1. What is the primary focus of the Microsoft MB-230 exam?
The Microsoft MB-230 exam, “Microsoft Dynamics 365 Customer Service Functional Consultant,” primarily assesses a candidate’s ability to implement solutions that enhance customer service, quality, reliability, efficiency, and overall customer satisfaction. This involves designing and implementing service management processes and automation within the Dynamics 365 ecosystem.
2. What kind of professional is the MB-230 certification best suited for?
This certification is ideal for functional consultants with a strong understanding of customer service principles and hands-on experience with Microsoft Dynamics 365 Customer Service applications. Candidates are typically involved in coordinating with customer engagement administrators to implement and upgrade customer service components like knowledge management, customer feedback, and connected services.
3. Are there any prerequisites or recommended knowledge areas for taking the MB-230 exam?
While there are no strict prerequisites, it is highly recommended that candidates possess strong applied knowledge of customer service, including an in-depth understanding of cases, knowledge management, queues, service scheduling, Service Level Agreements (SLAs), Microsoft Copilot Studio, Customer Service applications, Customer Voice, basic and unified routing, and Contact Center.1 A basic understanding of solution architecture is also beneficial.
4. What is the typical format and scoring of the MB-230 exam?
The MB-230 exam typically consists of 40-60 questions and has a duration of approximately 120 minutes. The passing score is 700 out of 1000. Question types can include multiple-choice, drag-and-drop, and scenario-based questions, potentially incorporating case studies and labs. There is no penalty for guessing.
5. How frequently are the skills measured on the MB-230 exam updated?
Microsoft regularly reviews its cloud-based exams, typically on a quarterly basis. Any changes impacting the objective domains and existing questions are incorporated into the exam to ensure it reflects the latest features and functionalities. It’s advisable to check the official study guide for the most current “Skills Measured” section.
6. What is the retake policy for the Microsoft exam if I don’t pass on my first attempt?
If you don’t pass the exam on your first attempt, you must wait 24 hours before retaking it. For subsequent attempts (up to five within a 12-month period from your first attempt), a 14-day waiting period is imposed between each retake. If you fail five times, you become eligible to retake the exam 12 months from the date of your first attempt.
7. Can I take unscheduled breaks during the exam?
Yes, Microsoft has implemented a policy allowing for unscheduled breaks during exams. An additional 5 minutes are added to the exam duration to accommodate these breaks, which do not need to be requested in advance. However, remember that the exam timer does not stop during these breaks.
8. What kind of environment is required for taking the MB-230 exam online via OnVUE?
For OnVUE exams, you must ensure a private, quiet, and distraction-free testing environment. The workspace should be clear of all unauthorized items, and you must remain alone and in view of your webcam throughout the exam. Strict identity verification procedures are also in place.
9. Where can I find official study resources and preparation materials for the MB-230 exam?
Microsoft provides a comprehensive study guide for the MB-230 exam on Microsoft Learn, which outlines the skills measured and offers curated learning paths. Additionally, official practice tests and training courses are available through authorized providers to help candidates prepare effectively.
10. Can I review questions from previous sections or case studies once I’ve moved forward in the exam?
Generally, after you leave a section of the exam (e.g., a case study or a specific question block), you cannot return to it. However, at the end of most sections, you may have the opportunity to review your answers for that specific section before moving on. It is crucial to manage your time effectively, as the exam timer continues during review periods.
