along with a basic understanding of the solution architecture and quality assurance.


Course Structure

The Microsoft Dynamics 365 for Customer Service (MB-230) Exam covers the following topics - 

The content of this exam was updated on October 2, 2020.

Module 1 - Manage cases and Knowledge Management (20-25%)

Create and manage cases

  • configure cases
  • manage case lists
  • 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

Configure and automate cases

  • implement Advanced Similarity rules
  • implement record creation and update rules
  • implement case routing rules
  • customize the Case Resolution form
  • configure Status Reason transitions
  • configure business process flows
  • capture customer feedback by using Customer Voice

Implement Knowledge Management

  • configure the Knowledge Search control
  • link an article with a case
  • use Knowledge Management to resolve cases
  • manage the Knowledge Management article lifecycle
  • manage Knowledge management articles
  • configure entities for Knowledge Management
  • manage Knowledge article templates
  • implement Knowledge Search
  • enable Relevance Search
  • configure categories and subjects
  • convert cases to knowledge articles

Module 2 - Manage queues, entitlements, and service-level agreements (SLAs) (15-20%)

Create and manage queues

  • describe use cases for each queue type
  • configure queues
  • add cases and activities to queues
  • configure entities for queues
  • perform queue operations

Create and manage entitlements

  • configure entitlements
  • define and create entitlements
  • 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


Module 3 - Implement scheduling (10-15%)

Manage resources

  • configure business closures
  • configure organizational units
  • configure resources
  • configure work hours
  • configure facilities and equipment

Manage services

  • define services
  • schedule a service activity
  • configure fulfillment preferences
  • create a schedule board
  • schedule a service activity by using the schedule board


Module 4 - Implement Omnichannel for Customer Service (30-35%)

Deploy Omnichannel for Customer Service

  • provision Omnichannel for Customer Service
  • define user settings
  • configure application setting
  • manage queues
  • configure skills-based routing

Implement Power Virtual Agents

  • describe Power Virtual Agents components and concepts
  • integrate Power Virtual Agents with Dynamics 365 Customer Service
  • escalate conversations to a live agent

Manage channels

  • describe use cases for the Channel Integration Framework
  • configure channels
  • enable the chat widget on websites
  • configure pre-chat surveys
  • configure proactive chat
  • configure Secure Message Service (SMS)

Distribute work

  • describe difference between entity routing and channel routing
  • configure work streams
  • configure entity routing
  • configure routing values
  • implement context variables

Configure the agent experience

  • create macros
  • define agent scripts
  • configure Quick Responses
  • configure sessions and applications
  • configure notifications

Configure the supervisor experience

  • configure Omnichannel Insights dashboard
  • configure intraday insights
  • customize KPIs for intraday insights
  • enable sentiment analysis

Module 5 - Manage analytics (10-15%)

Configure Customer Service Insights

  • describe capabilities and use cases for Customer Service Insights dashboards
  • connect to Customer Service Insights
  • manage workspaces

Create and configure visualizations

  • configure interactive dashboards
  • design and create charts
  • design reports by using the Design wizard


Exam Pattern 

  • Exam Name: Microsoft Dynamics 365 Customer Service
  • Exam Code: MB-230
  • Number of Questions: 40-60
  • Length of Time:  120 Minutes
  • Registration Fee:$165.00
  • Passing Score: 700 (on a scale of 1-1000)
  • Exam Language English


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