Candidates for this exam are functional consultants with customer service expertise. They are responsible for implementing omnichannel solutions that focus upon service, quality, reliability, efficiency, and customer satisfaction.
Candidates design and implement service management processes in collaboration with solution architects. Candidates collaborate with customer engagement administrators to implement and upgrade customer service components including knowledge management, customer feedback, and connected services.
Candidates must have strong applied knowledge of customer service including in-depth understanding of cases, knowledge management, unified routing and queues, entitlements, resource scheduling, service- level agreements (SLAs), visualizations, connected services, Customer Service Insights, Power Virtual Agents, Customer Service workspaces, Customer Voice, and Omnichannel for Customer Service. The functional consultant's knowledge should include a comprehensive understanding of the customer service application's role in relationship to the Dynamics 365 suite of apps along with a basic understanding of the solution architecture and quality assurance.
Microsoft Customer Service Exam Summary:
| Exam Name | Microsoft Certified - Dynamics 365 Customer Service Functional Consultant Associate |
| Exam Code | MB-230 |
| Exam Price | $165 (USD) |
| Exam Price | 120 mins |
| Number of Questions | 40-60 |
| Passing Score | 700 / 1000 |
| Books / Training | MB-230T01-A: Microsoft Dynamics 365 Customer Service |
| Sample Questions | Microsoft Customer Service Sample Questions |
| Practice Exam | Microsoft MB-230 Certification Practice Exam |
Microsoft MB-230 Exam Syllabus Topics:
| Topic | Details |
| Manage cases and knowledge management (15-20%) | |
| Create and manage cases | - Configure cases - Manage cases - Create and search for case records - Convert activities to cases - Perform case resolution - Manage parent/child cases - Merge cases - Set autonumbering for customer service entities |
| Define and Configure foundational Customer Service components | - Implement advanced similarity rules - Implement record creation and update rules - Configure and modify the Case Resolution dialogue - Configure status reason transitions - Configure business process flows - 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 - Manage the Knowledge 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 - Define and create entitlements including products, channels, contacts, allocations, and SLAs - Manage entitlement templates - Activate and deactivate entitlements - Renew or cancel an entitlement |
| Create and manage SLAs | - Define and create SLAs - Configure SLA settings - Configure a holiday schedule - Configure a customer service schedule - Implement actions 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 | - Define business closures - Configure resources - Configure work hours - Configure facilities and 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 | - Describe use cases for multiple schedule boards - Configure schedule boards - Customize 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 - Configure the voice channel - Configure the chat channel - Configure the record-based channel |
| Configure agent productivity tools | - Configure quick replies - Configure agent scripts - Create macros - 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 |
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