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Microsoft MB-230 Exam Overview:
| Certification Vendor: | Microsoft |
|---|---|
| Exam Name: | Microsoft Dynamics 365 Customer Service Functional Consultant |
| Exam Number: | MB-230 |
| Exam Price: | $165 USD |
| Real Exam Qty: | 40-60 |
| Exam Format: | Yes/No, Drag-and-drop, Multiple choice, Case study |
| Passing Score: | 700 / 1000 |
| Available Languages: | Korean, Japanese, Chinese (Traditional), Indonesian (Indonesia), English, Russian, Chinese (Simplified), French, Arabic (Saudi Arabia), German, Italian, Spanish, Portuguese (Brazil) |
| Certificate Validity Period: | 1 year (renewal required) |
| Related Certifications: | Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate |
| Exam Duration: | 100 minutes |
| Sample Questions: |  |
| Exam Way: | Online (proctored) or at a testing center |
| Pre Condition: | None |
| Official Syllabus URL: | https://learn.microsoft.com/en-us/credentials/certifications/exams/mb-230 |
Microsoft MB-230 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Manage cases and Knowledge Management | 20% | - Manage Knowledge Management
|
| Implement routing | 10% | - Configure unified routing
|
| Manage analytics, visualizations, and insights | 10% | - Manage insights
|
| Implement Microsoft Power Platform | 10% | - Configure Power Virtual Agents
|
| Implement Connected Customer Service | 10% | - Manage Connected Customer Service scenarios
|
| Manage entitlements and SLAs | 15% | - Create and manage entitlements
|
| Implement multi-session experiences for Customer Service | 20% | - Configure and manage Omnichannel
|
| Implement scheduling | 5% | - Manage services
|
About the Microsoft MB-230 Exam: FAQ
Delivery is instant: payment triggers an automatic email within a minute — unlimited installations, and 24/7 customer assisting for any downloading or purchasing issue if nothing arrives within 2 hours. If you fail the corresponding MB-230 exam within 60 days of purchase, choose your remedy: a full refund (scanned enrollment slip plus the official Score Report PDF within 2 days of the exam; processed within 7 days), waiting for the next updated version free, or a free change to two other equal-value dumps. Excluded: exams within 3 days of purchase, candidate names that don't match the payer, and free or expired products.
100 minutes for 40-60 questions. Fit the atmosphere in advance: timed sessions in the ValidExam online engine make the formal pace feel practiced, not pressured.
The Microsoft Dynamics 365 Customer Service Functional Consultant blueprint spans 8 domains — including Implement Connected Customer Service (10%), Manage entitlements and SLAs (15%), Implement routing (10%). Let the weightings direct your spare-time review; the full outline above lists every subtopic.
Yes — download the free Microsoft Dynamics 365 Customer Service Functional Consultant demo and evaluate the material before paying. Purchases include 365 days of free updates, each new version emailed immediately upon release; renew afterward at 50% off.
None Eligibility rules change periodically, so confirm the current requirements on the official page (official MB-230 exam page) before registering.
The Microsoft Dynamics 365 Customer Service Functional Consultant is Microsoft's certification exam for Microsoft Dynamics 365, at the Associate level. It validates job-ready skills, and passing it marks you as a verified professional. Related credentials include Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate.
$165 USD per attempt, 700 / 1000 to pass. A retake costs the full fee again — effective preparation with the 373 practice questions for the MB-230 exam is the economical path.
Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions:
You are a Dynamics 365 for Customer Service administrator. You are using Voice of the Customer and are reviewing survey A survey responder marked 10 percent for overall satisfaction.
You need to ask additional questions based on the response.
Which four actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.
Correct Answer:
Explanation:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design-advancedsurvey
A company uses Dynamics 365 Customer Service. The company installs Dynamics 365 Customer Service Insights.
The company wants to use dashboards to report phone calls and emails to monitor the productivity of representatives.
You need to perform the configuration.
Which configuration should you use? To answer, select the appropriate configurations in the answer area.
NOTE: Each correct selection is worth one point.
Correct Answer:
Explanation:
Box 1: Go to the Dynamics 365 Customer Service URL and choose the Dynamics 365 Customer Service Insights dashboard.
Customer Service Insights is now embedded in Dynamics 365 Customer Service. After it is enabled, this experience allows you to start seeing historical analytics directly within the Customer Service environment.
Several reports and dashboards can be viewed by your management team.
Box 2: Channel
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/introduction-customer-service-analytics
A company uses Dynamics 365 Customer Service. An administrator for the company is configuring Copilot for agents.
The company requires reports on agent transactions and interactions with Copilot.
You need to recommend a feature or component that the administrator should configure.
Which component or feature should you recommend?
- A. Agent experience data setting in the Copilot Help pane
- B. Custom Dynamics 365 Help page
- C. Make Copilot available to agents setting in the Copilot Help pane
- D. Smart assist
- E. Ask a Question in Copilot in Dynamics 365 Customer Service
Correct Answer: A 🗳️
You are the administrator of a Dynamics 365 Customer Service system. The customer service team currently uses the standard First Response By and Resolve By KPIs. These KPIs are applied to all cases. Entitlements are not in use.
The customer service team manager requires a third KPI. All three KPIs must be tracked for all cases.
You need to configure the new KPI.
Which five actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.
Correct Answer:
Explanation:
You are a Dynamics 365 Customer Service administrator.
You create a new entity named Root Cause Escalation. Queues must be used for new Root Cause Escalation records. The records must be automatically assigned to the record owner's default queue when a record is created.
You need to implement the proper functionality to meet the requirements.
Which three actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.
Correct Answer:
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/enable-entities-for-queues
