Microsoft MB-230 valid exam dumps : Microsoft Dynamics 365 Customer Service Functional Consultant

  • Exam Code: MB-230
  • Exam Name: Microsoft Dynamics 365 Customer Service Functional Consultant
  • Updated: Aug 17, 2026
  • Q&As: 373 Questions and Answers

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  • Step 2: Sign up/Login to Pearson VUE account
  • Step 3: Select local centre based on your country, date, time and confirm with a payment method.

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Microsoft MB-230 Practice Test Questions, Microsoft MB-230 Exam Practice Test Questions

The candidates for the MB-230: Microsoft Dynamics 365 Customer Service exam are looking to obtain the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification. These individuals possess competence in implementing omnichannel solutions focusing on quality, efficiency, service, reliability, and customer satisfaction. The applicants should have expertise in designing and implementing service management reports and visualizations offered by and in collaboration with the Solution Architects.

Reference: https://www.microsoft.com/en-us/learning/exam-mb-230.aspx

Microsoft MB-230 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Manage cases and knowledge management51-55%- Configure Dynamics 365 Copilot for Service
- Implement knowledge management
  • 1. Create and manage knowledge articles
    • 2. Integrate knowledge with cases and portals
      • 3. Configure knowledge search and recommendations
        - Create and manage cases
        • 1. Manage case hierarchies and relationships
          • 2. Implement case routing and queues
            • 3. Configure case types and statuses
              Topic 2: Implement Microsoft Power Platform integration2-6%- Integrate Power Apps and Power Automate
              • 1. Create custom forms and workflows
                • 2. Connect Customer Service with other apps
                  Topic 3: Manage analytics, visualizations, and insights5-9%- Create and manage dashboards and reports
                  • 1. Build custom dashboards and visualizations
                    • 2. Use out-of-box Customer Service reports
                      - Implement Customer Voice surveys and feedback
                      Topic 4: Implement routing and work distributionnull- Configure unified routing
                      • 1. Define routing rules and decision trees
                        • 2. Set up workstreams and queues
                          Topic 5: Implement scheduling10-14%- Configure service scheduling
                          • 1. Set up resources and resource groups
                            • 2. Define service activities and requirements
                              • 3. Implement scheduling rules and availability
                                Topic 6: Implement Customer Service multi-session experience5-9%- Configure Customer Service workspace
                                • 1. Integrate channels and productivity tools
                                  • 2. Set up app profiles and session templates
                                    Topic 7: Manage entitlements and service level agreements (SLAs)15-19%- Implement SLAs
                                    • 1. Configure SLA actions and warnings
                                      • 2. Manage SLA calculations and pauses
                                        • 3. Define SLA KPIs and timelines
                                          - Configure entitlements
                                          • 1. Associate entitlements with customers and cases
                                            • 2. Define entitlement terms and restrictions
                                              Topic 8: Implement Connected Customer Service2-6%- Set up IoT and field service integration

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