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Microsoft MB-230 Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Implement Connected Customer Service	2-6%	- Set up IoT and field service integration
Topic 2: Manage analytics, visualizations, and insights	5-9%	- Create and manage dashboards and reports 1. Use out-of-box Customer Service reports 2. Build custom dashboards and visualizations - Implement Customer Voice surveys and feedback
Topic 3: Manage entitlements and service level agreements (SLAs)	15-19%	- Configure entitlements 1. Define entitlement terms and restrictions 2. Associate entitlements with customers and cases - Implement SLAs 1. Define SLA KPIs and timelines 2. Configure SLA actions and warnings 3. Manage SLA calculations and pauses
Topic 4: 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
Topic 5: Implement routing and work distribution	2-6%	- Configure unified routing 1. Set up workstreams and queues 2. Define routing rules and decision trees
Topic 6: Manage cases and knowledge management	51-55%	- Create and manage cases 1. Configure case types and statuses 2. Implement case routing and queues 3. Manage case hierarchies and relationships - Implement knowledge management 1. Configure knowledge search and recommendations 2. Create and manage knowledge articles 3. Integrate knowledge with cases and portals - Configure Dynamics 365 Copilot for Service
Topic 7: Implement scheduling	10-14%	- Configure service scheduling 1. Set up resources and resource groups 2. Define service activities and requirements 3. Implement scheduling rules and availability
Topic 8: 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

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100% Pass 2026 Unparalleled Microsoft MB-230: Reliable Microsoft Dynamics 365 Customer Service Functional Consultant Test Braindumps

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q339-Q344):

NEW QUESTION # 339
You make a phone call regarding an existing case record.
You need to create a phone call activity that appears on the case record timeline.
Which three actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.

Answer:

Explanation:

Explanation:

NEW QUESTION # 340
A company administrator is setting up Dynamics 365 Omnichannel for Customer Service.
The administrator is unable to complete the setup due to insufficient permissions.
You need to ensure that the administrator can complete the setup.
Which three security settings should you assign to the administrator? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.

A. Power Platform Admin role
B. Dynamics 365 System Administrator
C. -write access to the Client Access License
D. Dynamics 365 Global Administrator
E. Read access to the Client Access License

Answer: A,B,D

NEW QUESTION # 341
You are a Dynamics 365 for Customer Service administrator.
You need to implement queues to manage cases.
Which queue types should you use? To answer, drag the appropriate queue types to the correct scenarios. Each queue type may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view content.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/set-up-queuesmanage-activities-cases

NEW QUESTION # 342
You use Dynamics 365 Customer Service to manage cases.
You need to create a service-level agreement (SLA) that provides a warning when two KPI values match a specified condition: First response and Resolve by.
Which two types of SLA details should you use? Each correct answer presents pan of the solution NOTE: Each correct selection is worth one point.

A. Item warning
B. SLA item failure
C. Resolve KPI only
D. Response KPI only

Answer: A,D

NEW QUESTION # 343
You need to configure the options for the schedule.
Which options should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/resources-service-scheduling

NEW QUESTION # 344
......

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