Microsoft Practice Test MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant
Digital Badge Included
The MB-230 practice test trains you in implementing Microsoft Dynamics 365 Customer Service omnichannel solutions focusing on service, quality, efficiency, reliability, and customer satisfaction.
Why should I take the MB-230 exam?
The MB-230 certification allows you to give your career a boost and get certified in your detailed knowledge of the capabilities of Microsoft Dynamics 365 Customer Service, as well as other functionalities of Customer Voice and Power Virtual Agents within Power Platform, as they relate to ensuring customer satisfaction. For example, you will need to know how to manage entitlements and SLAs, manage cases and Knowledge Management, implement multi-session experiences for Customer Service, and create surveys with Dynamics 365 Customer Voice. Passing the MB-230 certification exam will earn you the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification.
The MB-230 practice test includes two different modes: certification and practice mode. Certification mode allows you to assess your knowledge and discover your weak areas, with practice mode allowing you to focus on the areas that need development.
All Practice Tests, Up to 60% Off!
Choose the subscription plan that best fits your needs and enjoy full access to our entire practice tests catalog.
Start Now!
Full access to the Practice Test catalog
Get a Subscription Plan from $21.
Release Date: 12/2021 (Last Update: 02/2023)
Job Role: Functional Consultant
Language: English
The MB-230 practice test contains 205 questions and covers the following objectives:
Manage cases and Knowledge Management – 62 questions
Create and manage cases
- Configure cases
- Manage cases
- Create and search for case records
- Convert activities to cases
- Perform case resolution
- Implement parent/child cases
- Merge cases
- Set autonumbering for customer service entities
Define and configure foundational Customer Service components
- Implement Advanced Similarity rules
- Implement record creation and update rules
- Configure the Case Resolution form
- Configure Status Reason transitions
- Configure business process flows
- Configure categories and subjects
- Configure document management
- Configure basic and enhanced Teams integration
Create and administer Knowledge Management
- Configure the Knowledge Search capabilities
- Use Knowledge articles to resolve cases
- Manage the Knowledge article lifecycle
- Manage Knowledge article content and templates
- Configure tables for Knowledge management
- Convert cases to knowledge articles
- Enable AI suggested Descriptions and Keywords
Capture customer feedback by using Customer Voice
- Create a survey
- Describe survey elements including question types
- Apply formatting and branding to a survey
- Trigger distribution of a survey
- Describe and analyze survey results including CSAT and Net Promoter Score (NPS)
Manage entitlements and SLAs – 28 questions
Create and manage entitlements
- Configure and apply entitlements
- Define and create entitlements including products, channels, contacts, allocations, and service-level agreements
- Manage entitlement templates
- Activate and deactivate entitlements
- Renew or cancel an entitlement
Create and manage SLAs
- Define and create service-level agreements (SLAs)
- Configure SLA settings
- Configure a holiday schedule
- Configure a customer service schedule
- Implement actions by using Power Automate
- Manage cases that are associated with SLAs
- Manually apply an SLA
- Create and manage SLA items including KPIs, warning actions, success actions, and applicability
Implement scheduling – 8 questions
Manage resources
- Define business closures
- Configure organizational units
- Configure resources
- Configure work hours
- Configure facilities and equipment
- Configure resource categories and characteristics
Manage services
- Define services
- Schedule a service activity
- Configure fulfillment preferences
Implement multi-session experiences for Customer Service – 30 questions
Deploy Omnichannel for Customer Service
- Provision Omnichannel for Customer Service
- Configure application settings including data masking, operating hours, authentication settings, self-service settings, and sentiment analysis
- Configure work streams
- Configure routing values
- Implement context variables
- Implement security roles for omnichannel
Manage channels
- Configure channels
- Enable the chat widget on websites
- Configure pre-chat surveys
- Configure proactive chat
- Configure the voice channel
Configure agent productivity tools
- Configure quick replies
- Configure agent scripts
- Enable Smart Assist
- Create macros
Configure agent workspaces
- Configure notifications
- Configure session templates
- Create app profiles
- Configure Agent Inbox
Manage analytics and insights – 17 questions
Configure insights
- Configure Customer Service historical analytics
- Configure topic clustering
- Configure Knowledge search analytics
Create and configure visualizations and reports
- Configure tier 1 and tier 2 interactive dashboards
- Design and create customer service charts
- Design reports by using the Report wizard
Configure Omnichannel Insights
- Configure Omnichannel Insights dashboard
- Configure intraday insights
- Customize KPIs for intraday insights
- Enable sentiment analysis
Implement Microsoft Power Platform – 20 questions
Configure model-driven apps
- Create and configure forms
- Create and configure views
- Configure site maps
Create custom apps
- Create task-specific canvas apps and custom pages
- Embed apps in Dynamics 365 Customer Service
- Create a custom portal to support customer service processes
Implement Power Virtual Agents with Dynamics 365 Customer Service
- Describe Power Virtual Agents components and concepts
- Integrate Power Virtual Agents with Dynamics 365 Customer Service
- Escalate conversations to a live agent
- Create and manage bots including chat and voice
- Implement Power Virtual Agents as a post-call survey
Implement Connected Customer Service – 15 questions
Describe Connected Customer Service
- Describe IoT components
- Identify use cases for Connected Customer Service
- Configure Power Automate rules to create IoT Alerts from IoT Central
- Configure security roles for Connected Customer Service
Describe device management options
- Manage IoT devices
- Interact with IoT devices
Implement routing – 25 questions
Configure routing
- Configure work classification and assignments including rules
- Configure user attributes including capacity profiles
- Implement Basic Case Routing rules
- Configure Routing Rulesets
- Describe different unified routing options
- Configure skills-based routing and Skills Finder
- Configure diagnostics
Create and manage queues
- Differentiate queue types
- Configure queues
- Add records to queues
- Configure tables for queues
- Perform queue operations including pick, release, remove, and delete operations
Notes:
- The bullets that follow each of the skills measured are intended to illustrate how we are assessing that skill. Related topics may be covered in the exam.
- Most questions cover features that are general availability (GA). The exam may contain questions on Preview features if those features are commonly used.
System Requirements
A practice test is an informal exam simulation of the real test and enhances your preparation in terms of what to expect on the real exam. A MeasureUp practice test contains around 150 questions covering the exam objective domains. In a MeasureUp practice test there are two specific test modes to prepare students for their certification: Certification Mode and Practice Mode.
- The Practice Mode permits learners to highly customize their testing environment. They may select how many questions they want to include in their assessment, the maximum test completion time, the possibility to randomize the question order, and how and which questions will be shown in the test.
- The Certification Mode simulates the actual testing environment users will see when taking their certification exam. They are timed assessments and do not allow users to request the answers and explanations to questions until after the test.
How does it work?
Why not take a look at our video to see exactly how MeasureUp’s practice tests work?
Why should you trust MeasureUp over free Learning material?
| MeasureUp | Free learning material |
|
|
|
|
|
|
|
|
Will studying with a MeasureUp practice test improve my chances of passing at the first attempt?
Yes. MeasureUp's practice tests have been specially created to help you both save time and pass the first time. The test is fully customizable, allowing you to discover and target your weak areas. This makes the learning process quicker and smoother. Also, as the style, objectives, question type, and difficulty are the same as those found on the official exam, you can be sure that when you pass the practice test twice in Certification Mode, you are exam ready.
What can I expect to earn if I pass the MB-230 Customer Service exam?
On passing the MB-230 Customer Service exam and obtaining a job as a mid-level functional consultant, you can expect to earn a salary in the United States of approximately $125,000.
Source: Nigel Franks International.
Continue growing with MeasureUp’s learning material. Explore the Business applications learning path.
Fundamentals
MB-920: Microsoft Dynamics 365 Fundamentals (ERP)
PL-900: Microsoft Power Platform Fundamentals
Role-based
MB-210: Microsoft Dynamics 365 Sales Functional Consultant
MB-220: Microsoft Dynamics 365 Marketing Functional Consultant
MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant
MB-240: Microsoft Dynamics 365 Field Service Functional Consultant
MB-300: Microsoft Dynamics 365: Core Finance and Operations
MB-310: Microsoft Dynamics 365 Finance Functional Consultant
MB-330: Microsoft Dynamics 365 Supply Chain Management Functional Consultant
MB-500: Microsoft Dynamics 365 Finance and Operations Apps Developer
MB-700: Microsoft Dynamics 365 Finance and Operations Apps Solution Architect
MB-800: Microsoft Dynamics 365 Business Central Functional Consultant
PL-100: Microsoft Power Platform App Maker
PL-200: Microsoft Power Platform Functional Consultant
PL-300: Microsoft Power BI Data Analyst
PL-400: Microsoft Power Platform Developer
PL-500: Microsoft Power Automate RPA Developer
PL-600: Microsoft Power Platform Solution Architect
Bundle (PL-200 + PL-600): Power Platform Expert
Bundle (PL-400 + PL-600): Power Platform Dev and Architect
Specialty
MB-260: Microsoft Customer Data Platform Specialist
MB-230 PRACTICE TEST
Why should you use our MB-230 practice test?
The MeasureUp MB-230 practice test is the most realistic simulation of the actual certification exam on the market, giving you the perfect opportunity to pass the official MB-230 exam on your first try. With MeasureUp's Test Pass Guarantee, you can be sure of success as we will issue you a full refund if you do not pass. The MB-230 practice test has been created by leading experts in the field of configuring Customer Service in Microsoft Dynamics 365.
Why should you trust MB-230 Practice Test from MeasureUp over free learning material?
The MeasureUp MB-230 practice test is superior to free learning material in many ways, such as:
- A higher question count, so more opportunities to learn.
- Detailed explanations with online references of correct and incorrect answers.
- A total of fourteen different question types, recreating the look and feel of the real exam.
- Customizable based on your needs. Certification & Practice Modes.
- Test Pass Guarantee.
- Written, reviewed, and edited by experts.
How to use the MB-230 Practice Test?
You can use the MB-230 practice test in either certification or practice mode. Certification mode gives you the ability to evaluate your knowledge and discover your weaker areas, and practice mode allows you to focus on these areas, thereby making sure you spend your time effectively. First, we recommend you take the MB-230 practice test in certification mode. By analyzing the generated report on completing the test, you will get a helpful breakdown of which areas require further attention. You should then take the test in practice mode in order to develop those areas. Once you are confident you have improved your knowledge in these areas, you can re-take the test in certification mode and, on passing twice in a row with a score of 90%, you know you are exam ready!
MB-230 EXAM
What is Microsoft MB-230?
The MB-230 Customer Service exam validates your ability to harness the functionalities of Microsoft Dynamics 365 Customer Service to implement omnichannel solutions focusing on service, quality, reliability, efficiency, and customer satisfaction.
How can I prepare for the MB-230 exam?
- Review the MB-230 exam domains carefully.
- Create your study plan for your preparation.
- Enroll for the MeasureUp practice tests. Our practice tests emulate the actual exam in terms of style, format, skill sets, question structure, and level of difficulty, and can be taken in two different formats: practice mode and certification mode.
- Practice, practice, practice! After looking at all the questions available in the test, checking the correct answers, reviewing the explanations regarding all the different answer options, and consulting the carefully chosen references, it is now time to use the test’s Certification Mode. This is the next best thing you’ll get to the real exam. And when you pass the Certification Mode twice consecutively with a score of 90% or more, you know you are… Exam ready!
How many questions are there in the MB-230 exam?
There are approximately 45-50 questions in the MB-230 Customer Service exam.
How difficult is the MB-230 exam?
The MB-230 exam is an Associate-level exam, which means it is pitched at an intermediate difficulty level.
Is MB-230 worth it?
If you want to earn an IT certification to demonstrate and validate your skills in implementing Microsoft Dynamics 365 Customer Service omnichannel solutions, then passing the MB-230 certification exam is the best way to do this.
-
Bundle (PL-200, MB-230): Microsoft Certified Dynamics 365 Customer Service Functional Consultant Associate (Practice Tests)
Special Price $90.44 Regular Price $238.00 -
Assessment MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant
Regular Price $19.95 As low as $5.59 -
MeasureUp Subscription 1 Year Plan
Regular Price $199.00 As low as $131.34
