Exam MB-230: Microsoft Dynamics 365 for Customer Service
Merely having knowledge of Microsoft dynamics is not enough, you must have industry-matching level of expertise in order to honor your skills. The candidates of Exam MB-230: Microsoft Dynamics 365 for Customer Service are responsible for implementing omnichannel solutions that focus upon service, quality, reliability, efficiency, and customer satisfaction. These certifications provide you an advantage over your fellow mates by helping you validate your skills. The certification makes your employer thinks that you’re having expertise in that field which makes you preferred candidate for every project. Let us know about the details of Microsoft Exam MB-230 and examine the learning resources.
What is Exam MB-230: Microsoft Dynamics 365 for Customer Service?
Candidates for this exam are Dynamics 365 functional consultants with customer service expertise. The candidates are responsible for implementing omnichannel solutions that focus upon service, quality, reliability, efficiency, and customer satisfaction. Aspirants of MB-230 design and implement service management visualizations and reports provided by and in collaboration with the Solution Architect. They collaborate with the Dynamics 365 administrator to implement and upgrade Power platform components, including knowledge base and Forms Pro.
Exam overview
Exam MB-230 consists of almost 40-60 questions which have to be answered in 120 minutes. The cost of taking the exam is $165 however, the prices may vary from place to place. Candidates must note that that the MB-230 exam questions must be expected in different formats like multiple choice, multiple select, case studies and fill in the blanks.
The Exam MB-230 is available in English language. You can take the exam through online mode by creating an account with Microsoft. However, there are no prerequisites for the exam. You must obtain at least 700 points on a scale of 1000 in order to pass the exam.
Look at the table for basic information regarding Microsoft Certification MB-230:
| Name of the exam | MB-230: Microsoft Dynamics 365 for Customer Service |
| Code of the exam | MB-230 |
| No. of questions | 40-60 |
| Format of questions | multiple choice, multiple select, case studies and fill in the blanks |
| Cost of exam | $165 |
| Duration of exam | 120 minutes |
| Languages available | English |
| Scheduling platform | Pearson VUE |
Recommended knowledge and experience
The following set of knowledge and experience is recommended by Microsoft for the purpose of taking the Exam MB-230 –
- Candidates must have strong applied knowledge meeting user needs through the Dynamics 365 Customer Service, including in-depth understanding of cases, knowledge base, queues, entitlements, Service Level Agreements (SLAs), visualizations, and Unified Service Desk.
- Candidates should understand industry terminology, priorities, standards, methodologies, customer service operations, and best practices.
- Candidates should include a comprehensive understanding of the Customer Service application’s role in relationship to the Dynamics 365 suite of applications along with a basic understanding of the solution architecture and quality assurance.
Exam MB-230 Exam retake policy
- If you are unable to pass the exam in first attempt, the you must at least wait 24 hours before retaking the exam. You cannot retake the exam if you achieve a passing score.
- If you fail to pass the exam in second attempt too, then you must wait for a period not less than 14 days, in order to retake the exam. This is the same process for the failure in third, fourth or fifth attempt.
- You will not be allowed to give the exam more than 5 times a year. This year, 12-month period starts on your failure on 5th attempt. If you wish to give the exam more than 5 months a year then you have to contact Microsoft.
How to register for the exam MB-230 exam?
Follow the steps written below to register for the MB 230 Customer Service Exam:
- Go to the Microsoft site and find your certificate in the list. Then select schedule exam, to register.
- If the certificate will be available for your country then you will be able to select the exam during the registration process.
- You will also select the language of the greeter, proctor, and proctoring software.
Academic pricing on the certifications
Academic pricing on Microsoft Certified Professional exams is available in most countries (except India and China). You must verify your student status before scheduling your exam in order to be eligible for academic pricing.
Applying student status through your account profile
- Sign in with your Microsoft account credentials.
- Select Profile settings from the Account menu at the top of the page.
- In the Job function menu, select, or ensure that you have selected, “Student.”
- Look for the academic pricing notice that appears next to the Job function menu. If your student status has not yet been validated, click “Get verified” to verify your status.
Applying student status when registering for an exam
- Sign in with your Microsoft account credentials.
- On the exam for which you want to register, click Schedule exam.
- On the Confirm your exam registration details page, ensure that the Job function field displays “Student – Verified.” If it does not, click “Get verified” to validate your status, or click Edit to change your status.
Verifying your academic status
Select the method you wish to use to verify your status. The methods include:
- School-issued email account
- School network credentials
- International Student Identity Card (ISIC)
- Verification code from a Microsoft representative or your institution’s administrator
- Documentation
Other exam policies
You can refer to the official site of Microsoft for the exam policies and other terms and conditions. Make sure to properly read all the terms and conditions for Exam MO-230 so, that you do not miss out on anything important for taking the exam.
To know more, visit: Exam MB-230 Certification FAQs
MB-230: Microsoft Dynamics 365 for Customer Service Interview Questions
Now, Let us looks at some MB-230: Microsoft Dynamics 365 for Customer Service Interview Questions.
Click on the image given below.
Course Structure | Microsoft MB-230 Exam
Following are the MB-230 Exam Topics:
Manage cases and Knowledge Management (15-20%)
Create and manage cases
- configure cases (Microsoft documentation: Managing cases with Dynamics 365 Customer Service )
- manage case (Microsoft documentation: Managing cases with Dynamics 365 Customer Service )
- create and search for case records (Microsoft documentation: Introduction to Customer Service app )
- convert activities to cases (Microsoft documentation: Add an activity to a case )
- perform case resolution (Microsoft documentation: Configurable case resolution page )
- Manage parent/child cases (Microsoft documentation: Define parent and child case settings )
- merge cases (Microsoft documentation: Merge similar cases )
- set autonumbering for customer service entities
Define and configure foundational Customer Service components
- implement Advanced Similarity rules
- implement record creation and update rules(Microsoft documentation: Automatically create or update records in Customer Service Hub )
- Configure and modify the Case Resolution dialogue
- Configure Status Reason transitions
- configure business process flows (Microsoft documentation: Business process flows overview, Create a business process flow to standardize processes )
- 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 (Microsoft documentation: Convert a case to a Knowledge article )
- manage the Knowledge Management 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 (Microsoft documentation: Create and manage entitlements in Microsoft Dynamics 365 Customer Service )
- Define and create entitlements including products, channels, contacts, allocations, and SLAs
- manage entitlement templates(Microsoft documentation: Use entitlement templates to set up entitlements quickly )
- activate and deactivate entitlements (Microsoft documentation: Activate or deactivate an entitlement )
- renew or cancel an entitlement (Microsoft documentation: Renew an entitlement, Cancel an entitlement )
Create and manage SLAs
- define and create SLAs (Microsoft documentation: Define service-level agreements )
- configure SLA settings (Microsoft documentation: Case SLAs )
- configure a holiday schedule (Microsoft documentation: Create and manage holiday schedules )
- configure a customer service schedule (Microsoft documentation: Create customer service schedule )
- implement actions by using Power Automate (Microsoft documentation: Send a survey 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
- configure business closures (Microsoft documentation: Set when your business is closed (Customer Service app) )
- configure resources
- configure work hours (Microsoft documentation: Set work hours to define availability )
- configure facilities and equipment (Microsoft documentation: Set work hours for a facility or 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
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 (Microsoft documentation: 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 (Microsoft documentation: Guide agents with scripts )
- Create macros (Microsoft documentation: Create a macro )
- 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
- Describe Microsoft Dataverse security concepts
- 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 Power Virtual Agents for Customer Service
- Describe Power Virtual Agents components and concepts
- Integrate Power Virtual Agents with Dynamics 365 Customer Service
- Create and manage bots including chat and voice
- Implement Power Virtual Agents 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
Preparation resources for Exam MB-230
There are numerous resources that can be used for MB 230 Exam Preparation. But one should be very careful while choosing the resources as they determine how well will you pass the exam. Let us have a look at handful of resources with our MB-230 Study Guide
Microsoft documentation
Microsoft has its own set of documentation that can be used for preparation. you can access the documentations from the official Microsoft docs site or from the links below. The documentations are the most authentic source in terms of quality and the syllabus authenticity. They can serve as best resource for preparation. Access the Microsoft documentation –
Microsoft learning paths
Learning paths are the official resources mainly the online classes which are made available by Microsoft for the candidates of Exam. Microsoft Learn MB-230 are made available absolutely free of cost and can help in preparing by developing crystal clear concepts for the exam topics. There are many resources which are made available for preparing for the exam. there are many online sites too that provide with reliable online classes which can serve as a good source. You can access them on the official site or through the links mentioned below –
- Work with cases in Dynamics 365 Customer Service
- Work with entitlements and service level agreements in Dynamics 365 Customer Service
- Work with Knowledge Management Solutions in Dynamics 365 Customer Service
- Create surveys with Microsoft Forms Pro
Books
Books are indeed the best valued resource for preparation. you can refer to multiple books for Exam MB-230 of your choice and can also pick the books from libraries or book stores. You can also go for e-books as per your convenience. Make sure that book has covered all the necessary points of syllabus and is according to your level of understanding.
Instructor led training
The instructor led training can be the right choice for you if you are inquisitive person and encounter many doubts. These interactive sessions are prepared by world class experts on the subject matter and help you in gaining the required skills in less time. These training are made available by Microsoft and also many educational sites. You can check out the Microsoft resource from the link –
Dynamics 365 for customer engagement for customer service
Practice papers and sample papers
Practicing as much as possible will help you to ace the Exam MB-230 in a better way. They help you in identifying your loopholes and weak portions. With every practice session you get to know about the improvement in your performance that are likely to decrease your chances to pass the exam. Try a free MB-230 Practice Test now. You can find various reliable sites that can serve you with quality content and good quantity of practice papers too.
