Description

Questions: 205
Release Date: 12/2021 (Last Update: 02/2023)
Job Role: Functional Consultant
Language: English

The MB-230 practice test contains 205 questions and covers the following objectives: 

Manage cases and Knowledge Management – 62 questions  

Create and manage cases

• Configure cases 
• Manage cases   
• Create and search for case records  
• Convert activities to cases  
• Perform case resolution  
• Implement 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 the Case Resolution form  
• Configure Status Reason transitions  
• Configure business process flows  
• Configure categories and subjects  
• Configure document management 
• Configure basic and enhanced Teams integration  

Create and administer Knowledge Management

• Configure the Knowledge Search capabilities  
• Use Knowledge articles to resolve cases  
• Manage the Knowledge article lifecycle 
• Manage Knowledge article content and templates  
• Configure tables for Knowledge management  
• Convert cases to knowledge articles  
• Enable AI suggested Descriptions and Keywords  

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 CSAT and Net Promoter Score (NPS)  

Manage entitlements and SLAs – 28 questions  

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 service-level agreements (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 KPIs, warning actions, success actions, and applicability  

Implement scheduling – 8 questions 

Manage resources

• Define business closures  
• Configure organizational units
• Configure resources 
• Configure work hours 
• Configure facilities and equipment  
• Configure resource categories and characteristics  

Manage services

• Define services  
• Schedule a service activity  
• Configure fulfillment preferences  

Implement multi-session experiences for Customer Service – 30 questions  

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
• Implement security roles for omnichannel  

Manage channels

• Configure channels  
• Enable the chat widget on websites  
• Configure pre-chat surveys
• Configure proactive chat
• Configure the voice channel  

Configure agent productivity tools

• Configure quick replies  
• Configure agent scripts
• Enable Smart Assist
• Create macros  

Configure agent workspaces

• Configure notifications  
• Configure session templates
• Create app profiles
• Configure Agent Inbox  

Manage analytics and insights – 17 questions  

Configure insights

• Configure Customer Service historical analytics
• Configure topic clustering
• Configure Knowledge search analytics  

Create and configure visualizations and reports

• Configure tier 1 and tier 2 interactive dashboards  
• Design and create customer service charts 
• Design reports by using the Report wizard  

Configure Omnichannel Insights

• Configure Omnichannel Insights dashboard  
• Configure intraday insights  
• Customize KPIs for intraday insights
• Enable sentiment analysis   

Implement Microsoft Power Platform – 20 questions

Configure model-driven apps

• Create and configure forms  
• Create and configure views
• Configure site maps  

Create custom apps

• Create task-specific canvas apps and custom pages  
• Embed apps in Dynamics 365 Customer Service  
• Create a custom portal to support customer service processes  

Implement Power Virtual Agents 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  
• Create and manage bots including chat and voice
• Implement Power Virtual Agents as a post-call survey  

Implement Connected Customer Service – 15 questions  

Describe Connected Customer Service

• Describe IoT components  
• Identify use cases for Connected Customer Service
• Configure Power Automate rules to create IoT Alerts from IoT Central
• Configure security roles for Connected Customer Service  

Describe device management options

• Manage IoT devices  
• Interact with IoT devices  

Implement routing – 25 questions  

Configure routing

• Configure work classification and assignments including rules  
• Configure user attributes including capacity profiles  
• Implement Basic Case Routing rules
• Configure Routing Rulesets 
• Describe different 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  

Notes: 

• 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. 
• Most questions cover features that are general availability (GA). The exam may contain questions on Preview features if those features are commonly used.