2026 Latest Review MB-230 Guide | 100% Free Microsoft Dynamics 365 Customer Service Functional Consultant Exam Price

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Microsoft MB-230 Exam Syllabus Topics:

SectionWeightObjectives
Implement multi-session experiences for Customer Service20%- Configure and manage Omnichannel
  • 1. Configure agent scripts
  • 2. Manage context variables
  • 3. Configure routing and assignment
  • 4. Configure work streams and queues
- Manage channels
  • 1. Configure Microsoft Teams integration
  • 2. Configure SMS
  • 3. Configure Chat
  • 4. Configure Voice
- Configure the Customer Service workspace
  • 1. Configure productivity tools
  • 2. Configure apps and templates
  • 3. Configure notifications
  • 4. Configure session management
Implement routing10%- Manage queues and routing
  • 1. Configure advanced routing rules
  • 2. Configure routing rules
  • 3. Create and manage queues
- Configure unified routing
  • 1. Configure assignment methods
  • 2. Configure work classification
  • 3. Configure work distribution
Implement scheduling5%- Manage services
  • 1. Schedule service activities
  • 2. Define service activities
- Manage resources
  • 1. Configure resource calendars and working hours
  • 2. Define resources and resource groups
Manage cases and Knowledge Management20%- Create and manage cases
  • 1. Use case routing rules
  • 2. Identify and create cases from activities
  • 3. Analyze cases with interactive dashboards
  • 4. Create case and child case
  • 5. Customize case views
- Manage Knowledge Management
  • 1. Manage the Knowledge Management lifecycle
  • 2. Configure entities for Knowledge Management
  • 3. Create and manage knowledge articles
  • 4. Use knowledge article templates
Implement Microsoft Power Platform10%- Configure Power Virtual Agents
  • 1. Configure topics and entities
  • 2. Create chatbots
  • 3. Integrate chatbots with Customer Service
- Configure Power Automate
  • 1. Use Common Data Service connector
  • 2. Configure triggers and actions
  • 3. Create and manage flows
Manage entitlements and SLAs15%- Create and manage entitlements
  • 1. Apply entitlements to cases
  • 2. Define and manage entitlement templates
  • 3. Create and activate entitlements
- Create and manage SLAs
  • 1. Create SLA items and actions
  • 2. Define and configure SLA KPIs
  • 3. Enable SLAs for entities
  • 4. Use hierarchical SLA configurations
Manage analytics, visualizations, and insights10%- Configure Customer Service Insights
  • 1. Configure dashboards and charts
  • 2. Configure Power BI integration
  • 3. Configure Customer Service historical analytics
- Manage insights
  • 1. Analyze Omnichannel insights
  • 2. Analyze conversation insights
  • 3. Monitor and improve service with analytics
Implement Connected Customer Service10%- Manage Connected Customer Service scenarios
  • 1. Configure asset management
  • 2. Configure proactive service
  • 3. Manage customer assets
- Configure IoT integration
  • 1. Create cases from IoT alerts
  • 2. Configure IoT alerts
  • 3. Manage IoT devices

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q364-Q369):

NEW QUESTION # 364
You are a Dynamics 365 forCustomer Service administrator.
Members of the customer support staff must not be available on public holidays in the year 2021.
You need to configure holiday schedules.
Which actions should you perform? To answer, select the appropriate options in theanswer area.
NOTE:Each correct selection is worth one point.

Answer:

Explanation:
Explanation

References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/set-up-holidayschedule


NEW QUESTION # 365
A client wants to use the knowledge base in Dynamics 365 Customer Service.
You need to identify the state of a knowledge base article when an event occurs.
What are the states of the articles? 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/customer-service-hub-user-guide-knowledge-article


NEW QUESTION # 366
You are an Omnichannel supervisor for an inbound call center.
The call center's customer service rating has decreased over the past few months.
You need to enable analysis to view real-time customer sentiment.
In which configuration area should you enable each requirement? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation:
Graphical user interface, text, application, chat or text message Description automatically generated


NEW QUESTION # 367
You are a Dynamics 365 for Customer Service administrator. The organization has multiple business process flows for warranty management.
You need to manage business process flows.
What should you configure? To answer, select the appropriate configuration in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation


NEW QUESTION # 368
You need to ensure that customers cannot open more cases than they are allowed.
Which four 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:
Text, table Description automatically generated with medium confidence

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


NEW QUESTION # 369
......

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