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Microsoft MB-230 Dumps Questions Answers

Exam Code: MB-230
Exam Name: Microsoft Dynamics 365 for Customer Service
Last Update: Jul 23, 2024
297 Questions Answers with Explanation Detail
Testing Engine (only)
Format: Testing Engine
PDF + Testing Engine
Format: PDF + Testing Engine
PDF (only)
Format: PDF

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MB-230 Exam Domains

Microsoft Dynamics 365 for Customer Service - MB-230 Exam Domains

  • Perform configuration: Involves setting up customer service, including queues, entitlements, and SLAs. This domain ensures that candidates can tailor the system to meet specific service needs.
  • Manage cases and knowledge management: Focuses on case management processes, configuring case settings, and integrating knowledge articles. This area assesses a candidate's ability to use Dynamics 365 as an effective tool in resolving customer issues.
  • Manage queues, entitlements, and SLAs: Tests the ability to manage service-level agreements (SLAs), entitlements, and queues. It reflects the importance of maintaining organized workflows and meeting customer expectations.
  • Implement scheduling: Covers setting up the Unified Resource Scheduling feature. It is crucial for consultants to understand how to schedule services and resources efficiently.
  • Implement Omnichannel for Customer Service: Assesses skills in configuring Omnichannel capabilities. This domain is significant due to the increasing demand for multi-channel support solutions that provide seamless customer experiences.
  • Manage analytics and insights: Pertains to using Microsoft Power BI dashboards and reporting features within Dynamics 365. Demonstrates a consultant's proficiency in utilizing data for decision-making and strategic planning.

Microsoft MB-230 Exam Candidate Profile

Who Should Consider the Microsoft MB-230 Exam?

The Microsoft MB-230 exam is tailored for professionals who aspire to specialize in customer service using Microsoft Dynamics 365. It is particularly beneficial for:

  • Customer Service Managers: Seeking to leverage Dynamics 365 for enhanced customer engagement.
  • Functional Consultants: With a focus on customer service solutions who wish to validate their expertise.
  • IT Professionals: Looking to deepen their understanding of Dynamics 365 technologies related to customer service.
  • Career Changers: Interested in transitioning into a role that requires knowledge of Dynamics 365 Customer Service capabilities.

Ideal Candidate Profile

The ideal candidate should have:

  • A foundational understanding of customer service principles and practices.
  • Prior experience with Microsoft Dynamics 365 or similar CRM software.
  • A desire to design and implement solutions that track service cases, manage knowledge, and facilitate customer engagement through Dynamics 365.

Certification Benefits

This certification validates an individual's skills, signaling proficiency in configuring and optimizing customer service applications within Dynamics 365. It is essential for those aiming for roles such as:

  • Dynamics 365 Customer Engagement Consultant
  • CRM System Administrator
  • Dynamics Functional Analyst

Earning this certification demonstrates a commitment to professional development and readiness for complex challenges in the realm of digital customer service solutions.

  • Exam Format:
    • Question Types: Multiple choice, case studies, short answer, mark review, drag and drop, hot area
    • Number of Questions: Approximately 40-60 questions
  • Duration: 120 minutes (2 hours)

MB-230 Exam Prerequisites

Prerequisites for the Microsoft MB-230 Exam:

  • Familiarity with basic customer service principles and practices.
  • Understanding of common features and capabilities of Microsoft Dynamics 365 customer engagement applications.
  • Practical experience with the Dynamics 365 Customer Service application is highly recommended.
  • No specific prior certifications are required.
  • An understanding of basic IT concepts and terminologies is advantageous.

If you don't pass the MB-230 exam on your first attempt, Microsoft's retake policy is as follows:

  1. Wait at least 24 hours before retaking the exam a second time.
  2. If you don't pass on the second attempt, you must wait at least 14 days before retaking the exam for a third time.
  3. This waiting period applies to each subsequent retake following a failed attempt.
  4. You can take the exam up to five times in a year (12-month period starting from your first attempt).

Note that each retake of the MB-230 exam incurs its own associated cost unless covered by an exam voucher or discount offer. Be sure to review Microsoft’s current pricing and policies as they may change over time.

The MB-230 Microsoft Dynamics 365 for Customer Service Functional Consultant Associate certification is valid for one year from the date of successfully passing the exam. To maintain the certification, individuals must renew it annually. The renewal process involves:

  1. Completing a renewal assessment on Microsoft Learn.
  2. Passing this assessment before the certification expires.

The assessment is designed to ensure that certified professionals have kept up with changes and updates relevant to Dynamics 365 for Customer Service.

For those preparing for the MB-230 Microsoft Dynamics 365 for Customer Service exam, offers a comprehensive suite of study materials. Their resources are tailored to equip candidates with the knowledge required to excel in the exam.

  • MB-230 Study Guide: A detailed guide that covers all the essential topics and objectives of the exam. It's designed to provide a solid foundation in Microsoft Dynamics 365 for Customer Service.
  • MB-230 Questions and Answers: This resource provides learners with a set of questions similar to what they can expect on the actual exam, along with informative answers to reinforce understanding.
  • MB-230 PDF: The convenience of a downloadable PDF allows students to study on-the-go and ensures they have access to materials anytime, anywhere.
  • Testing Engine: An interactive tool that simulates the real exam environment, enabling candidates to practice under test conditions and track their progress effectively.

The combination of these resources from will thoroughly prepare students for their certification journey, ensuring they have a deep understanding of Microsoft Dynamics 365 for Customer Service.

The amount of time you should dedicate to studying for the MB-230 exam is influenced by several factors. If you have prior experience with Microsoft Dynamics 365 or similar systems, you might require less study time than someone new to the platform. Here's a general guideline:

  • Beginners: 100-120 hours
  • Intermediate: 60-80 hours
  • Advanced: 30-50 hours

These estimates assume that you are thoroughly reviewing all relevant materials and taking practice exams. Remember, everyone learns at a different pace, so adjust the time based on your comfort level with the material and desired preparedness for the exam.

It's crucial to create a personalized study plan that reflects your learning style and schedule. Be sure to include breaks and revision sessions in your study timetable to enhance retention and understanding of the content.

  • Structured Learning: ExamTrack's MB-230 material provides a well-organized syllabus, ensuring that all necessary topics are covered systematically to enhance understanding and retention.
  • Efficient Time Management: The material is designed to help candidates manage their study time effectively, focusing on areas of importance for the exam.
  • Quality Multiple Choice Questions: Candidates can practice with organized multiple-choice questions that reflect the style and difficulty of the actual exam, improving their problem-solving speed and accuracy.
  • Free Demos: ExamTrack offers free demos for the MB-230 tests, allowing candidates to try before they buy and ensure the quality of the content meets their needs.
  • Promised Success: With a focus on success, ExamTrack promises to provide all the necessary tools and resources required to pass the Microsoft MB-230 certification exams confidently.

To enroll in the Microsoft MB-230 Microsoft Dynamics 365 for Customer Service exam course at, follow these steps:

  1. Visit the website
  2. Navigate to the section dedicated to the MB-230 exam.
  3. Review the available materials, including high-quality Dumps Questions Answers, and decide whether you want the PDF version, Testing Engine, or both.
  4. Click on the "Add to cart" button for your desired package: Testing Engine (only), PDF (only), or PDF + Testing Engine.
  5. You will be directed to your shopping cart where you can review your order.
  6. Proceed by choosing your preferred payment method.
  7. Complete the checkout process by providing necessary billing information and confirming your purchase.

Once payment is confirmed, you will receive access to the course materials so you can start preparing for your certification exam.

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MB-230 Ratings & Reviews

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MB-230 Overview

Aspect Details
Certification Microsoft Dynamics 365 Customer Service Functional Consultant
Level Functional Consultant
Skills Measured
  • Manage cases and knowledge management (15-20%)
    • Configure case routing and escalation rules
    • Create and manage knowledge articles and solutions
    • Manage entitlements and service level agreements (SLAs)
  • Implement scheduling (10-15%)
    • Configure scheduling settings and resource availability
    • Manage service activities and appointments
  • Implement multi-session experiences for customer service (30-35%)
    • Configure and manage Omnichannel for Dynamics 365 Customer Service
    • Implement live chat and cobrowsing functionalities
    • Manage social media interactions
  • Manage analytics, visualizations, and insights (10-15%)
      • Configure dashboards and reports
      • Analyze customer service data
  • Implement Microsoft Power Platform (5-10%)
    • Create simple flows to automate tasks
  • Implement Connected Customer Service (1-5%)
    • Configure and manage Azure Communication Services channels
  • Implement routing (10-15%)
    • Configure work queues and routing rules
    • Manage skills-based routing for agents
Exam Duration 120 minutes
Exam Format Proctored, closed book with a mix of question formats (multiple-choice, scenario-based single and multiple answer, fill in the blank)

MB-230 Q&A's Detail

Exam Code:
Total Questions:
297 Q&A's
Single Choice Questions:
114 Q&A's
Multiple Choice Questions:
47 Q&A's
Hotspot Questions:
74 Q&A's
Drag Drop Questions:
62 Q&A's

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