Microsoft MB-230 exam - in .pdf

MB-230 pdf
  • Exam Code: MB-230
  • Exam Name: Microsoft Dynamics 365 Customer Service Functional Consultant
  • Updated: Aug 08, 2026
  • Q & A: 373 Questions and Answers
  • PDF Price: $59.99
  • PDF Demo

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  • Exam Code: MB-230
  • Exam Name: Microsoft Dynamics 365 Customer Service Functional Consultant
  • Updated: Aug 08, 2026
  • Q & A: 373 Questions and Answers
  • PDF Version + PC Test Engine + Online Test Engine
  • Value Pack Total: $119.98  $79.99
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Microsoft MB-230 exam - Testing Engine

MB-230 Testing Engine
  • Exam Code: MB-230
  • Exam Name: Microsoft Dynamics 365 Customer Service Functional Consultant
  • Updated: Aug 08, 2026
  • Q & A: 373 Questions and Answers
  • Software Price: $59.99
  • Testing Engine

About Microsoft Dynamics 365 Customer Service Functional Consultant : MB-230 Exam Bootcamp

MB-230 Structure

  • Candidates can take 180 minutes to complete the final exam.
  • The format of the questions can be multiple-choice, drag and drop, build lists, active screen, etc.
  • The number of questions ranges from 40 to 60.
  • It is delivered in English.
  • The cost of such an exam is $165 based on the country, where the exam is proctored.

Reference: https://www.microsoft.com/en-us/learning/exam-mb-230.aspx

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Earning a certification is a surefire step in your career. The most important thing is to ensure that you are always updated with the major changes taking place in the industry. The Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate is just a starting point for your career, which opens doors to many opportunities for you. Thus, with such a certificate, you will stand a chance to get the role-based expert certification like the Microsoft Certified: Dynamics 365 + Power Platform Solution Architect Expert.

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Microsoft MB-230 Exam Syllabus Topics:

SectionWeightObjectives
Implement routing and work distributionnull- Configure unified routing
  • 1. Define routing rules and decision trees
    • 2. Set up workstreams and queues
      Implement Connected Customer Service2-6%- Set up IoT and field service integration
      Implement Microsoft Power Platform integration2-6%- Integrate Power Apps and Power Automate
      • 1. Create custom forms and workflows
        • 2. Connect Customer Service with other apps
          Implement scheduling10-14%- Configure service scheduling
          • 1. Implement scheduling rules and availability
            • 2. Define service activities and requirements
              • 3. Set up resources and resource groups
                Manage analytics, visualizations, and insights5-9%- Create and manage dashboards and reports
                • 1. Build custom dashboards and visualizations
                  • 2. Use out-of-box Customer Service reports
                    - Implement Customer Voice surveys and feedback
                    Manage entitlements and service level agreements (SLAs)15-19%- Implement SLAs
                    • 1. Configure SLA actions and warnings
                      • 2. Define SLA KPIs and timelines
                        • 3. Manage SLA calculations and pauses
                          - Configure entitlements
                          • 1. Define entitlement terms and restrictions
                            • 2. Associate entitlements with customers and cases
                              Manage cases and knowledge management51-55%- Implement knowledge management
                              • 1. Create and manage knowledge articles
                                • 2. Integrate knowledge with cases and portals
                                  • 3. Configure knowledge search and recommendations
                                    - Create and manage cases
                                    • 1. Configure case types and statuses
                                      • 2. Implement case routing and queues
                                        • 3. Manage case hierarchies and relationships
                                          - Configure Dynamics 365 Copilot for Service
                                          Implement Customer Service multi-session experience5-9%- Configure Customer Service workspace
                                          • 1. Integrate channels and productivity tools
                                            • 2. Set up app profiles and session templates

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