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Microsoft MB-230 Exam Syllabus Topics:

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

>> MB-230 Valid Study Questions <<

2026 MB-230 Valid Study Questions | Reliable Microsoft MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant 100% Pass

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q353-Q358):

NEW QUESTION # 353
You are using Dynamics 365 for Customer Service. You have existing routing rules.
You need to create a routing rule for cases and bulk-import cases.
Which actions should you perform? To answer, select the appropriate action in the dialog box in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation:

NEW QUESTION # 354
A customer's entitlement is not available to assign to a case.
You need to determine the cause of the customer's issue.
What are two possible reasons for the issue? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

A. The entitlement is in waiting status
B. The entitlement was renewed
C. The entitlement is set as the default
D. The entitlement is active
E. The entitlement is expired

Answer: A,E

Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define- support-terms-customer

NEW QUESTION # 355
A client plans to implement a case resolution process.
Which field types does the Case Resolution form use? To answer, select the appropriate options in the answer area.
NOTE:Each correct selection is worth one point.

Answer:

Explanation:

NEW QUESTION # 356
Hotspot Question
You are implementing Omnichannel for Customer Service for a call center.
The call center manager needs to be able to track agents' performance.
You need to configure the intraday insights dashboard to meet the requirement.
Which configurations should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-intraday-dashboard- supervisor

NEW QUESTION # 357
A company implements Dynamics 365 for Customer Service.
Which status reason is used for each casestatus? To answer, select the appropriate option in the answer area.
NOTE:Each correct selection is worth one point.

Answer:

Explanation:

NEW QUESTION # 358
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