Overview

Exam MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant and Exam MB-240: Microsoft Dynamics 365 Field Service Functional ConsultantExam MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant:-As a candidate for this exam, you're a functional consultant with customer service expertise. You're responsible for implementing solutions that focus upon:Customer serviceQualityReliabilityEfficiencyCustomer satisfactionYou design and implement service management processes and automation in collaboration with solution architects and developers. You coordinate with customer engagement administrators to implement and upgrade customer service components including:Dynamics 365 Contact CenterMicrosoft Copilot in Customer ServiceCollaborationKnowledge managementCustomer feedbackYou must have strong applied knowledge of customer service, including in-depth understanding of cases, knowledge management, queues, service scheduling, service-level agreements (SLAs), Microsoft Copilot Studio, Customer Service applications, Customer Voice, basic and unified routing, and Contact Center.As a functional consultant, your knowledge should include:Comprehensive understanding of the customer service application's role in relationship to the Dynamics 365 suite of apps.Basic understanding of the solution architecture.Skills measured Manage cases, Knowledge Management, and feedback (40-45%)Implement scheduling and routing (10-15%)Implement Dynamics 365 Contact Center (20-25%)Extend Customer Service by using Microsoft Power Platform (15-20%)Exam MB-240: Microsoft Dynamics 365 Field Service Functional ConsultantAs a candidate for this exam, you're a Microsoft Dynamics 365 Field Service functional consultant. You're responsible for implementing solutions that:Schedule resources to meet customer requirements.Optimize resources by matching skills, locations, and availability.Equip frontline workers with the information and tools to deliver great service.Build a service history of customer assets.You're responsible for:Configuring the default administration areas of the Field Service application.Configuring resources and scheduling.Configuring service agreements and booking setups.Managing work orders, incident types, and bookings.Managing customer assets.Installing and configuring the Field Service mobile app.Enhancing Field Service based on customer requirements.As a candidate, you should have a basic understanding of field service principles and the role the Field Service app plays in relationship to the Dynamics 365 suite of applications, including integration of:Microsoft Power PlatformDynamics 365 Customer ServiceMicrosoft 365 appsDynamics 365 Remote AssistDynamics 365 GuidesYou should understand:Industry terminologyField service processesWork order lifecycleUses for Microsoft 365 Copilot in Field ServiceBest practicesSkills measured Configure field service applications (20-25%)Manage work orders and customer assets (25-30%)Schedule and dispatch work orders (15-20%)Manage the Field Service mobile app (5-10%)Manage inventory and purchasing by using the built-in inventory management system (5-10%)Implement Microsoft Power Platform (5-10%)

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