The MB-230 practice test is meticulously designed to train and prepare professionals in implementing Microsoft Dynamics 365 Customer Service omnichannel solutions. This comprehensive test focuses heavily on optimizing service delivery, ensuring high quality, maximizing operational efficiency, maintaining reliability, and ultimately driving exceptional customer satisfaction. By engaging with this practice test, candidates will gain deep, practical insights into managing real-world customer service scenarios and leveraging the full capabilities of the Dynamics 365 ecosystem.
Note: This is merely a practice test to prepare for the professional certification exam, and no certificate is issued by the center for passing it.
| Questions | 205 |
|---|---|
| Release Date | 12/2021 (Last Update: 02/2023) |
| Job Role | Functional Consultant |
| Language | English |
Why should I use the MB-230 Practice Test to prepare for the official exam?
Using the MB-230 practice test is a strategic step to boost your career and validate your detailed knowledge of Microsoft Dynamics 365 Customer Service capabilities, including Customer Voice and Power Virtual Agents within the Power Platform. It allows you to rigorously assess your proficiency in critical tasks such as managing entitlements, SLAs, cases, and Knowledge Management, as well as implementing multi-session experiences and creating comprehensive surveys. With both certification and practice modes, you can accurately identify weak areas and focus your development efforts. Ultimately, it provides the thorough preparation needed to confidently pass the exam and earn your Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification.
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.
Maximize your chances of success and elevate your professional standing by securing the MB-230 practice test today. Validating your Dynamics 365 Customer Service skills opens doors to advanced roles in customer experience management and technical consulting. Don’t leave your certification exam to chance—invest in this comprehensive, real-world preparatory tool now and take a definitive step toward achieving your career goals!
