Microsoft MB-230 Questions & Answers - in .pdf
- Total Q&A: 373
- Update: Aug 20, 2026
- Price: $59.99
- Vendor: Microsoft
- Exam Code: MB-230
- Exam Name: Microsoft Dynamics 365 Customer Service Functional Consultant
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Microsoft MB-230 Q&A - Testing Engine
- Total Q&A: 373
- Update: Aug 20, 2026
- Price: $59.99
- Vendor: Microsoft
- Exam Code: MB-230
- Exam Name: Microsoft Dynamics 365 Customer Service Functional Consultant
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Reference: https://www.microsoft.com/en-us/learning/exam-mb-230.aspx
How to book the MB-230: Microsoft Dynamics 365 Customer Service Exam
These are following steps for registering the MB-230: Microsoft Dynamics 365 Customer Service exam.
- Step 1: Visit to Microsoft Learning and search for MB-230: Microsoft Dynamics 365 Customer Service
- 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.
Microsoft MB-230 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|
| Topic 1: Implement routing | 10% | - Manage queues and routing
- 1. Create and manage queues
- 2. Configure advanced routing rules
- 3. Configure routing rules
- Configure unified routing
- 1. Configure work distribution
- 2. Configure work classification
- 3. Configure assignment methods
|
| Topic 2: Manage entitlements and SLAs | 15% | - Create and manage entitlements
- 1. Define and manage entitlement templates
- 2. Create and activate entitlements
- 3. Apply entitlements to cases
- Create and manage SLAs
- 1. Enable SLAs for entities
- 2. Define and configure SLA KPIs
- 3. Use hierarchical SLA configurations
- 4. Create SLA items and actions
|
| Topic 3: Implement Connected Customer Service | 10% | - Manage Connected Customer Service scenarios
- 1. Configure asset management
- 2. Manage customer assets
- 3. Configure proactive service
- Configure IoT integration
- 1. Manage IoT devices
- 2. Create cases from IoT alerts
- 3. Configure IoT alerts
|
| Topic 4: Implement scheduling | 5% | - Manage resources
- 1. Define resources and resource groups
- 2. Configure resource calendars and working hours
- Manage services
- 1. Schedule service activities
- 2. Define service activities
|
| Topic 5: Manage analytics, visualizations, and insights | 10% | - Manage insights
- 1. Analyze conversation insights
- 2. Monitor and improve service with analytics
- 3. Analyze Omnichannel insights
- Configure Customer Service Insights
- 1. Configure Power BI integration
- 2. Configure Customer Service historical analytics
- 3. Configure dashboards and charts
|
| Topic 6: Manage cases and Knowledge Management | 20% | - Create and manage cases
- 1. Identify and create cases from activities
- 2. Create case and child case
- 3. Use case routing rules
- 4. Customize case views
- 5. Analyze cases with interactive dashboards
- Manage Knowledge Management
- 1. Use knowledge article templates
- 2. Create and manage knowledge articles
- 3. Configure entities for Knowledge Management
- 4. Manage the Knowledge Management lifecycle
|
| Topic 7: Implement Microsoft Power Platform | 10% | - Configure Power Automate
- 1. Configure triggers and actions
- 2. Use Common Data Service connector
- 3. Create and manage flows
- Configure Power Virtual Agents
- 1. Create chatbots
- 2. Configure topics and entities
- 3. Integrate chatbots with Customer Service
|
| Topic 8: Implement multi-session experiences for Customer Service | 20% | - Configure the Customer Service workspace
- 1. Configure productivity tools
- 2. Configure notifications
- 3. Configure apps and templates
- 4. Configure session management
- Configure and manage Omnichannel
- 1. Configure work streams and queues
- 2. Configure agent scripts
- 3. Manage context variables
- 4. Configure routing and assignment
- Manage channels
- 1. Configure Chat
- 2. Configure SMS
- 3. Configure Microsoft Teams integration
- 4. Configure Voice
|
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