Study guide for Exam MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant
Purpose of this document
This study guide should help you understand what to expect on the exam and includes a summary of the topics the exam might cover and links to additional resources. The information and materials in this document should help you focus your studies as you prepare for the exam.
| Useful links | Description |
|---|---|
| Review the skills measured as of March 18, 2024 | This list represents the skills measured AFTER the date provided. Study this list if you plan to take the exam AFTER that date. |
| Review the skills measured prior to March 18, 2024 | Study this list of skills if you take your exam PRIOR to the date provided. |
| Change log | You can go directly to the change log if you want to see the changes that will be made on the date provided. |
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Updates to the exam
Our exams are updated periodically to reflect skills that are required to perform a role. We have included two versions of the Skills Measured objectives depending on when you are taking the exam.
We always update the English language version of the exam first. Some exams are localized into other languages, and those are updated approximately eight weeks after the English version is updated. While Microsoft makes every effort to update localized versions as noted, there may be times when the localized versions of an exam are not updated on this schedule. Other available languages are listed in the Schedule Exam section of the Exam Details webpage. If the exam isn't available in your preferred language, you can request an additional 30 minutes to complete the exam.
Note
The bullets that follow each of the skills measured are intended to illustrate how we are assessing that skill. Related topics may be covered in the exam.
Note
Most questions cover features that are general availability (GA). The exam may contain questions on Preview features if those features are commonly used.
Skills measured as of March 18, 2024
Audience profile
As a candidate for this exam, you’re a functional consultant with customer service expertise. You’re responsible for implementing solutions that focus upon:
Customer service
Quality
Reliability
Efficiency
Customer satisfaction
You design and implement service management processes and automation in collaboration with solution architects and developers. You coordinate with customer engagement administrators to implement and upgrade customer service components including:
Omnichannel engagement
Collaboration
Knowledge management
Customer feedback
Connected services
You must have strong applied knowledge of customer service including in-depth understanding of cases, knowledge management, queues, entitlements, resource scheduling, service-level agreements (SLAs), AI insights and visualizations, connected services, Microsoft Copilot Studio, Customer Service applications, Customer Voice, basic and unified routing, and Omnichannel for Customer Service.
As a functional consultant, your knowledge should include:
Comprehensive understanding of the customer service application's role in relationship to the Dynamics 365 suite of apps.
Basic understanding of the solution architecture.
Skills at a glance
Manage cases and Knowledge Management (15–20%)
Manage entitlements and SLAs (1–5%)
Implement scheduling (10–15%)
Implement multi-session experiences for Customer Service (30–35%)
Manage analytics, visualizations, and insights (10–15%)
Implement Microsoft Power Platform (5–10%)
Implement Connected Customer Service (1–5%)
Implement routing (10–15%)
Manage cases and Knowledge Management (15–20%)
Create and manage cases
Configure cases
Manage cases
Create and search for case records
Convert activities to cases
Perform case resolution
Manage parent/child cases
Merge cases
Set autonumbering for customer service entities
Define and configure foundational Customer Service components
Implement Advanced Similarity rules
Implement record creation and update rules
Configure and modify the Case Resolution dialogue
Configure Status Reason transitions
Configure business process flows
Configure categories and subjects
Configure document management
Configure basic and enhanced Teams integration
Configure security roles
Describe the Customer Service app interfaces
Create and administer Knowledge Management
Configure internal Knowledge Search capabilities
Resolve cases by using Knowledge articles
Manage the Knowledge article lifecycle
Manage Knowledge article content and templates
Configure tables for Knowledge Management
Translate Knowledge articles
Manage Knowledge article feedback
Integrate and search external Knowledge sources
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 Score and Net Promoter Score
Manage entitlements and SLAs (1–5%)
Create and manage entitlements
Configure and apply entitlements
Define and create entitlements including products, channels, contacts, allocations, and SLAs
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
Apply SLAs
Create and manage SLA items including key performance indicators (KPIs), warning actions, success actions, and applicability
Configure a timer control on a form
Enable tables for enhanced SLAs
Implement scheduling (10–15%)
Configure service scheduling
Define business closures
Configure resources
Configure work hours
Configure facilities and equipment
Configure resource categories and characteristics
Configure resource groups
Configure sites
Define services
Configure fulfillment preferences
Implement schedule boards
Identify features and uses for Booking Requirements view
Schedule service activities
Reassign and reschedule service activities
Manage schedule boards
Describe use cases for multiple schedule boards
Configure schedule boards
Customize schedule boards
Implement Universal Resource Scheduling (URS)
Describe use cases for URS
Describe the role of resource requirements in scheduling
Enable scheduling for a table
Manage the work hours calendar for requirements
Implement multi-session experiences for Customer Service (30–35%)
Deploy Omnichannel for Customer Service
Configure workstreams
Implement security roles for omnichannel
Configure user settings
Manage channels
Configure a chat widget
Configure pre-chat surveys
Configure proactive chat
Configure the voice channel
Configure the chat channel
Configure the record-based channel
Configure agent productivity tools
Configure quick replies
Configure agent scripts
Create macros
Enable the productivity pane
Configure agent workspaces
Configure notifications
Configure session templates
Create agent experience profiles
Configure the Agent Inbox
Configure application tabs
Configure agent productivity AI capabilities
Enable AI suggestions for similar cases
Enable AI-suggested descriptions and keywords
Enable Smart Assist
Configure real-time customer sentiment
Configure AI suggestions for contacts in Microsoft Teams
Manage analytics, visualizations, and insights (10–15%)
Configure insights
Configure historical analytics
Configure topic clustering
Configure Knowledge search analytics
Create and configure visualizations and reports
Configure single-stream and multi-stream interactive dashboards
Design and create customer service charts
Personalize native Power BI reports
Configure Omnichannel Insights
Configure the Omnichannel Insights dashboard
Configure intraday insights
Customize KPIs for intraday insights
Enable sentiment analysis
Implement Microsoft Power Platform (5–10%)
Configure model-driven apps
Create and configure forms
Create and configure views
Configure site maps
Create and configure columns
Configure Microsoft Excel and Word templates
Configure alerts and in-app notifications
Configure column mappings on table relationships
Create custom apps
Create task-specific canvas apps and custom pages
Embed apps in Dynamics 365 Customer Service
Create Microsoft Power Pages websites
Implement Microsoft Copilot Studio for Customer Service
Describe Microsoft Copilot Studio components and concepts
Integrate Microsoft Copilot Studio with Dynamics 365 Customer Service
Create and manage bots including chat and voice
Implement Microsoft Copilot Studio as a post-call survey
Implement Connected Customer Service (1–5%)
Describe Connected Customer Service
Describe IoT components
Identify use cases for Connected Customer Service
Describe security roles for Connected Customer Service
Create and manage IoT devices
Manage IoT devices
Interact with IoT devices
Associate devices with customer accounts
Categorize devices
Implement routing (10–15%)
Configure routing
Configure work classification and assignments including rules
Configure user attributes including capacity profiles
Implement Basic Case Routing rules
Configure Routing Rulesets
Describe unified routing options
Configure skills-based routing and Skills Finder
Configure diagnostics
Create and manage queues
Differentiate queue types
Configure queues
Add records to queues
Configure tables for queues
Perform queue operations including pick, release, remove, and delete operations
Study resources
We recommend that you train and get hands-on experience before you take the exam. We offer self-study options and classroom training as well as links to documentation, community sites, and videos.
| Study resources | Links to learning and documentation |
|---|---|
| Get trained | Choose from self-paced learning paths and modules or take an instructor-led course |
| Find documentation | Dynamics 365 documentation and learning modules Microsoft Dynamics 365 Customer Service documentation Dynamics 365 Customer Voice documentation Dynamics 365 Customer Insights documentation |
| Ask a question | Microsoft Q&A | Microsoft Docs |
| Get community support | Microsoft Dynamics Community |
| Follow Microsoft Learn | Microsoft Learn - Microsoft Tech Community |
Change log
Key to understanding the table: The topic groups (also known as functional groups) are in bold typeface followed by the objectives within each group. The table is a comparison between the two versions of the exam skills measured and the third column describes the extent of the changes.
| Skill area prior to March 18, 2024 | Skill area as of March 18, 2024 | Change |
|---|---|---|
| Audience profile | Minor | |
| Manage cases and Knowledge Management | Manage cases and Knowledge Management | No change in % of exam |
| Create and manage cases | Create and manage cases | No change |
| Define and configure foundational Customer Service components | Define and configure foundational Customer Service components | No change |
| Create and administer Knowledge Management | Create and administer Knowledge Management | No change |
| Capture customer feedback by using Customer Voice | Capture customer feedback by using Customer Voice | No change |
| Manage entitlements and SLAs | Manage entitlements and SLAs | No change in % of exam |
| Create and manage entitlements | Create and manage entitlements | No change |
| Create and manage SLAs | Create and manage SLAs | No change |
| Implement scheduling | Implement scheduling | No change in % of exam |
| Configure service scheduling | Configure service scheduling | No change |
| Implement schedule boards | Implement schedule boards | No change |
| Manage schedule boards | Manage schedule boards | No change |
| Implement Universal Resource Scheduling (URS) | Implement Universal Resource Scheduling (URS) | No change |
| Implement multi-session experiences for Customer Service | Implement multi-session experiences for Customer Service | No change in % of exam |
| Deploy Omnichannel for Customer Service | Deploy Omnichannel for Customer Service | No change |
| Manage channels | Manage channels | No change |
| Configure agent productivity tools | Configure agent productivity tools | No change |
| Configure agent workspaces | Configure agent workspaces | No change |
| Configure agent productivity AI capabilities | Configure agent productivity AI capabilities | No change |
| Manage analytics, visualizations, and insights | Manage analytics, visualizations, and insights | No change in % of exam |
| Configure insights | Configure insights | No change |
| Create and configure visualizations and reports | Create and configure visualizations and reports | No change |
| Configure Omnichannel Insights | Configure Omnichannel Insights | No change |
| Implement Microsoft Power Platform | Implement Microsoft Power Platform | No change in % of exam |
| Configure model-driven apps | Configure model-driven apps | Minor |
| Create custom apps | Create custom apps | No change |
| Implement Power Virtual Agents for Customer Service | Implement Microsoft Copilot Studio for Customer Service | Minor |
| Implement Connected Customer Service | Implement Connected Customer Service | No change in % of exam |
| Describe Connected Customer Service | Describe Connected Customer Service | No change |
| Create and manage IoT devices | Create and manage IoT devices | No change |
| Implement routing | Implement routing | No change in % of exam |
| Configure routing | Configure routing | No change |
| Create and manage queues | Create and manage queues | No change |
Skills measured prior to March 18, 2024
Audience profile
As a candidate for this exam, you’re a functional consultant with customer service expertise. You’re responsible for implementing solutions that focus upon:
Customer service
Quality
Reliability
Efficiency
Customer satisfaction
You design and implement service management processes and automation in collaboration with solution architects and developers. You coordinate with customer engagement administrators to implement and upgrade customer service components including:
Omnichannel engagement
Collaboration
Knowledge management
Customer feedback
Connected services
You must have strong applied knowledge of customer service including in-depth understanding of cases, knowledge management, queues, entitlements, resource scheduling, service-level agreements (SLAs), AI insights and visualizations, connected services, Microsoft Power Virtual Agents, Customer Service applications, Customer Voice, basic and unified routing, and Omnichannel for Customer Service.
As a functional consultant, your knowledge should include:
Comprehensive understanding of the customer service application's role in relationship to the Dynamics 365 suite of apps.
Basic understanding of the solution architecture.
Skills at a glance
Manage cases and Knowledge Management (15–20%)
Manage entitlements and SLAs (1–5%)
Implement scheduling (10–15%)
Implement multi-session experiences for Customer Service (30–35%)
Manage analytics, visualizations, and insights (10–15%)
Implement Microsoft Power Platform (5–10%)
Implement Connected Customer Service (1–5%)
Implement routing (10–15%)
Manage cases and Knowledge Management (15–20%)
Create and manage cases
Configure cases
Manage cases
Create and search for case records
Convert activities to cases
Perform case resolution
Manage parent/child cases
Merge cases
Set autonumbering for customer service entities
Define and configure foundational Customer Service components
Implement Advanced Similarity rules
Implement record creation and update rules
Configure and modify the Case Resolution dialogue
Configure Status Reason transitions
Configure business process flows
Configure categories and subjects
Configure document management
Configure basic and enhanced Teams integration
Configure security roles
Describe the Customer Service app interfaces
Create and administer Knowledge Management
Configure internal Knowledge Search capabilities
Resolve cases by using Knowledge articles
Manage the Knowledge article lifecycle
Manage Knowledge article content and templates
Configure tables for Knowledge Management
Translate Knowledge articles
Manage Knowledge article feedback
Integrate and search external Knowledge sources
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 Score and Net Promoter Score
Manage entitlements and SLAs (1–5%)
Create and manage entitlements
Configure and apply entitlements
Define and create entitlements including products, channels, contacts, allocations, and SLAs
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
Apply SLAs
Create and manage SLA items including key performance indicators (KPIs), warning actions, success actions, and applicability
Configure a timer control on a form
Enable tables for enhanced SLAs
Implement scheduling (10–15%)
Configure service scheduling
Define business closures
Configure resources
Configure work hours
Configure facilities and equipment
Configure resource categories and characteristics
Configure resource groups
Configure sites
Define services
Configure fulfillment preferences
Implement schedule boards
Identify features and uses for Booking Requirements view
Schedule service activities
Reassign and reschedule service activities
Manage schedule boards
Describe use cases for multiple schedule boards
Configure schedule boards
Customize schedule boards
Implement Universal Resource Scheduling (URS)
Describe use cases for URS
Describe the role of resource requirements in scheduling
Enable scheduling for a table
Manage the work hours calendar for requirements
Implement multi-session experiences for Customer Service (30–35%)
Deploy Omnichannel for Customer Service
Configure workstreams
Implement security roles for omnichannel
Configure user settings
Manage channels
Configure a chat widget
Configure pre-chat surveys
Configure proactive chat
Configure the voice channel
Configure the chat channel
Configure the record-based channel
Configure agent productivity tools
Configure quick replies
Configure agent scripts
Create macros
Enable the productivity pane
Configure agent workspaces
Configure notifications
Configure session templates
Create agent experience profiles
Configure the Agent Inbox
Configure application tabs
Configure agent productivity AI capabilities
Enable AI suggestions for similar cases
Enable AI-suggested descriptions and keywords
Enable Smart Assist
Configure real-time customer sentiment
Configure AI suggestions for contacts in Microsoft Teams
Manage analytics, visualizations, and insights (10–15%)
Configure insights
Configure historical analytics
Configure topic clustering
Configure Knowledge search analytics
Create and configure visualizations and reports
Configure single-stream and multi-stream interactive dashboards
Design and create customer service charts
Personalize native Power BI reports
Configure Omnichannel Insights
Configure the Omnichannel Insights dashboard
Configure intraday insights
Customize KPIs for intraday insights
Enable sentiment analysis
Implement Microsoft Power Platform (5–10%)
Configure model-driven apps
Create and configure forms
Create and configure views
Configure site maps
Create and configure columns
Configure Microsoft Excel and Word templates
Configure alerts and in-app notifications
Describe Microsoft Dataverse security concepts
Configure column mappings on table relationships
Create custom apps
Create task-specific canvas apps and custom pages
Embed apps in Dynamics 365 Customer Service
Create Microsoft Power Pages websites
Implement Power Virtual Agents for Customer Service
Describe Power Virtual Agents components and concepts
Integrate Power Virtual Agents with Dynamics 365 Customer Service
Create and manage bots including chat and voice
Implement Power Virtual Agents as a post-call survey
Implement Connected Customer Service (1–5%)
Describe Connected Customer Service
Describe IoT components
Identify use cases for Connected Customer Service
Describe security roles for Connected Customer Service
Create and manage IoT devices
Manage IoT devices
Interact with IoT devices
Associate devices with customer accounts
Categorize devices
Implement routing (10–15%)
Configure routing
Configure work classification and assignments including rules
Configure user attributes including capacity profiles
Implement Basic Case Routing rules
Configure Routing Rulesets
Describe unified routing options
Configure skills-based routing and Skills Finder
Configure diagnostics
Create and manage queues
Differentiate queue types
Configure queues
Add records to queues
Configure tables for queues
Perform queue operations including pick, release, remove, and delete operations