The Microsoft MB-230: Microsoft Dynamics 365 Customer Service exam validates the candidates’ expertise in implementing omnichannel solutions that are focused on service, quality, efficiency, reliability, as well as customer satisfaction. This test is a part of the requirements for the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification. Apart from the Microsoft MB-230 evaluation, the applicants need to attempt the Microsoft PL-200: Microsoft Power Platform Functional Consultant exam to get certified.

Intended Audience For The Microsoft MB-230 Exam

The certification test targets Dynamics 365 Customer Service Functional Consultants who are involved in executing and designing visualizations and reports for service management offered by or in cooperation with the solution architect. Functional consultants also work closely with administrators employed in the customer engagement area to implement and upgrade the components of the Microsoft Power Platform. This includes knowledge management, feedback from customers, as well as connected services. Thus they should be owning strong knowledge that can be applied in the sphere of customer service.

The Dynamics 365 Customer Service Functional Consultants going for the Microsoft MB-230 exam should be familiar with customer service operations, industry terminology, standards, methodologies, priorities, and best practices. In addition, they should have practical skills in meeting the needs of users by utilizing Dynamics 365 customer service. This comprises a good understanding of knowledge management, entitlements, queues, cases, resource scheduling, Service Level Agreements, Customer Service Insights, connected services, visualizations, Power Virtual Agents, as well as Omnichannel for Customer Service. Besides, the candidates must understand the role of the customer service apps as they relate to the Dynamics 365 suite of apps. Lastly, they should be conversant with the quality assurance and solution infrastructure.

Exam Details

The MB-230 test comprises around 40-60 questions that are to be answered by the examinees within 1 hour 40 minutes. The least score required to pass the exam is 700 points, while the maximum mark is 1000 points. The evaluation is given to the candidates in the English language only and required them to pay a registration fee of $165. The pricing might slightly vary depending on the country where the test is proctored.

Skill Areas Covered In The Test

The MB-230 syllabus covers five extensive areas that the candidates need to develop competency in before attending the test. These are described in-depth below.

• Managing cases & Knowledge Management

  The first sphere of expertise covered in this section focuses on creating and managing cases. Here, the candidates are tested based on their competency in configuring cases, managing case lists, creating and searching for records for cases, converting tasks to cases, performing case resolution, and executing parent or child cases. Also, the abilities in merging cases and setting autonumbering for the customer service entities are covered.

  Furthermore, the applicants need to demonstrate proficiency in configuring and automating cases. This discusses executing rules for Advanced Similarity, executing record creation as well as updating rules, executing rulesets for route cases through utilizing basic routing, and customizing the form for Case Resolution. Other skills covered in this part include configuring transitions for Status Reason and configuring flows for business processes.

  Another subtopic within this chapter is dedicated to the implementation of Knowledge Management. This is about configuring the control for Knowledge Search, linking articles with cases, using knowledge management for resolving cases, managing the article lifecycle for the knowledge management, as well as operating articles for Knowledge management. The candidates will be also evaluated based on their expertise in managing Knowledge article templates, executing knowledge search, configuring categories & subjects, as well as converting cases into knowledge-based articles.

  And the last subtopic in this domain relates to capturing the customer feedback through utilizing Customer Voice. Here you should demonstrate your skills in creating a survey, implementing formatting & branding to a survey, triggering its distribution, describing its elements including question types. In addition, you should be able to describe and analyze CSAT and NPS.

Managing queues, entitlements, and SLAs

The first subtopic included in this domain covers creating and managing queues. This includes describing use cases targeting every queue type, configuring tables for queues, adding cases & activities to queues, configuring entities related to queues, and performing queue operations. Besides, the examinees need to demonstrate proficiency in creating and managing entitlements. This encompasses configuring and implementing entitlements, defining and creating them, managing entitlement templates, activating and deactivating entitlements, and renewing/canceling an entitlement. The next subtheme within this chapter tackles creating and managing SLAs. This measures the skills of the test-takers in determining and creating SLAs, configuring SLA settings and a schedule for holidays, configuring schedules for customer service, as well as executing actions with the use of Power Automate. Other abilities covered here are managing cases related to SLAs, manually applying an SLA, creating and operating SLA items.

And the last subtopic in this domain refers to the implementation of the unified routing. Here you should be able to explain unified routing stages, configure assignment rules, queues, workstreams, unified record routing to mention a few.

• Executing scheduling

  The third section for the MB-230 evaluation first looks into managing resources. This covers configuring business closures, organizational units, resources, work hours, facilities, and equipment. The domain also covers managing services. Under this subdomain, the test-takers will need to demonstrate that they are capable of defining services, scheduling an activity associated with service, and configuring fulfillment preference.

• Executing Omnichannel for Customer Service

  In the framework of the fourth topic, the MB-230 test concerns the deployment of Omnichannel for Customer Service. This part checks your skills in provisioning Omnichannel for Customer Service, configuring app settings, routing values, and work streams. You also should be proficient in using context variables. Other subtopics included in the domain deal with managing channels, configuring them, configuring proactive chat, as well as configuring the supervisor experience.

• Managing insights and analytics

  The fifth section of the certification exam reviews configuring of insights for Customer Service Insights in Dynamics 365 Customer Service. The first subtopic comprises such skills as configuring topic clustering, Customer Service historical analytics along with knowledge search analytics. The second subtheme reviews configuring tier 1 and 2 interactive dashboards, designing and creating customer service charts, as well as and designing reports with the help of Report Wizard. To add more, you should be able to create and design Power BI dashboards and reports.

And the next topic you should be prepared for before taking the MB-230 exam is about implementing Customer Service workspaces. In this domain, you should be experienced in describing Customer Service workspaces, which implies that you possess skills to explain navigation and sessions as well as configure administration features and session management. You also will have to demonstrate your ability to work with app profile manager.

The following topic in this exam is devoted to using the Microsoft Power Platform. In this section, your proficiency in creating custom apps, consolidating Power Virtual Agents chatbots incorporated in the Dynamics 365 Customer Service will be tested.

And the last but not the least section of the MB-230 exam is dedicated to the implementing of Connected Customer Service. In this part, you should possess skills to describe the Connected Customer Service and apply it through using IoT Hub.

Career Opportunities

Nowadays, businesses are constantly looking for new automated solutions to meet the needs of their customers. Consequently, there’s great demand for consultants who have sufficient expertise to adapt innovations bringing better customer experiences. Earning the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification can make you more visible for recruiters and open up new career opportunities to you. Besides, adding this certificate to your resume enables you to increase your earning potential. As reported by ZipRecruiter.com, the average annual pay for a Dynamics 365 Functional Consultant in the United States is $118,035 per year.

Having passed the MB-230 and PL-200 evaluations, you can advance to the expert-level Dynamics 365 designation. The right certificate to proceed with is the Microsoft Certified: Power Platform Solution Architect Expert. The only requirement for this accreditation is acing the PL-600 test.