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Microsoft - MB-230 Certification Exam Details, Questions and Answers

Certification Provider

Microsoft

Exam

MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant

Number of questions (in our database)

130

Updated on

21 March 2024
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Topics

Voice of the Customer Unified Service Desk Connected Field Service Knowledge Management Field Service Case Management Service Management Dynamics 365 Customer Service Overview

MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant

About the Exam

The MB-230 exam is part of Microsoft's suite of certification exams, specifically for those who intend to specialize as a Microsoft Dynamics 365 Customer Service Functional Consultant. This certification validates the skills and knowledge necessary to build and implement service solutions in Dynamics 365.

Importance of the Exam

The demand for Microsoft Dynamics 365 Customer Service Functional Consultants is growing in the industry. Therefore, individuals with this certification have a competitive edge and higher chances of securing lucrative job opportunities. It also verifies the individual's ability to deliver innovative solutions using the most updated and robust technologies.

Technical Details

This examination primarily focuses on the implementation of service solutions, including configuring services, managing cases, and managing knowledge. Other aspects include setting up Field Service, implementing Omnichannel for Customer Service, and deploying chatbots and virtual agents.

Measured Skills

  • Implementing Omnichannel for Customer Service
  • Configuring and managing cases
  • Setting up Field Service
  • Deploying chatbots and virtual agents
  • Managing knowledge

Preparation Advices

To adequately prepare for this examination, candidates should have a fundamental understanding of Microsoft Dynamics 365 and the Customer Service module. They should utilize the training resources provided by Microsoft and engage in hands-on practice. They should also familiarize themselves with the exam objectives and structure to be able to focus their studies effectively.

Exam Topics

  • Voice of the Customer (10% - 15%)

    • Configure and manage Voice of the Customer surveys
    • Design and distribute surveys
    • Analyze survey responses
  • Unified Service Desk (10% - 15%)

    • Configure and customize Unified Service Desk
    • Create and manage hosted controls
    • Create and manage action calls
    • Configure and use standard and custom rules
    • Configure and use window navigation rules
  • Connected Field Service (5% - 10%)

    • Configure and manage Connected Field Service
    • Configure and use resource scheduling optimization
    • Configure and use IoT integration
  • Knowledge Management (15% - 20%)

    • Configure and manage knowledge articles
    • Create and manage knowledge base templates
    • Use knowledge articles in cases
    • Configure and use knowledge search
  • Field Service (10% - 15%)

    • Configure and manage Field Service
    • Configure and use the schedule board
    • Configure and manage work orders
    • Configure and manage service tasks and products
    • Configure and manage field service mobility
  • Case Management (20% - 25%)

    • Configure and manage case settings
    • Create and manage case records
    • Use case routing and queuing
    • Manage case resolution
    • Configure and use case routing rules
    • Configure and use case merge and parent/child cases
  • Service Management (20% - 25%)

    • Configure and manage entitlements
    • Create and manage service level agreements (SLAs)
    • Manage queues and routing rules
    • Configure and use knowledge management
    • Configure and manage service scheduling
    • Configure and manage service territories
  • Dynamics 365 Customer Service Overview (10% - 15%)

    • Understand the role of a Customer Service Functional Consultant
    • Overview of Dynamics 365 Customer Service capabilities
    • Key components of Dynamics 365 Customer Service