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Microsoft MB-230 Exam Overview

Though there are no requirements for admission to the MB-230 test, it is part of the requirements for Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification. Before sitting for MB-230 exam, you have to pass the PL-200 test. Both are a necessity to apply for a position of Functional Consultant, but if the PL-200 exam is focused on the Microsoft Power Platform, MB-230 exam in its turn is all about Microsoft Dynamics 365 Customer Service. Each of the exams will cost you $165 and before passing them you need to create an account with Microsoft and to schedule the required exam via Pearson VUE.

It assesses the candidate’s knowledge and skills to cooperate with solution architects and customer engagement administrators, as such specialists should be proficient in working with service management virtualization and reports, as well as know all best practices to meeting the customers’ needs.

Moving forward, exam MB-230 contains 40-60 questions which you are to complete within 130 minutes. The format of this test includes multiple-choice or multiple select questions, case studies or fill-in blanks, among many.

If you want to ace this exam, you must score at least 700 points on a scale of 1000. However, if you fail to pass the test on your first attempt, then you must wait for at least 24 hours before you can retake the exam and if you are unable to pass it the second time, then you need to wait for at least 14 days before your next trying. This is the same rule that guides the retake process if you are retaking for the fourth or fifth time. Candidates are allowed to take the exam not more than five times a year. So, if you are unable to pass the exam on the fifth time, you will have to wait for a year which starts on your failure of the fifth attempt. At the same time, if you need the certificate urgently and you have exhausted the time you can do the exam in a year, you can contact Microsoft if you want to try again.

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What is the duration, language, and format of MB-230: Microsoft Dynamics 365 Customer Service Exam

  • language: English
  • Length of Examination: 45 mins
  • Number of Questions: 40 - 60 (Since Microsoft does not publish this information, the number of exam questions may change without notice.)
  • Type of Questions: This test format is multiple choice.
  • Passing Score 700 / 1000

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

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Microsoft MB-230日本語 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Manage entitlements and SLAs15%- Create and manage entitlements
  • 1. Create and activate entitlements
  • 2. Apply entitlements to cases
  • 3. Define and manage entitlement templates
- Create and manage SLAs
  • 1. Create SLA items and actions
  • 2. Enable SLAs for entities
  • 3. Define and configure SLA KPIs
  • 4. Use hierarchical SLA configurations
Topic 2: Implement Microsoft Power Platform10%- Configure Power Virtual Agents
  • 1. Configure topics and entities
  • 2. Integrate chatbots with Customer Service
  • 3. Create chatbots
- Configure Power Automate
  • 1. Use Common Data Service connector
  • 2. Configure triggers and actions
  • 3. Create and manage flows
Topic 3: Implement Connected Customer Service10%- Configure IoT integration
  • 1. Manage IoT devices
  • 2. Configure IoT alerts
  • 3. Create cases from IoT alerts
- Manage Connected Customer Service scenarios
  • 1. Manage customer assets
  • 2. Configure asset management
  • 3. Configure proactive service
Topic 4: Manage cases and Knowledge Management20%- Manage Knowledge Management
  • 1. Configure entities for Knowledge Management
  • 2. Manage the Knowledge Management lifecycle
  • 3. Use knowledge article templates
  • 4. Create and manage knowledge articles
- Create and manage cases
  • 1. Use case routing rules
  • 2. Create case and child case
  • 3. Analyze cases with interactive dashboards
  • 4. Identify and create cases from activities
  • 5. Customize case views
Topic 5: Implement routing10%- Configure unified routing
  • 1. Configure work classification
  • 2. Configure assignment methods
  • 3. Configure work distribution
- Manage queues and routing
  • 1. Configure routing rules
  • 2. Create and manage queues
  • 3. Configure advanced routing rules
Topic 6: Manage analytics, visualizations, and insights10%- Manage insights
  • 1. Monitor and improve service with analytics
  • 2. Analyze conversation insights
  • 3. Analyze Omnichannel insights
- Configure Customer Service Insights
  • 1. Configure Customer Service historical analytics
  • 2. Configure Power BI integration
  • 3. Configure dashboards and charts
Topic 7: Implement scheduling5%- Manage resources
  • 1. Define resources and resource groups
  • 2. Configure resource calendars and working hours
- Manage services
  • 1. Schedule service activities
  • 2. Define service activities
Topic 8: Implement multi-session experiences for Customer Service20%- Configure and manage Omnichannel
  • 1. Configure agent scripts
  • 2. Configure routing and assignment
  • 3. Configure work streams and queues
  • 4. Manage context variables
- Manage channels
  • 1. Configure SMS
  • 2. Configure Voice
  • 3. Configure Chat
  • 4. Configure Microsoft Teams integration
- Configure the Customer Service workspace
  • 1. Configure productivity tools
  • 2. Configure apps and templates
  • 3. Configure session management
  • 4. Configure notifications

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