Microsoft Dynamics 365 Customer Service Functional Consultant (MB-230) Exam Questions
Welcoming all aspiring Microsoft Dynamics 365 Customer Service Functional Consultants preparing to take the MB-230 exam! Dive into the official syllabus, engage in insightful discussions, familiarize yourself with the expected exam format, and sharpen your skills with sample questions. Our platform is designed to empower you on your certification journey by providing valuable resources for your preparation. Whether you are aiming to enhance your career prospects or validate your expertise in customer service functionalities, we are here to support your success. Let's embark on this learning adventure together and equip ourselves for triumph in the Microsoft Dynamics 365 realm.
Build Your Career Foundation with Microsoft Dynamics 365 Certification
The Microsoft MB-230 exam is designed for professionals who want to improve their skills in Microsoft Dynamics 365 Customer Service Functional Consultant technology. This Intermediate certification checks your understanding of the main concepts, tools, and best practices. It also tests your ability to use Microsoft Dynamics 365 in real work situations.
The Microsoft Dynamics 365 Customer Service Functional Consultant certification can be a valuable step toward building a strong foundation for your IT career. It helps employers recognize your abilities and gives you a better chance of finding new job opportunities. This certification also helps you stay up-to-date with the latest Microsoft Dynamics 365 Customer Service Functional Consultant exam technologies, tools, and industry standards.
Why Become Microsoft Dynamics 365 Certified?
Stand Out to Hiring Managers
The Microsoft MB-230 certification exam can help demonstrate your knowledge and skills, giving hiring managers a clearer view of your professional capabilities.
Build a Case for Promotions
The Microsoft MB-230 certification can help you demonstrate your skills, strengthen your professional profile, and prepare for new career opportunities.
Higher Job Security
A Microsoft Dynamics 365 Customer Service Functional Consultant credential raises your value, commands higher pay, and makes you hard to replace.
Networking Opportunities
Connect with skilled Microsoft Dynamics 365 Customer Service Functional Consultant professionals in a network that solves problems, shares knowledge, and drives your growth.
Microsoft MB-230 Exam Domains & Weightage
Microsoft MB-230 Exam Details (Official)
| Vendor | Microsoft |
| Exam Code | MB-230 |
| Exam Name | Microsoft Dynamics 365 Customer Service Functional Consultant |
| Certification | Microsoft Dynamics 365 |
Microsoft Dynamics 365 Customer Service Functional Consultant Exam Objectives
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1
1.0 Manage cases in Customer Service (51-55%)
- 1.1Define and configure foundational Customer Service components
- 1.2Implement and monitor record creation and update rules
- 1.3Configure and modify the case resolution experience
- 1.4Configure and manage security roles
- 1.5Configure the timeline control, including records, card forms, and highlights
- 1.6Create and administer knowledge management
- 1.7Configure internal knowledge search capabilities
- 1.8Configure tables for knowledge management
- 1.9Manage translated knowledge articles
- 1.10Integrate and search external knowledge sources
- 1.11Configure AI suggestions and Copilot-led knowledge article creation
- 1.12Manage collaboration
- 1.13Configure Microsoft Teams chat
- 1.14Configure Join a Teams call for specific users
- 1.15Configure suggested contacts in Microsoft Teams, including by using AI and rules-based suggestions
- 1.16Configure Teams collaboration experience
- 1.17Manage agents and Copilot in Service features
- 1.18Configure Ask a Question, including filtering content
- 1.19Configure case, timeline, and conversation summaries
- 1.20Configure Draft a Response
- 1.21Configure the Case Management Agent
- 1.22Integrate agents with Customer Service, including plug-ins and knowledge sources
- 1.23Create and manage SLAs for cases
- 1.24Configure SLA settings
- 1.25Implement actions by using Power Automate
- 1.26Apply SLAs
- 1.27Create and manage SLA items including key performance indicators (KPIs), warning actions, success actions, and applicability
- 1.28Configure a timer control on a form
- 1.29Create SLA KPIs
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2
2.0 Configure representative experience and routing (25-30%)
- Skill 2.1.1: finder models Configure queues Configure routing for records Configure productivity tools Configure scripts, including slugs Create macros Configure the Copilot Service workspace Configure session templates Create experience profiles Configure the Inbox, including creating custom views Configure application tab templates
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3
3.0 Extend Customer Service (15-20%)
- 3.1Configure the data model and UI components
- 3.2Create and configure forms
- 3.3Create and configure views
- 3.4Configure model-driven app components
- 3.5Create and configure columns
- 3.6Configure alerts and in-app notifications
- 3.7Create or modify a table
- 3.8Configure relationships
- 3.9Configure Dataverse search
- 3.10Create and manage email templates
- 3.11Capture customer feedback by using Customer Voice
- 3.12Trigger distribution of a survey
- 3.13Personalize a survey
- 3.14Populate survey results against cases and conversations
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