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Microsoft MB-230 Exam Syllabus

Microsoft Dynamics 365 Customer Service Functional Consultant

Last Update May 3, 2024
Total Questions : 283

What is Included in the Microsoft MB-230 Exam?

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MB-230 Exam Details

Microsoft MB-230 Exam Detail

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Microsoft MB-230 Exam Overview :

Exam Name Microsoft Dynamics 365 Customer Service Functional Consultant
Exam Code MB-230
Exam Registration Price $165
Official Information https://www.microsoft.com/en-us/learning/exam-mb-230.aspx
See Expected Questions Microsoft MB-230 Expected Questions in Actual Exam
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Microsoft MB-230 Exam Topics :

Section Weight Objectives
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
  1. describe use cases for the Channel Integration Framework
  2. configure channels
  3. enable the chat widget on websites
  4. configure pre-chat surveys
  5. configure proactive chat
  6. 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

Updates in the Microsoft MB-230 Exam Syllabus:

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