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Microsoft MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant

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Reading Time: 9 mins | Publish Date: 3 Apr 2021 | Update Date: 22 Jun 2022

How to Prepare For MB-230: Microsoft Dynamics 365 Customer Service Exam

Preparation Guide for MB-230: Microsoft Dynamics 365 Customer Service Exam


Microsoft has given a certification track for IT professionals to get certified in Dynamics 365 Customer Service. The assessment is based on a rigorous exam using industry standard methodology to determine whether a candidate meets Microsoft’s proficiency standards.

According to Microsoft, a Microsoft Certified Dynamics 365 functional consultants enables organizations to leverage responsible for implementing omnichannel solutions that focus upon service, quality, reliability, efficiency, and customer satisfaction., Microsoft MB-230: Microsoft Dynamics 365 Customer Service Exam is designed for professional who are working in the IT industries as well as it focuses on the other candidates who want to prove introductory knowledge of Microsoft Dynamics 365

Certification is evidence of your skills, expertise in those areas in which you like to work. If candidate wants to work on MB-230: Microsoft Dynamics 365 Customer Service Exam and prove his knowledge, Certification offered by Microsoft. This Microsoft MB-230 Exam helps a candidate to validates his skills in MB-230: Microsoft Dynamics 365 Customer Service Exam Technology.

In this guide, we will cover the MB-230: Microsoft Dynamics 365 Customer Service Exam, MB-230: Microsoft Dynamics 365 Customer Service Exam Certified professional salary and all aspects of the MB-230: Microsoft Dynamics 365 Customer Service Exam Certification.

Introduction to MB-230: Microsoft Dynamics 365 Customer Service Exam

Microsoft MB-230 Exam is a certification exam that is conducted by Microsoft to validates candidate knowledge and skills of Managing cases and knowledge base .

Candidate are in charge of designing and implementing service management visualizations and reports provided by and in collaboration with the Solution Architect. This exam checks competency level on topics such as implementation and upgradation Power platform components,managing entitlements and SLA’s . After passing this exam, candidates get a certificate from Microsoft that helps them to demonstrate their proficiency in Dynamics 365 Customer Service to their clients and employers.

Topics of MB-230: Microsoft Dynamics 365 Customer Service Exam

Candidates must know the exam topics before they start of preparation. because it will really help them in hitting the core. Our Microsoft MB-230 dumps will include the following topics:

1. Perform configuration (25-30%)

Configure Service Management settings

  • Describe process of record creation and update rules
  • Configure queues
  • Configure holiday schedule
  • Configure customer service schedule
  • Configure user work hours
  • Configure categories and subjects
  • Configure cases
  • Configure customer service security roles
  • Configure goal management components
  • Create routing rules
  • Configure services

Configure processes

  • Configure custom business process flows
  • Implement business process flows from Microsoft AppSource

Create and configure customer service visualizations

  • Configure customer service content pack for Power BI
  • Configure customer service dashboards
  • Design and create customer service charts
  • Execute and analyze customer service reports

2. Manage cases and the knowledge base (30-35%)

Create and manage cases

  • Manage case list
  • Create and search for case records
  • Convert activities to cases
  • Perform case resolution
  • Implement case routing rules
  • Implement parent/child cases
  • Merge cases
  • Configure status reason transitions

Create and manage the knowledge base

  • Configure entities for knowledge management
  • Link an article with a case
  • Use the knowledge base to resolve cases
  • Create and manage knowledge base article lifecycle
  • Create and manage knowledge base articles
  • Search for articles

3. Manage queues, entitlements, and SLAs (25-30%)

Create and manage queues

  • Differentiate queue types
  • Add cases and activities to queues
  • Implement case routing
  • Configure entities for queues
  • Configure queue email settings
  • Configure record creation and update rules

Create and manage entitlements

  • Define and create entitlements
  • Manage entitlement templates
  • Activate and deactivate entitlements
  • Renew or cancel an entitlement
  • Assign an entitlement to a case

Create and manage SLAs

  • Determine SLA conditions
  • Define and create SLAs
  • Implement actions and details
  • Use SLAs on-demand
  • Manage cases with SLAs
  • Create and manage SLA items

4. Configure voice of the customer (15-20%)

Create surveys

  • Create a theme and upload images
  • Add pages to a survey and personalize data
  • Identify survey question types
  • Add survey questions
  • Identify respondent types
  • Configure response routing
  • Configure survey scoring
  • Configure survey unsubscription options

Preview, test, and publish surveys

  • Distribute survey link using email
  • Embed a survey in a web page
  • Clone, import, and translate surveys

Manage survey responses

  • Summarize survey results
  • Determine report types
  • Implement workflow conditional logic for survey actions
  • Create business actions based upon survey responses

Who should take the MB-230: Microsoft Dynamics 365 Customer Service Exam

The Microsoft MB-230 Exam certification is an internationally-recognized certification which help to have validation for those professionals who are keen to make their career in Dynamics 365 Customer Service

This exam aspirant are validated on ability to accomplish the following technical tasks: perform configuration; manage cases and the knowledge base; manage queues, entitlements, and SLAs; and configure voice of the customer.These candidates can go for this exam.

  • Marketing consultants

How to study the MB-230: Microsoft Dynamics 365 Customer Service Exam

Preparation of certification exams could be covered with two resource types . The first one are the study guides, reference books and study forums that are elaborated and appropriate for building information from ground up. Apart from them video tutorials and lectures are a good option to ease the pain of through study and are relatively make the study process more interesting nonetheless these demand time and concentration from the learner. Smart candidates who wish to create a solid foundation altogether examination topics and connected technologies typically mix video lectures with study guides to reap the advantages of each but practice exams or practice exam engines is one important study tool which goes typically unnoted by most candidates. Practice exams are designed with our experts to make exam prospects test their knowledge on skills attained in course, as well as prospects become comfortable and familiar with the real exam environment. Statistics have indicated exam anxiety plays much bigger role of students failure in exam than the fear of the unknown. Certification-questions expert team recommends preparing some notes on these topics along with it don’t forget to practice Microsoft MB-230 dumps which had been written by our expert team, each of these can assist you loads to clear this exam with excellent marks.

MB-230: Microsoft Dynamics 365 Customer Service Exam Certification Path

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.

How much MB-230: Microsoft Dynamics 365 Customer Service Exam Cost

The price of the MB-230: Microsoft Dynamics 365 Customer Service exam is $165 USD, for more information related to exam price please visit to Microsoft Training website as prices of Microsoft exams fees get varied country wise.

How to book the MB-230: Microsoft Dynamics 365 Customer Service Exam

These are following steps for registering the MB-230: Microsoft Dynamics 365 Customer Service exam.

  • Step 1: Visit to Microsoft Learning and search for MB-230: Microsoft Dynamics 365 Customer Service
  • Step 2: Sign up/Login to Pearson VUE account
  • Step 3: Select local centre based on your country, date, time and confirm with a payment method.

What is the duration, language, and format of MB-230: Microsoft Dynamics 365 Customer Service Exam

  • 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.)
  • Passing Score 700 / 1000
  • Type of Questions: This test format is multiple choice.
  • language: English

MB-230: Microsoft Dynamics 365 Customer Service Exam Certified Professional salary

The average salary of a MB-230: Microsoft Dynamics 365 Customer Service Exam Certified Expert in

  • United State - 90,247 USD
  • India - 15,00,327 INR
  • Europe - 80,347 EURO
  • England - 70,632 POUND

The benefit of obtaining the MB-230: Microsoft Dynamics 365 Customer Service Exam Certification

  • Microsoft MB-230 Certification is distinguished among competitors. Microsoft MB-230 certification can give them an edge at that time easily when candidates appear for employment interview, employers are very fascinated to note one thing that differentiates the individual from all other candidates.
  • Microsoft MB-230 certification has more useful and relevant networks that help them in setting career goals for themselves. **Microsoft MB-230 networks provide them with the correct career guidance than non certified generally are unable to get.
  • Microsoft MB-230 will be confident and stand different from others as their skills are more trained than non-certified professionals.
  • Microsoft MB-230 Exam provide proven knowledge to use the tools to complete the task efficiently and cost effectively than the other non-certified professionals lack in doing so.
  • Microsoft MB-230 Certification provides practical experience to candidates from all the aspects to be a proficient worker in the organization.
  • Microsoft MB-230 Certifications provide opportunities to get a job easily in which they are interested in instead of wasting years and ending without getting any experience.
  • Increases Efficiency : Professional certifications are a great assistance to furnish your consultancy with a firm foundation. This advanced information, and knowledge you gain during attaining specialized certification can give you with up-to-date tools and technical strategies that will serve to guide and direct you in the execution of your projects, allowing you to manage all aspects of your work more effectively.

Difficulty in Writing MB-230: Microsoft Dynamics 365 Customer Service Exam

You must have appeared for many exams and faced many challenges in the exam some of the points are like lengthy questions, meaning of questions not clear, time pressure, scenario based questions, case study questions etc. This Microsoft exam is also one of the difficult exam but it is not that difficult if you have proper study material with you, In your study material, you should have verified practice test paper.

There are many websites that are offering the latest Microsoft MB-230 questions and answers but these questions are not verified by Google certified experts and that’s why many are failed in their just first attempt. Certification-questions is the best platform which provides the candidate with the necessary Microsoft MB-230 exam questions that will help him to pass the Microsoft MB-230 on the first time. Candidate will not have to take the Microsoft MB-230 twice because with the help of Microsoft MB-230 dumps Candidate will have every valuable material required to pass the Google Microsoft MB-230. We are providing the latest and actual questions and that is the reason why this is the one that he needs to use and there are no chances to fail when a candidate will have valid dumps from Certification-questions. We have the guarantee that the questions that we have will be the ones that will pass candidate in the Microsoft MB-230 in the very first attempt.

For more info read reference:

Microsoft learning site

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