MB-230: Microsoft Dynamics 365 Customer Service Functional

The MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant exam is a prestigious certification that demonstrates an individual's ability to implement and manage Dynamics 365 customer service solutions effectively. This practice test is designed to prepare candidates for the certifying MB-230 exam by providing hands-on experience in managing cases and knowledge management, entitlements and SLAs, scheduling, routing, and Connected Customer Service. Students will gain an in-depth understanding of Power Platform, Multisession Experiences, Analytics and Insights Management to be able to efficient make use of the Dynamics 365 product.

This practice test includes 45 questions that cover the topics in the Microsoft Dynamics 365 Customer Service Functional Consultant exam. These questions present a realistic experience of the exam and serve as a perfect opportunity for students to evaluate their readiness for the certification exam. Through this extensive practice test, students will learn how to effectively manage cases and knowledge, work with entitlements and SLAs, implement scheduling, routing, Connected Customer Service, Multi-session Experiences, and manage analytics for customer service solutions.

Skills at a glance

• Manage cases and Knowledge Management (15–20%)

• Manage entitlements and SLAs (1–5%)

• Implement scheduling (10–15%)

• Implement multi-session experiences for Customer Service (30–35%)

• Manage analytics, visualizations, and insights (10–15%)

• Implement Microsoft Power Platform (5–10%)

• Implement Connected Customer Service (1–5%)

• Implement routing (10–15%)

Manage cases and Knowledge Management (15–20%)

Create and manage cases

• 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

Define and configure foundational Customer Service components

• 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

Create and administer Knowledge Management

• 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

Capture customer feedback by using Customer Voice

• 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

Manage entitlements and SLAs (1–5%)

Create and manage entitlements

• 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

Create and manage SLAs

• 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

Implement scheduling (10–15%)

Configure service scheduling

• 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

Implement schedule boards

• Identify features and uses for Booking Requirements view

• Schedule service activities

• Reassign and reschedule service activities

Manage schedule boards

• Describe use cases for multiple schedule boards

• Configure schedule boards

• Customize schedule boards

Implement Universal Resource Scheduling (URS)

• 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

Implement multi-session experiences for Customer Service (30–35%)

Deploy Omnichannel for Customer Service

• Configure workstreams

• Implement security roles for omnichannel

• Configure user settings

Manage channels

• 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 agent productivity tools

• Configure quick replies

• Configure agent scripts

• Create macros

• Enable the productivity pane

Configure agent workspaces

• Configure notifications

• Configure session templates

• Create agent experience profiles

• Configure the Agent Inbox

• Configure application tabs

Configure agent productivity AI capabilities

• 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

Manage analytics, visualizations, and insights (10–15%)

Configure insights

• Configure historical analytics

• Configure topic clustering

• Configure Knowledge search analytics

Create and configure visualizations and reports

• Configure single-stream and multi-stream interactive dashboards

• Design and create customer service charts

• Personalize native Power BI reports

Configure Omnichannel Insights

• Configure the Omnichannel Insights dashboard

• Configure intraday insights

• Customize KPIs for intraday insights

• Enable sentiment analysis

Implement Microsoft Power Platform (5–10%)

Configure model-driven apps

• 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 custom apps

• Create task-specific canvas apps and custom pages

• Embed apps in Dynamics 365 Customer Service

• Create Microsoft Power Pages websites

Implement Microsoft Copilot Studio for Customer Service

• 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

Implement Connected Customer Service (1–5%)

Describe Connected Customer Service

• Describe IoT components

• Identify use cases for Connected Customer Service

• Describe security roles for Connected Customer Service

Create and manage IoT devices

• Manage IoT devices

• Interact with IoT devices

• Associate devices with customer accounts

• Categorize devices

Implement routing (10–15%)

Configure routing

• 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

Create and manage queues

• Differentiate queue types

• Configure queues

• Add records to queues

• Configure tables for queues

• Perform queue operations including pick, release, remove, and delete operations

Additionally, this practice test benefits those interested in becoming a Microsoft Dynamics 365 Customer Service Functional Consultant as it covers the nuances of the certification exam in detail. By taking this course, students become familiar with the format and type of the questions asked in the certification exam, and they get highly valuable hands-on experience, and information about the areas they need to improve in.

The course is appropriate for beginners who want to become certified Dynamics 365 Customer Service Functional Consultant or professionals who are looking to refresh their skills and prepare for the certification exam. Individuals who take this course will have the chance to meet their educational and professional goals, and learn relevant insights and knowledge on how to implement Microsoft Dynamics 365 Customer Service Functional Consultant effectively.