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

• Customer service
• Quality
• Reliability
• Efficiency
• Customer satisfaction

• Omnichannel engagement
• Collaboration tools
• Knowledge management systems
• Customer feedback mechanisms
• Integration with connected services

Who should take the exam?

• A comprehensive comprehension of the customer service application's function within the Dynamics 365 suite of applications.
• Fundamental knowledge of solution architecture.

Exam Details

• Exam Code: MB-230
• Exam Name: Microsoft Dynamics 365 Customer Service Functional Consultant
• Exam Languages: English, German, French, Spanish, Portuguese (Brazil), Italian, Japanese, Chinese (Simplified)
• Exam Questions: 40-60 Questions
• Passing Score: 700 or greater (On a scale 1 - 1000)

Course Outline 

• Configure cases
• Manage cases
  
• Create and search for case records
  
• Convert activities to cases
  
• Perform case resolution
  
• Manage parent/child cases
  
• Merge cases
  
• Set autonumbering for customer service entities
  

• Implement Advanced Similarity rules
• Implement record creation and update rules
  
• Configure and modify the Case Resolution dialogue
  
• Configure Status Reason transitions
  
• Configure business process flows
  
• Configure categories and subjects
  
• Configure document management
  
• Configure basic and enhanced Teams integration
• Configure security roles
• Describe the Customer Service app interfaces

• Configure internal Knowledge Search capabilities
• Resolve cases by using Knowledge articles
• Manage the Knowledge 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

• 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
  

• Configure and apply entitlements
• Define and create entitlements including products, channels, contacts, allocations, and SLAs
  
• Manage entitlement templates
  
• Activate and deactivate entitlements
  
• Renew or cancel an entitlement
  

• Define and create SLAs
• Configure SLA settings
• Configure a holiday schedule
• Configure a customer service schedule
• Implement actions 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
  

• Define business closures
• Configure resources
• Configure work hours
• Configure facilities and equipment
• Configure resource categories and characteristics
• Configure resource groups
• Configure sites
• Define services
• Configure fulfillment preferences

• Identify features and uses for Booking Requirements view
• Schedule service activities
• Reassign and reschedule service activities

• Describe use cases for multiple schedule boards
• Configure schedule boards
• Customize schedule boards

• 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

• Configure workstreams
• Implement security roles for omnichannel
• Configure user settings

• Configure a chat widget
• Configure pre-chat surveys
  
• Configure proactive chat
  
• Configure the voice channel
  
• Configure the chat channel
  
• Configure the record-based channel
  

• Configure quick replies
• Configure agent scripts
  
• Create macros
  
• Enable the productivity pane
  

• Configure notifications
• Configure session templates
  
• Create agent experience profiles
  
• Configure the Agent Inbox
• Configure application tabs

• 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

• Configure historical analytics
• Configure topic clustering
• Configure Knowledge search analytics

• Configure single-stream and multi-stream interactive dashboards
• Design and create customer service charts
  
• Personalize native Power BI reports
  

• Configure the Omnichannel Insights dashboard
• Configure intraday insights
  
• Customize KPIs for intraday insights
  
• Enable sentiment analysis
  

• 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
• Configure column mappings on table relationships

• Create task-specific canvas apps and custom pages
• Embed apps in Dynamics 365 Customer Service
• Create Microsoft Power Pages websites

• Describe Microsoft Copilot Studio components and concepts
• Integrate Microsoft Copilot Studio with Dynamics 365 Customer Service
  
• Create and manage bots including chat and voice
• Implement Microsoft Copilot Studio as a post-call survey

• Describe IoT components
• Identify use cases for Connected Customer Service
• Describe security roles for Connected Customer Service

• Manage IoT devices
• Interact with IoT devices
• Associate devices with customer accounts
• Categorize devices

• 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
  

• Differentiate queue types
• Configure queues
• Add records to queues
• Configure tables for queues
• Perform queue operations including pick, release, remove, and delete operations