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

The content of this exam was updated on October 15, 2021. Please download the skills measured document below to see what changed.

NOTE: Passing score: 700. Learn more about exam scores here.

A Microsoft Dynamics 365 Customer Service functional consultant is responsible for implementing omnichannel solutions that focus on service, quality, reliability, efficiency, and customer satisfaction.

This professional implements and designs service management visualizations and reports provided by and in collaboration with the solution architect. They collaborate with the customer engagement administrator to implement and upgrade Microsoft Power Platform components, including knowledge management, customer feedback, and connected services.

A Dynamics 365 Customer Service functional consultant must have strong applied knowledge of customer service, including an understanding of industry terminology, priorities, standards, methodologies, customer service operations, and best practices. The functional consultant with customer service expertise also needs deep, practical experience and knowledge of how to meet user needs through Dynamics 365 Customer Service, including in-depth understanding of cases, knowledge management, queues, entitlements, resource scheduling, Service Level Agreements (SLAs), visualizations, connected services, the Customer Service Insights Add-in for Microsoft Dynamics 365 Customer Service, Power Virtual Agents, and Omnichannel for Customer Service. The functional consultant's knowledge should include a comprehensive understanding of the customer service application's role in relationship to the Dynamics 365 suite of applications, along with a basic understanding of the solution architecture and quality assurance.

Part of the requirements for: Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate

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

    Languages: English

    Retirement date: none

    This exam measures your ability to accomplish the following technical tasks: manage cases and knowledge management; manage queues, entitlements, and service-level agreements; implement scheduling; implement Omnichannel for Customer Service; manage analytics and insights; implement Customer Service workspaces; implement Microsoft Power Platform; and implement Connected Customer Service.

    Price based on the country in which the exam is proctored.

    for Microsoft Dynamics 365 Customer Service Functional Consultant

    All objectives of the exam are covered in depth so you'll be ready for any question on the exam.

Skills measured

  • The content of this exam was updated on October 15, 2021. Please download the exam skills outline below to see what changed.
  • 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%)

Download exam skills outline

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Learning paths to gain the skills needed to become certified

There may be certifications and prerequisites related to "Exam MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant"

  • PL-200: Microsoft Power Platform Functional Consultant

    This exam measures your ability to complete the following tasks: configure Microsoft Dataverse; create apps by using Microsoft Power Apps; create and manage Microsoft Power Automate; implement Microsoft Power Virtual Agents chatbots; and integrate Microsoft Power Apps with other apps and services.

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** Complete this exam before the retirement date to ensure it is applied toward your certification. After the retirement date, please refer to the related certification for exam requirements.