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Microsoft Dynamics 365 Customer Service

Price £75



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 Customer Service Functional Consultants who want to validate their skills. Candidates should have strong applied knowledge of the customer service environment. They must be experienced in meeting user needs through Dynamics 365 Customer Service, which includes the use and understanding of cases, knowledge management, queues, entitlements, resource scheduling, SLAs, as well as tools like the Customer Service Insights Add-in for Microsoft D365 Customer Service, Power Virtual Agents and Omnichannel for Customer Service. They should be able to work together with the solution architect to implement and design service management visualizations and reports. They also collaborate with the customer engagement administrator to implement and upgrade Microsoft Power Platform components.

This test contains 185 questions and covers the following objectives:

  • Manage cases and knowledge management - 62
  • Manage queues, entitlements, and service-level agreements - 43
  • Implement scheduling - 8
  • Implement Omnichannel for Customer Service - 20
  • Manage analytics and insights - 12
  • Implement Customer Service workspaces - 9
  • Implement Microsoft Power Platform - 15
  • Implement Connected Customer Service - 16
Microsoft Dynamics 365 Customer Service