Microsoft MB-230 dumps - in .pdf

MB-230 pdf
  • Exam Code: MB-230
  • Exam Name: Microsoft Dynamics 365 Customer Service Functional Consultant
  • Updated: May 31, 2026
  • Q & A: 340 Questions and Answers
  • PDF Price: $59.99

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  • Exam Code: MB-230
  • Exam Name: Microsoft Dynamics 365 Customer Service Functional Consultant
  • Updated: May 31, 2026
  • Q & A: 340 Questions and Answers
  • PDF Version + PC Test Engine + Online Test Engine
  • Value Pack Total: $119.98  $79.99
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Microsoft MB-230 dumps - Testing Engine

MB-230 Testing Engine
  • Exam Code: MB-230
  • Exam Name: Microsoft Dynamics 365 Customer Service Functional Consultant
  • Updated: May 31, 2026
  • Q & A: 340 Questions and Answers
  • Software Price: $59.99
  • Testing Engine

About Microsoft MB-230 Instant Exam Download

Career Path After Acing Microsoft MB-230 Exam

The Microsoft MB-230 exam leads to the associate-level certification. This certificate is all you need to be successful in your field. After earning it, you will be able to apply for several job roles, which also offer a good salary. To be precise, these are the positions you can pursue after getting certified:

  • Dynamics Ax Solution Architect.
  • Microsoft Dynamics CRM Architect;
  • Microsoft Architect;
  • Microsoft Dynamics Consultant;
  • Dynamics Ax Developer;

Interestingly, all the above-mentioned job titles are paid between $24,807 and $99,751 per year.

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

Microsoft MB-230 Exam Syllabus Topics:

TopicDetails

Manage cases and Knowledge Management (20-25%)

Create and manage cases- configure cases
- manage case lists
- create and search for case records
- convert activities to cases
- perform case resolution
- implement parent/child cases
- merge cases
- set autonumbering for customer service entities
Configure and automate cases- implement Advanced Similarity rules
- implement record creation and update rules
- implement case routing rules
- customize the Case Resolution form
- configure Status Reason transitions
- configure business process flows- capture customer feedback by using Customer Voice
Implement Knowledge Management- configure the Knowledge Search control
- link an article with a case
- use knowledge management to resolve cases
- manage the knowledge management article lifecycle
- manage Knowledge management articles
- configure entities for Knowledge Management
- manage Knowledge article templates
- implement knowledge search
- enable Relevance Search
- configure categories and subjects
- convert cases to knowledge articles

Manage queues, entitlements, and service-level agreements (SLAs) (15-20%)

Create and manage queues- describe use cases for each queue type
- configure queues
- add cases and activities to queues
- configure entities for queues
- perform queue operations
Create and manage entitlements- configure entitlements
- define and create entitlements- manage entitlement templates
- activate and deactivate entitlements- renew or cancel an entitlement
Create and manage SLAs- define and create service-level agreements (SLAs)
- configure SLA settings
- configure a holiday schedule
- configure a customer service schedule
- implement actions by using Power Automate
- manage cases that are associated with SLAs
- manually apply an SLA
- create and manage SLA items

Implement scheduling (10-15%)

Manage resources- configure business closures
- configure organizational units
- configure resources
- configure work hours
- configure facilities and equipment
Manage services- define services
- schedule a service activity
- configure fulfillment preferences
- create a schedule board
- schedule a service activity by using the schedule board

Implement Omnichannel for Customer Service (30-35%)

Deploy Omnichannel for Customer Service- provision Omnichannel for Customer Service
- define user settings
- configure application setting
- manage queues
- configure skills-based routing
Implement Power Virtual Agents- describe Power Virtual Agents components and concepts
- integrate Power Virtual Agents with Dynamics 365 Customer Service- escalate conversations to a live agent
Manage channels- describe use cases for the Channel Integration Framework
- configure channels
- enable the chat widget on websites
- configure pre-chat surveys
- configure proactive chat
- configure Secure Message Service (SMS)
Distribute work- describe difference between entity routing and channel routing
- configure work streams
- configure entity routing
- configure routing values
- implement context variables
Configure the agent experience- create macros
- define agent scripts
- configure Quick Responses
- configure sessions and applications
- configure notifications
Configure the supervisor experience- configure Omnichannel Insights dashboard
- configure intraday insights
- customize KPIs for intraday insights
- enable sentiment analysis

Manage analytics (10-15%)

Configure Customer Service Insights- describe capabilities and use cases for Customer Service Insights dashboards
- connect to Customer Service Insights- manage workspaces
Create and configure visualizations- configure interactive dashboards
- design and create charts
- design reports by using the Design wizard

Microsoft MB-230 is a certification exam that measures one’s knowledge and skills in Customer Service and Functional Consulting. MB-230 exam is designed for professionals who possess a profound understanding of the Customer Service application within the Microsoft Dynamics 365 suite. Successful candidates demonstrate their expertise in configuring and customizing the Customer Service application, managing cases, entitlements, knowledge management, and service-level agreements.

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