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

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

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Microsoft Dynamics 365 Customer Service Functional Consultant (MB-230) Exam

The MB-230 exam is designed for functional consultants specializing in customer service. Professionals in this role are responsible for implementing solutions that focus on:

  • Customer service excellence
  • Quality and reliability
  • Operational efficiency
  • Customer satisfaction

Who Should Take This Exam?

Candidates should have practical experience in customer service, including a solid understanding of:

  • Case management and knowledge management
  • Queues, entitlements, and resource scheduling
  • Service-level agreements (SLAs) and AI insights
  • Visualizations and connected services
  • Microsoft Power Virtual Agents, Customer Service apps, Customer Voice
  • Basic and unified routing, as well as Omnichannel for Customer Service

Functional consultants should also possess:

  • A comprehensive understanding of how the Customer Service application integrates within the Dynamics 365 suite
  • Foundational knowledge of solution architecture

Course Outline 

The Microsoft MB-230 Exam covers the given topics  - 

  • Managing cases, Knowledge Management, and feedback (40–45%)

  • Implementing scheduling and routing (10–15%)

  • Implementing Dynamics 365 Contact Center (20–25%)

  • Extending Customer Service by using Microsoft Power Platform (15–20%)

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

To become Microsoft certified Dynamics 365 Customer Service Functional Consultant Associate you have to pass MB 200 and MB 230 exam.

This exam will cost you $165 USD including the additional taxes.

This is exam is intended for Microsoft Dynamics 365 functional consultants with Customer Service skills.

Microsoft certification contains 40-60 questions which need to be completed in 120 minutes.

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.

In this exam the main highlighted areas are: • Perform configuration (25-30%) • Manage cases and the knowledge base (30-35%) • Manage queues, entitlements, and SLAs (25-30%) • Configure voice of the customer (15-20%)

This exam is best fit for the Microsoft Dynamics 365 functional consultants with having knowledge in 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.

You will get 120 minutes to complete the exam.

In a year the candidate can give exam only five times and after then the candidate is eligible for the exam after 12 months. The 12 months period will start the day of the fifth unsuccessful exam. After giving the first exam if the candidate did not pass then they should have to wait at least a day to give second test.

MB-230 is intended 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 exam, Candidates performs designing and implementation of service management visualizations and reports provided by and in collaboration with the Solution Architect.

Candidates perform designing and implementing service management visualizations and reports provided by and in collaboration with the Solution Architect. Also, candidates collaborate with the Dynamics 365 administrator to implement and upgrade Power platform components, including knowledge base and Forms Pro.

Skilr gives you the option to take a free practice test with different and unique questions before purchasing the complete test.

At Skilr 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.

Skilr training course is designed to give you all of the skill-sets necessary to successfully complete the required projects and help you pass MB-230 exam in your first attempt.

Yes, you will be given access to the practice sets which will be available once you have registered for the course.

Yes you will be provided with full assistance with our team of experts, who keeps on updating the tips and tricks regarding the exam on our blog.