About MB-230 Exam
The Microsoft MB-230 exam determines the candidates’ skills in utilizing the Dynamics 365 suite of applications to satisfy business requirements.
Intended Audience
MB-230 or the Microsoft Dynamics 365 Customer Service certification exam is aimed at functional consultants that are skilled in the implementation of omnichannel solutions with an emphasis on the quality, efficiency, and satisfaction of customers. This test amplifies the professionals’ skills in designing and implementing visualizations of service management and Power Platform elements along with the related services. After getting a passing score in MB-230, the candidate would prove fluency in customer service knowledge, market terminologies, industry standards, customer service operations, and other associated components. The exam also enhances one’s ability to satisfy the customer’s needs with their expertise in Dynamics 365. Knowledge about SLAs, Power Virtual Agents, Customer Service Insights is also verified by passing the exam.
About Certification Path
Getting through the Microsoft MB-230 test places the candidate closer to earning the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification. This is because MB-230 is one of the two requirements one should fulfill to complete this path. Another one is the PL-200 test that requires one to demonstrate proficiency in Power Platform solutions.
Generally, the mentioned associate-level certification is designed for functional consultants willing to advance and validate their competence in working with Dynamics 365 solutions for meeting customer requirements and helping them to achieve the set results. Acquiring this certificate would prove the individuals’ understanding and skills and will lead to a career boost. Moreover, since this is an intermediate-level accreditation, there are no strict prerequisites for its candidates. Still, relevant hands-on experience and a solid knowledge of industry methodologies, standards, SLAs, best practices, and other related topics is highly recommended.
Exam Overview: Basic Pattern and Topics to Learn
The Microsoft MB-230 exam is available only in the English language and costs $165. The price however might vary depending on the region. The applicants should be ready to attempt from 40 to 60 inquiries of different formats in a time limit of 130 minutes, as this is an associate-level exam. The questions one is going to face cover the following five areas:
- Knowledge Management and cases management (20-25%)
The first domain requires candidates to have the skills necessary for creating and managing different cases. An understanding of cases, knowledge of their configuration and automation will be tested in this section. Thus, one needs to be capable of managing the list of cases, creating and searching records of cases, cases conversion and resolution, along with cases merging, setting autonumbering, and more. Additionally, the applicants should have a thorough understanding of Advanced Similarity rules, record creation implementation, rules updating, Case Resolution customization, and capturing customer feedback with the help of Customer Voice service. Comprehension of Knowledge Management would go a long way in this section of the exam too. Therefore, the entrants must be familiar with the processes of configuring and executing Knowledge Search control, handling the article lifecycle of Knowledge Management, working with Relevance Search, and others.
- Queues, entitlements, and SLAs management (15-20%)
The second section of the MB-230 exam asks the applicants to have a firm grasp of the concept of queues and their management. They will need to identify the various use cases of different queue types, manage queues, add cases to queues, and execute queue operations. Furthermore, the candidates would also need to be able to generate and set up entitlements, manage their templates, activate, deactivate, and cancel them. This portion also deals with the SLAs or service-level agreements. The candidates must know how to alter the SLA settings, customer service plan settings, etc. Their knowledge of working with Power Automate and other SLA items will be tested in this domain as well.
- Scheduling implementation (10-15%)
This domain deals with managing resources and services. Questions about the configuration of business closures, organizational units, organizational resources, working hours, facilities, and various organizational equipment are included in it. The candidates also need to be able to explain the specifics of services, service operation scheduling, board scheduling, and service operation scheduling through the schedule board.
- Omnichannel Implementation (30-35%)
The fourth section is the largest one and comprises questions related to omnichannel deployment, Power Virtual Agents implementation, channels management, and more. To get through this section, the applicants should have a proper understanding of omnichannel and how to configure its setting for customer service, manage the queues, set up routing based on skills, and determine the user settings. In addition to that, the candidates should be capable of determining the components of Power Virtual Agents and integrate them with Dynamics 365 Customer Service. They should be able to configure necessary channels, set up surveys, and proactive chats. The ability to distribute work would come in handy in this domain too. The candidates will also be asked to manage workstreams, entity routing, context variables, and channel routing. Finally, this domain asks one to learn how to build macros, determine agent scripts, set up Quick responses, and more.
- Analytics management (10-15%)
The final section is a small one and covers the configuration of Customer Service Insights and visualizations. The candidates need to be capable of determining the capabilities along with the use cases for the Customer Service Insights dashboards. They need to be able to link with Customer Service Insights and manage the workspaces. Moreover, working with visualizations, creating charts and interactive dashboards, and using Design Wizard will help the entrants get through this domain.
Career Opportunities
After getting a passing score in the MB-230 exam, passing PL-200 test, and earning the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification, various job opportunities come knocking at your door. Some of them are Functional Consultant and CRM Functional Consultant. According to ZipRecruiter, these professionals may expect to earn $90k and $120k annually on average, respectively
Certification Path
After earning the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification, the best path to peruse is to go for a more advanced certificate. For example, one of the most popular choices is Microsoft Certified: Dynamics 365 Finance and Operations Apps Solution Architect Expert. One more option to consider is Microsoft Certified: Dynamics 365 + Power Platform Solution Architect Expert.
