Real MB-230 Exam Dumps

Exam Title: Microsoft Dynamics 365 for Customer Service Exam

Certification Name: Microsoft Dynamics 365 for Customer Service Functional Consultant Associateg

Exam Code: MB-230

Total Questions: 240

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Exam MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant


This test assesses your abilities to manage cases and knowledge management; queues, entitlements, and service-level agreements; schedule; Omnichannel for Customer Service; manage analytics and insights; Customer Service workspaces; Microsoft Power Platform; and Connected Customer Service.

The MB-230, or Microsoft Dynamics 365 Customer Service Functional Consultant, is an examination that, like all others, allows Microsoft to examine a wide range of subjects. Because they test randomly on the many subjects accessible, knowing the majority of MB-230 content is necessary. Keep in mind that experience requirements are frequently in place since they have observed the ordinary individual and what is required. You can always push past it with the MB-230 to succeed, but it will take some extra effort.

Information about Exam

Some basic information about MB-230 is given below:

Exam name Microsoft Dynamics 365 Customer Service Functional Consultant
Language English
Retirement date none
Passing marks 700/1000
Exam Code MB-230
Duration 120 Minutes
No of Questions 40-60 Questions
Exam fee $165 USD*

Skills Measured in MB-230 Exam

This exam assesses your ability to complete the technical topics listed below, based on the most recent update from Microsoft Learning.

  • Manage cases and knowledge management (20-25%)
  • Manage queues, entitlements, and service-level agreements (15-20%)
  • Implement scheduling (5-10%)
  • Implement Omnichannel for Customer Service (10-15%)
  • Manage analytics and insights (5-10%)
  • Implement Customer Service workspaces (5-10%)
  • Implement Microsoft Power Platform (5-10%)
  • Implement Connected Customer Service (5–10%)

Remember that the bullets after each of the skills to be evaluated are supposed to show how we are assessing that competency. This isn’t a comprehensive or final list.

Also keep in mind that the majority of questions are about things that are open to everyone (GA). If you use the Preview features frequently, the exam may include questions about them. Further information can be obtained by clicking on the following LINK

Now look at the detailed contents of the course:

Manage cases and knowledge management (20–25%)

Create and manage cases
  • configure cases
  • manage case lists
  • create and search for case records
  • convert activities to cases
  • perform case resolution
  • implement parent/child cases
  • merge cases
  • set auto numbering for customer service entities
Configure and automate cases
  • implement advanced similarity rules
  • implement record creation and update rules
  • route cases using basic routing rulesets
  • customize the case resolution form
  • configure status reason transitions
  • configure business process flows
Implement knowledge management
  • configure the knowledge search control
  • configure knowledge article search filters and search providers
  • link an article with a case
  • use knowledge management to resolve cases
  • manage the knowledge management article lifecycle
  • manage knowledge management articles
  • configure tables for knowledge management
  • manage knowledge article templates
  • implement knowledge search
  • configure categories and subjects
  • convert cases to knowledge articles
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 customer satisfaction (CSAT) and Net Promoter Score (NPS)

Manage queues, entitlements, and service-level agreements (15–20%)

Create and manage queues
  • describe use cases for each queue type
  • configure queues
  • add cases and activities to queues
  • configure tables for queues
  • perform queue operations, including pick, release, remove, and delete operations
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 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 key performance indicators (KPIs), warning
  • actions, success actions, and applicability
Implement unified routing
  • describe unified routing stages
  • configure work classification and assignments
  • configure assignment rules
  • configure workstreams
  • configure queues
  • configure user attributes, including capacity profiles
  • configure skills-based routing
  • configure unified record routing

Implement scheduling (5–10%)

Manage resources
  • configure business closures
  • configure organizational units
  • configure resources
  • configure work hours
  • configure facilities and equipment
Manage services
  • define services
  • schedule a service activity
  • configure fulfillment preferences

Implement Omnichannel for Customer Service (10–15%)

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
Manage channels
  • configure channels
  • enable the chat widget on websites
  • configure pre-chat surveys
  • configure proactive chat
  • configure Short Message Service (SMS)
  • configure the voice channel
Configure the supervisor experience
  • configure Omnichannel Insights dashboard
  • configure intraday insights
  • customize KPIs for intraday insights
  • enable sentiment analysis

Manage analytics and insights (5–10%)

Configure Customer Service Insights for Dynamics 365 Customer Service
  • configure Customer Service historical analytics
  • configure topic clustering
  • configure knowledge search analytics
Create and configure visualizations
  • configure tier 1 and tier 2 interactive dashboards
  • design and create customer service charts
  • design reports by using the Report Wizard
  • design and create Power BI reports and dashboards

Implement Customer Service workspaces (5–10%)

Describe Customer Service workspaces
  • configure session management
  • configure administration features
  • describe navigation and sessions
Implement the app profile manager
  • implement app profiles
  • configure session, application, and notification templates
  • configure macros and agent scripts
  • configure smart assist

Implement Microsoft Power Platform (5–10%)

Create custom apps
  • create task-specific canvas or model apps
  • embed apps in Dynamics 365 Customer Service
  • create a custom portal to support customer service processes
Integrate Power Virtual Agents chatbots 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
  • manage chatbots

Implement Connected Customer Service (5–10%)

Describe Connected Customer Service
  • describe IoT components
  • identify use cases for Connected Customer Service
Implement Connected Customer Service with IoT Hub
  • manage IoT devices
  • manage security roles for Connected Customer Service

Audience Profile for MB-230 Exam

  • Functional consultants with experience in customer service are eligible to take this exam. They are in charge of putting in place omnichannel solutions that priorities service, quality, dependability, efficiency, and customer happiness.
  • Candidates collaborate with solution architects to build and implement service management practices. Candidates work with customer engagement administrators to implement and improve customer service features such as knowledge management, customer feedback, and integrated services.
  • Microsoft Dynamics experts who want to learn more about Microsoft Dynamics 365 Customer Service and prepare for the MB-230 certification exam
  • Experts who want to advance their careers by passing the MB-230 certification exam.
  • Microsoft partners who want their employees to learn more about Microsoft Dynamics 365 Customer Service and pass the MB-230 exam with flying colors.

Pre Requisites of MB-230 Exam

A fundamental condition for the course is that you have some basic knowledge of Microsoft Office. In addition, the student should be able to use a computer or laptop and access the Internet. Furthermore, a fundamental understanding of Microsoft Dynamics 365 is critical.

Candidates must have 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, among other skills. A comprehensive awareness of the customer service application’s role in the Dynamics 365 suite of applications, as well as a fundamental comprehension of solution design and quality assurance, should be among the functional consultant’s skills.

Exam Top Reasons You Need This Certificate Right Now

Do you want to advance your career as a Technical Consultant, Functional Consultant, Developer, Sales Lead, Marketing Aspirant, or Practice Lead? Do you feel stuck in your profession and believe now is the moment to advance? A Microsoft Dynamics 365 certification may be your best bet for broadening your skill set. A Microsoft Dynamics 365 certification is the ideal option for people looking to advance in their careers.

Since the release of Dynamics 365 in 2016, the Microsoft Dynamics ecosystem has grown into a thriving industry. Experts anticipate that as more firms undergo digital transformation, the need for MS Dynamics 365 certified professionals will skyrocket. So, regardless of your existing function in the sector, a Dynamics CRM certification will essentially bring substantial value to your professional career.

If you want to provide great customer service while also developing new customer journeys, the MB-230 is your best bet. It provides insight into Dynamics 365’s automatic case generation capabilities, and queue management frees up time to develop strategies that provide the maximum degree of customer satisfaction.

After reviewing the many types of MS Dynamics certifications accessible, you should grasp the advantages of these programs.

Individuals that are Microsoft Dynamics 365 certified not only earn a large salary, but they also have an advantage over other job seekers. Microsoft claims that a candidate who is certified in Microsoft Dynamics 365 is five times more likely to be hired than someone who isn’t. It went on to say that more than 85 percent of hiring managers favor candidates with Microsoft certification.

With an increase in the number of firms using CRM software to improve efficiency and reduce manual intervention, the requirement for a Microsoft Dynamics 365-certification is at an all-time high.

Because Dynamics 365 CRM is cloud-based software, organizations frequently use it to better their sales and customer service processes. Increased employee productivity is another advantage. So, if you opt to study the subtleties of Dynamics 365, you will have the opportunity to advance your career with highly sought-after talents. This ultimately helps you advance in your current role while bringing in more income for the firm for which you work.

  1. A Microsoft Dynamics 365 Certification distinguishes you from your colleagues. A certified candidate will always receive greater attention from an interviewer.
  2. While nothing beats experience, an MS Dynamics 365 certificate will undoubtedly assist you in gaining more CRM knowledge.
  3. Earning the certification while working increases your value in the eyes of your employers by orders of magnitude. It is a well-known fact that employers are constantly interested in recruiting talent who is eager to learn. A Microsoft Dynamics 365 Certification will undoubtedly provide you a competitive advantage over your peers.
  4. It’s no secret that certified applicants earn more money than their peers.
  5. MS Dynamics 365 Certification will help you advance in your career.
  6. Dynamics 365 can help you increase your personal productivity. It allows you to integrate with the entire Office Suite.
  7. People with Dynamics 365 Certification have additional work prospects.

Top Tested Tips for Your Exam Preparation

Study the official guide

So first step in this guideline is to review the official guide and course content in order to get a clear picture of the exam. Before you begin your preparations, you should familiarize yourself with all of the exam’s objectives and course domains. By structuring your study emphasis around the course domains, you can devote appropriate time to each topic and have in-depth understanding of the subject. Before you begin your preparations, you must be aware of all of the exam’s goals.

Books and study Resources

Books have always been the most effective approach to study for any exam. They provide excellent explanations and extensive expertise on each issue. For the MB-230 exam, you can consult a variety of resources.

Plan out a timetable

The next stage is to plan out a timetable for your preparations. Make an effort to start early and plan ahead of time. Begin by improving your weaker areas and allot enough time to your preparations each day to ensure consistency.

Instructor led training

Microsoft also provides instructor-led training courses to help you gain the skills required for this certification. Their team of internationally known specialists guides students through the entire process, from building cases to connecting with consumers to resolving those situations. Once those situations are completed, data analysis will teach you the crucial details to help you resolve comparable problems faster or avoid new ones altogether.

As a result, these instructor-led courses show to be a fantastic opportunity to learn from Microsoft.

Join a community

A study group or community can be an important aspect of your planning process. You can learn from the mistakes of others. You will also be able to interact with other students taking the same exam.

Take up Practice tests

Mock tests are essential for all preparations since practice makes perfect. They assist you in identifying your weak points. They simulate an exam situation and serve as a check on your preparations. As a result, try taking as many practice examinations as you can and passing with flying colors.

We suggest you to check out Dumpsgate practice tests. Dumpsgate test dumps are something we recommend you look at. These dumps are a compilation of questions and answers that you might encounter on the test. Practicing with them before the exam is a good method to learn how to approach the questions.

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Do not rely solely on one information source

 Hopefully, this blog series has been helpful. But I strongly advise you not to rely on it! There are numerous blogs created by Dynamics 365 aficionados, Microsoft Certified Trainers, and MVPs. Look for these blogs and read as many as you can. Also, read and re-read as much information from as you can… Reading some of the stuff can be difficult at times! However, there is no greater source of Dynamics 365 information!

Career Opportunities after passing MB-230 Exam

  • Network Administrators
  • Network Managers
  • Solutions Architects
  • Functional Consultants
  • Project Managers

Passing the MB-230 exam will gain you the Microsoft certification, and as a certificate holder, you will be able to earn an annual income ranging from $87,500 to $154,800.


Microsoft Dynamics 365 for Customer Service is one of Microsoft’s key focal points, and much progress is being made to improve this product and the enterprises who utilize Dynamics 365.

If you are a service scheduler, customer service manager, administrator, office manager, executive, partner, sales operations manager, or consultant, you must find the course fascinating in order to demonstrate your comprehension of the application’s functioning.

You now have all you need to pass the MB-230 Exam. You can earn the Microsoft Dynamics 365 Fundamentals (CRM) consultant certification as a result of this. You also know how to ace your MB-230 exam by following the guidelines above and how Dumpsgate exam dumps can help you do so.

Frequently Asked Questions

1. How do I prepare for MB-230?

You can prepare for the MB-230 exam by studying the various dumps examinations accessible online. For example, I recommend that you look into Dumpsgate for this reason. Dumpsgate provides students with high-quality, up-to-date test materials to help them pass the MB-230 exam. On a regular basis, they have the best Microsoft experts working on content upgrades and MB-230 exam material updates.

2. What is MB-230?

Candidates for this exam are functional consultants with customer service expertise. They are responsible for implementing omnichannel solutions that focus upon service, quality, reliability, efficiency, and customer satisfaction.

3. What does a Dynamics 365 functional consultant do?

A Dynamics 365 Functional Consultant will be accountable for the project’s scope and will take complete ownership of the Dynamics 365 installation. They collaborate closely with key stakeholders to understand the business objectives and technology environment in order to deliver the best possible solution.

4. How do I become a Dynamics consultant?

A Microsoft Dynamics 365 certification is required to become a Microsoft Dynamics Consultant. Because the 365 certification covers a wide range of Microsoft Dynamics products, a standalone CRM certification is no longer required.

5. How much do Microsoft Dynamics consultants make?

Microsoft Dynamics CRM Consultant salaries in India range from 3.6 Lakhs to 18.2 Lakhs per year, with an annual pay of 10.0 Lakhs being the average. Salary estimates are based on 46 Microsoft Dynamics CRM Consultant salaries.

6. Is Microsoft Dynamics 365 in demand?

According to the most recent study results, Dynamics 365 Finance and Operations is the most in-demand among partner customers for hiring, accounting for up to 43 percent of enterprises, followed by Dynamics CRM, D365 Business Central, and D365 Sales.

7. How many questions are there in MB-230 Exam?

There are about 185 questions in the MB-230 exam. 

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