MB-230: Microsoft Dynamics 365 Customer Service Certification Practice Test

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The MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant practice test is designed to help candidates prepare for and pass the Microsoft MB-230 exam.

This exam is aimed at functional consultants who want to validate their skills.

Candidates should have knowledge of customer service including in-depth understanding of cases, knowledge management, unified routing and queues, entitlements, resource scheduling, service- level agreements (SLAs), visualizations, connected services, Customer Service Insights, Power Virtual Agents, Customer Service workspaces, Customer Voice, and Omnichannel for Customer Service.

They should be able to design and implement service management processes in collaboration with solution architects. Candidates collaborate with customer engagement administrators to implement and upgrade customer service components including knowledge management, customer feedback, and connected services.

This test contains 205 questions and covers the following objectives:

• Manage cases and Knowledge Management - 62
• Manage entitlements and SLAs- 28
• Implement scheduling - 8
• Implement multi-session experiences for Customer Service - 30
• Manage analytics and insights - 17
• Implement Microsoft Power Platform - 20
• Implement Connected Customer Service - 15
• Implement routing - 25