Microsoft MB-230 exam consists of various topics, including case management, service level agreements, entitlements, knowledge management, and customer engagement. MB-230 exam is structured to test your knowledge of customer service management concepts and your ability to implement them using Microsoft Dynamics 365. By passing MB-230 exam, you will not only demonstrate your skills in customer service management, but also your ability to work with Microsoft Dynamics 365, which is a widely used customer service management system.

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Earning the Microsoft Dynamics 365 Customer Service Functional Consultant certification can help professionals stand out in the job market and enhance their credibility with clients and employers. Microsoft Dynamics 365 Customer Service Functional Consultant certification can also lead to new opportunities for career advancement and higher earning potential.

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Microsoft MB-230 Exam Syllabus Topics:

Section	Weight	Objectives
Implement Customer Service multi-session experience	5-9%	- Configure Customer Service workspace 1. Set up app profiles and session templates 2. Integrate channels and productivity tools
Manage analytics, visualizations, and insights	5-9%	- Create and manage dashboards and reports 1. Build custom dashboards and visualizations 2. Use out-of-box Customer Service reports - Implement Customer Voice surveys and feedback
Implement Microsoft Power Platform integration	2-6%	- Integrate Power Apps and Power Automate 1. Create custom forms and workflows 2. Connect Customer Service with other apps
Manage cases and knowledge management	51-55%	- Configure Dynamics 365 Copilot for Service - Create and manage cases 1. Configure case types and statuses 2. Manage case hierarchies and relationships 3. Implement case routing and queues - Implement knowledge management 1. Configure knowledge search and recommendations 2. Create and manage knowledge articles 3. Integrate knowledge with cases and portals
Implement Connected Customer Service	2-6%	- Set up IoT and field service integration
Implement scheduling	10-14%	- Configure service scheduling 1. Set up resources and resource groups 2. Implement scheduling rules and availability 3. Define service activities and requirements
Implement routing and work distribution	2-6%	- Configure unified routing 1. Set up workstreams and queues 2. Define routing rules and decision trees
Manage entitlements and service level agreements (SLAs)	15-19%	- Configure entitlements 1. Associate entitlements with customers and cases 2. Define entitlement terms and restrictions - Implement SLAs 1. Manage SLA calculations and pauses 2. Define SLA KPIs and timelines 3. Configure SLA actions and warnings