Overview

The MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant exam is a prestigious certification that demonstrates an individual's ability to implement and manage Dynamics 365 customer service solutions effectively. This practice test is designed to prepare candidates for the certifying MB-230 exam by providing hands-on experience in managing cases and knowledge management, entitlements and SLAs, scheduling, routing, and Connected Customer Service. Students will gain an in-depth understanding of Power Platform, Multisession Experiences, Analytics and Insights Management to be able to efficient make use of the Dynamics 365 product.This practice test includes 45 questions that cover the topics in the Microsoft Dynamics 365 Customer Service Functional Consultant exam. These questions present a realistic experience of the exam and serve as a perfect opportunity for students to evaluate their readiness for the certification exam. Through this extensive practice test, students will learn how to effectively manage cases and knowledge, work with entitlements and SLAs, implement scheduling, routing, Connected Customer Service, Multi-session Experiences, and manage analytics for customer service solutions.Skills at a glanceManage cases and Knowledge Management (15-20%)Manage entitlements and SLAs (1-5%)Implement scheduling (10-15%)Implement multi-session experiences for Customer Service (30-35%)Manage analytics, visualizations, and insights (10-15%)Implement Microsoft Power Platform (5-10%)Implement Connected Customer Service (1-5%)Implement routing (10-15%)Manage cases and Knowledge Management (15-20%)Create and manage casesConfigure casesManage casesCreate and search for case recordsConvert activities to casesPerform case resolutionManage parent/child casesMerge casesSet autonumbering for customer service entitiesDefine and configure foundational Customer Service componentsImplement Advanced Similarity rulesImplement record creation and update rulesConfigure and modify the Case Resolution dialogueConfigure Status Reason transitionsConfigure business process flowsConfigure categories and subjectsConfigure document managementConfigure basic and enhanced Teams integrationConfigure security rolesDescribe the Customer Service app interfacesCreate and administer Knowledge ManagementConfigure internal Knowledge Search capabilitiesResolve cases by using Knowledge articlesManage the Knowledge article lifecycleManage Knowledge article content and templatesConfigure tables for Knowledge ManagementTranslate Knowledge articlesManage Knowledge article feedbackIntegrate and search external Knowledge sourcesCapture customer feedback by using Customer VoiceCreate a surveyDescribe survey elements including question typesApply formatting and branding to a surveyTrigger distribution of a surveyDescribe and analyze survey results including Customer Satisfaction Score and Net Promoter ScoreManage entitlements and SLAs (1-5%)Create and manage entitlementsConfigure and apply entitlementsDefine and create entitlements including products, channels, contacts, allocations, and SLAsManage entitlement templatesActivate and deactivate entitlementsRenew or cancel an entitlementCreate and manage SLAsDefine and create SLAsConfigure SLA settingsConfigure a holiday scheduleConfigure a customer service scheduleImplement actions by using Power AutomateApply SLAsCreate and manage SLA items including key performance indicators (KPIs), warning actions, success actions, and applicabilityConfigure a timer control on a formEnable tables for enhanced SLAsImplement scheduling (10-15%)Configure service schedulingDefine business closuresConfigure resourcesConfigure work hoursConfigure facilities and equipmentConfigure resource categories and characteristicsConfigure resource groupsConfigure sitesDefine servicesConfigure fulfillment preferencesImplement schedule boardsIdentify features and uses for Booking Requirements viewSchedule service activitiesReassign and reschedule service activitiesManage schedule boardsDescribe use cases for multiple schedule boardsConfigure schedule boardsCustomize schedule boardsImplement Universal Resource Scheduling (URS)Describe use cases for URSDescribe the role of resource requirements in schedulingEnable scheduling for a tableManage the work hours calendar for requirementsImplement multi-session experiences for Customer Service (30-35%)Deploy Omnichannel for Customer ServiceConfigure workstreamsImplement security roles for omnichannelConfigure user settingsManage channelsConfigure a chat widgetConfigure pre-chat surveysConfigure proactive chatConfigure the voice channelConfigure the chat channelConfigure the record-based channelConfigure agent productivity toolsConfigure quick repliesConfigure agent scriptsCreate macrosEnable the productivity paneConfigure agent workspacesConfigure notificationsConfigure session templatesCreate agent experience profilesConfigure the Agent InboxConfigure application tabsConfigure agent productivity AI capabilitiesEnable AI suggestions for similar casesEnable AI-suggested descriptions and keywordsEnable Smart AssistConfigure real-time customer sentimentConfigure AI suggestions for contacts in Microsoft TeamsManage analytics, visualizations, and insights (10-15%)Configure insightsConfigure historical analyticsConfigure topic clusteringConfigure Knowledge search analyticsCreate and configure visualizations and reportsConfigure single-stream and multi-stream interactive dashboardsDesign and create customer service chartsPersonalize native Power BI reportsConfigure Omnichannel InsightsConfigure the Omnichannel Insights dashboardConfigure intraday insightsCustomize KPIs for intraday insightsEnable sentiment analysisImplement Microsoft Power Platform (5-10%)Configure model-driven appsCreate and configure formsCreate and configure viewsConfigure site mapsCreate and configure columnsConfigure Microsoft Excel and Word templatesConfigure alerts and in-app notificationsConfigure column mappings on table relationshipsCreate custom appsCreate task-specific canvas apps and custom pagesEmbed apps in Dynamics 365 Customer ServiceCreate Microsoft Power Pages websitesImplement Microsoft Copilot Studio for Customer ServiceDescribe Microsoft Copilot Studio components and conceptsIntegrate Microsoft Copilot Studio with Dynamics 365 Customer ServiceCreate and manage bots including chat and voiceImplement Microsoft Copilot Studio as a post-call surveyImplement Connected Customer Service (1-5%)Describe Connected Customer ServiceDescribe IoT componentsIdentify use cases for Connected Customer ServiceDescribe security roles for Connected Customer ServiceCreate and manage IoT devicesManage IoT devicesInteract with IoT devicesAssociate devices with customer accountsCategorize devicesImplement routing (10-15%)Configure routingConfigure work classification and assignments including rulesConfigure user attributes including capacity profilesImplement Basic Case Routing rulesConfigure Routing RulesetsDescribe unified routing optionsConfigure skills-based routing and Skills FinderConfigure diagnosticsCreate and manage queuesDifferentiate queue typesConfigure queuesAdd records to queuesConfigure tables for queuesPerform queue operations including pick, release, remove, and delete operationsAdditionally, this practice test benefits those interested in becoming a Microsoft Dynamics 365 Customer Service Functional Consultant as it covers the nuances of the certification exam in detail. By taking this course, students become familiar with the format and type of the questions asked in the certification exam, and they get highly valuable hands-on experience, and information about the areas they need to improve in.The course is appropriate for beginners who want to become certified Dynamics 365 Customer Service Functional Consultant or professionals who are looking to refresh their skills and prepare for the certification exam. Individuals who take this course will have the chance to meet their educational and professional goals, and learn relevant insights and knowledge on how to implement Microsoft Dynamics 365 Customer Service Functional Consultant effectively.

Skills

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