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The Microsoft MB-230 exam is designed to evaluate one’s expertise in performing specific technical tasks. These include knowledge & case management, queues, Service Level Agreements, and entitlements management, scheduling implementation, analytics management, and Omnichannel for Customer Service. The details of these objectives are highlighted below:
Knowledge Management & Cases Management: 20-25%
- Implementing Knowledge Management: The students will need to demonstrate their expertise in configuring Knowledge search control, categories & subjects, as well as Knowledge Management entities. The questions related to this subtopic will also measure competence in using Knowledge Management to solve cases and managing Knowledge article models. Besides, the individuals are required to have expertise in implementing Knowledge Search, converting cases to specific knowledge articles, and linking articles with cases.
- Creating & Managing Cases: This domain will measure the candidates’ skills in managing case lists, configuring cases, and implementing child/parent cases. It will also evaluate their competence in creating and searching for different case records, converting specific activities to cases, merging cases, and performing case resolutions.
- Configuring & Automating Cases: The examinees should gain the skills in implementing case routing rules, advanced similarity rules, update rules, as well as record creation. It also requires their competence in configuring business process flows and Status Reason transitions. Additionally, the applicants should also have the skills in customizing Case Resolution forms and capturing customer feedback with the use of Customer Voice.
Microsoft MB-230 Exam Overview:
| Certification Vendor: | Microsoft |
| Exam Name: | Microsoft Dynamics 365 Customer Service Functional Consultant |
| Exam Number: | MB-230 |
| Available Languages: | English, German, French, Spanish, Portuguese (Brazil), Italian, Japanese, Chinese (Simplified) |
| Certificate Validity Period: | 1 year |
| Real Exam Qty: | 40-60 |
| Passing Score: | 700 |
| Exam Price: | $165 USD |
| Exam Duration: | 120 minutes |
| Exam Format: | Multiple choice, Multiple select, Case studies, Drag and drop, Fill in the blank |
| Related Certifications: | Microsoft Certified: Dynamics 365 Customer Engagement Functional Consultant Associate |
| Recommended Training: | MB-230 Study Guide Microsoft Learn Learning Paths |
| Exam Registration: | Microsoft Learn Exam Registration Pearson VUE Scheduling |
| Sample Questions: | Microsoft MB-230 Sample Questions |
| Exam Way: | Online proctored or onsite at Pearson VUE test centers |
| Pre Condition: | No mandatory prerequisites; recommended to have 6+ months of experience implementing Dynamics 365 Customer Service solutions |
| Official Syllabus URL: | https://learn.microsoft.com/en-us/credentials/certifications/exams/mb-230/ |
What is the duration, language, and format of MB-230: Microsoft Dynamics 365 Customer Service Exam
- Passing Score 700 / 1000
- Length of Examination: 45 mins
- Number of Questions: 40 - 60 (Since Microsoft does not publish this information, the number of exam questions may change without notice.)
- Type of Questions: This test format is multiple choice.
- language: English
Reference: https://www.microsoft.com/en-us/learning/exam-mb-230.aspx
Omnichannel For Customer Service Implementation: 30-45%
- Work Distribution: The candidates need to possess competence in configuring workstreams, routing values, and entity routing. Additionally, they should be able to demonstrate their expertise in implementing context variables and explaining the variations between channel routing and entity routing.
- Power Virtual Agents Implementation: The individuals should learn how to explain the concepts and components of Virtual Agents. They also need the skills in integrating Power Virtual Agents and Dynamics 365 Customer Service. Additionally, they should be able to escalate a conversation to a live agent.
- Channels Management: This subdomain equips the examinees with the skills needed to configure channels, pre-chat surveys, Secure Message Service, and proactive chat. It also requires their experience in explaining the use cases for Channel Integration Frameworks and enabling chat widgets on the websites.
- Supervisor Experience Configuration: The learners need to demonstrate their skills in enabling sentiment analysis, customizing KPI or intra-day insight, as well as configuring intra-day insights and Omnichannel Insights dashboard.
- Agent Experience Configuration: This topic measures your skills in creating macros, defining agent scripts, configuring notifications, Quick Responses, as well as sessions & applications.
- Omnichannel for Customer Service Deployment: This subtopic will evaluate the skills of the applicants in managing queues and defining user settings. It will also measure competence in configuring skill-based routing, configuring application settings, and provisioning Omnichannel for Customer Service.
Schedule exam
Languages: English
Retirement date: none
This exam measures your ability to accomplish the following technical tasks: manage cases and Knowledge Management; manage queues, entitlements, and service-level agreements; implement scheduling; implement Omnichannel for Customer Service; and manage analytics.
Microsoft MB-230 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Implement Connected Customer Service | 2-6% | - Set up IoT and field service integration |
| Topic 2: Manage entitlements and service level agreements (SLAs) | 15-19% | - Configure entitlements
|
| Topic 3: Implement Customer Service multi-session experience | 5-9% | - Configure Customer Service workspace
|
| Topic 4: Implement routing and work distribution | null | - Configure unified routing
|
| Topic 5: Manage cases and knowledge management | 51-55% | - Implement knowledge management
- Create and manage cases
|
| Topic 6: Implement scheduling | 10-14% | - Configure service scheduling
|
| Topic 7: Manage analytics, visualizations, and insights | 5-9% | - Create and manage dashboards and reports
|
| Topic 8: Implement Microsoft Power Platform integration | 2-6% | - Integrate Power Apps and Power Automate
|
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