Microsoft MB-230 dumps - 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

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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 dumps - 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

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Microsoft MB-230 exam is designed to test the candidate's skills and knowledge in implementing and configuring the Dynamics 365 Customer Service module. It covers a wide range of topics, including case management, knowledge management, service level agreements, entitlements, and queues. MB-230 exam also evaluates the candidate's ability to customize the application, enhance the user experience, and integrate external systems.

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

Microsoft MB-230 exam is intended for professionals who have experience in customer service operations and are proficient in using Microsoft Dynamics 365. Candidates should have a strong understanding of customer service processes and practices and be familiar with service level agreements (SLAs) and entitlements. They should also have experience with configuring and customizing Dynamics 365 for customer service.

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Microsoft MB-230 Exam Syllabus Topics:

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

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