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Last Updated: Sep 05, 2025
No. of Questions: 330 Questions & Answers with Testing Engine
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The Microsoft MB-230 test is known to be taken in the English language only. The number of questions can be from 40 to 60. The question formats might include case studies, fill in the blank, multiple choice, multiple select, and others. You will need to clear all of them within 150 minutes to gain more than 700 points (passing score). The fee is $165 in the United States but it can be different in other countries. The difference in the pricing is brought up by the tax policies of each country. It is a proctored exam, which can be taken online. You can also sit for it at any Pearson VUE center.
Reference: https://www.microsoft.com/en-us/learning/exam-mb-230.aspx
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MB-230: Microsoft Dynamics 365 Customer Service Exam is foundation level Certification. As such There is no prerequisite for this course. Anyone who is having keen and familiar with Microsoft technology are well invited to pursue this certification.
As we all know, being qualified by the Microsoft Dynamics 365 Customer Service Functional Consultant certification can open up unlimited possibilities for your future career, If you are desire to jump out your current situation and step ahead of others, our Microsoft MB-230 training questions can help you to overcome the difficulties in the preparation for MB-230 actual test-from understanding the necessary and basic knowledge to passing the actual test. Now, all the efforts our experts do are to help our customers optimize their technology knowledge by offering the convenient, high quality and useful MB-230 valid practice material. Now, let us together study and have a look at the advantages of the MB-230 test study engine.
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Topic | Details |
---|---|
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 |
In order to make our customer have a full knowledge of the Microsoft MB-230 exam test and make a systematic preparation for it, our experts are arranged to check the updated information every day. If there is any new and updated information about the actual test, our experts will analysis the information and check it. After compilation and verification, they make the more useful and updated MB-230 exam training material for all of you. We are trying our best to provide you with the best relevant contents about the real test. What's more, you have the privilege to get the updated MB-230 exam training material for one year after purchase. That means you will always keep your information the newest and updated.
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