Microsoft Certified: Dynamics 365 Marketing Functional Consultant Associate – MB-220

SKU N/A Category Microsoft

The MB-230 practice test trains you in implementing Microsoft Dynamics 365 Customer Service omnichannel solutions focusing on service, quality, efficiency, reliability, and customer satisfaction.

Why should I take the MB-230 exam?

The MB-230 certification allows you to give your career a boost and get certified in your detailed knowledge of the capabilities of Microsoft Dynamics 365 Customer Service, as well as other functionalities of Customer Voice and Power Virtual Agents within Power Platform, as they relate to ensuring customer satisfaction. For example, you will need to know how to manage entitlements and SLAs, manage cases and Knowledge Management, implement multi-session experiences for Customer Service, and create surveys with Dynamics 365 Customer Voice. Passing the MB-230 certification exam will earn you the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification.

The MB-230 practice test includes two different modes: certification and practice mode. Certification mode allows you to assess your knowledge and discover your weak areas, with practice mode allowing you to focus on the areas that need development.

Price range: ₹1,100.00 through ₹9,999.00

Program Option

All In One

Certificate

Live Classes

Mock Test

Self Learning

Clear

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.

Additional information

Program Option	All In One, Certificate, Live Classes, Mock Test, Self Learning

Reviews

There are no reviews yet.

Be the first to review “Microsoft Certified: Dynamics 365 Marketing Functional Consultant Associate – MB-220”

Document

Why Join this Program

After completing the course, learners will gain the necessary skills to thrive in the blockchain industry and boost their career.

Abjeetenge Excellence

Acquire a certificate from IIT Kanpur, one of India's top technical institutes.

Immersive Learning

Gain practical knowledge with hands-on experience through 30+ real-world projects and case studies.

Hands-on Learning

Get access to integrated labs and master tools like Ethereum, Hyperledger, Solidity, and Truffle.

Career Mentorship

Get expert resume-building guidance to highlight your skills to blockchain recruiters.

Fast-track Your Career

After completing the course, learners have made successful career transitions, boosted career growth, and got salary hikes.

Our Placement Stats

Maximum salary hike

150%

Average salary hike

70%

Hiring partners

2900+

Our Alumni In Top Companies

Course Overview

“Launch Your Blockchain Mastery—With Hands-On Experience for the Decentralized Future.” In four dynamic months, this certification gives you real-world blockchain projects that build deep, career-defining skills. If you’re serious about owning the decentralized tech space—you don't just learn. You dominate.

Interactive live-virtual masterclasses led by Ab Jeetenge experts.

Showcase your skills and build expertise with 4 real-world blockchain projects.

Get certified by Ab Jeetenge on successful program completion.

Ab Jeetenge live sessions on cutting-edge AI trends like Generative AI, Prompt Engineering, Explainable AI, and more.

Gain hands-on experience with integrated labs and real-world blockchain projects at Ab Jeetenge.

Receive industry-recognized Ab Jeetenge certificates for every module you complete.

Master blockchain tools with Ab Jeetenge — Remix IDE, Ganache, Metamask, and more.

Seamless access to integrated labs on Ab Jeetenge’s LMS.

Ab Jeetenge JobAssist helps you get noticed by top hiring companies.

8X higher interaction in live online classes led by Ab Jeetenge industry experts.

Blockchain Course Advantage

Ab Jeetenge’s Professional Blockchain Certification Program equips you with the most in-demand blockchain skills through a unique bootcamp approach. With hands-on training, real-world projects, and expert-led sessions, this program is designed to make you industry-ready and future-proof your career in the blockchain revolution.

Partnering with Microsoft

Ab Jeetenge will issue your program certificate within 90 days of completion.
Join live masterclasses delivered by Ab Jeetenge experts.

12+ Skills Covered

Learn essential blockchain skills through interactive lessons and hands-on projects with Ab Jeetenge.

Cryptography and Cryptocurrency

Hyperledger

Transactions

Enterprise Blockchain

Bitcoin

Ethereum Blockchain

Workflows

Smart Contracts

Distributed ledger

Consensus

Networks

Prompt Engineering

8+ Tools Covered

Gain hands-on experience with industry-standard blockchain tools to build powerful decentralized applications with Ab Jeetenge.

INDUSTRY PROJECTS

Project 1

Healthcare Information Management

Implement a secure electronic medical records system with user permissions, encryption, audit trails, and compliance monitoring — all through a user-friendly interface.

Project 2

Intellectual Property Management

A system to manage intellectual property rights, configure users, verify transactions, and ensure secure transparency.

Project 3

Pharmaceutical Supply Chain

A solution to track hospital drug shipments in real time, verify authenticity, and build stronger communication and patient trust.

Project 4

Financial Blockchain Transactions

A decentralized platform for financial transactions with enhanced security, full transparency, and strong fraud prevention.

An Immersive Learning Experience

📱

Peer to Peer engagement

Get the real classroom experience with Ab Jeetenge — interact with learners and engage with mentors in real time via Slack.

⏰

Flexi Learn

Missed a class? Access Ab Jeetenge recordings anytime to stay on track and keep up with your cohort.

👨‍🏫

Mentoring session(s)

Expert mentor sessions for doubt clearance, project support, and continuous learning guidance at Ab Jeetenge.

🎓

Learning Support

Get a dedicated Cohort Manager at Ab Jeetenge to resolve your queries and guide you at every learning step.

Program Advisors

Mahi Sir

Advisor

Ab Jeetenge targets to extensively adding on the latest courses and packages in different fields to that new technologies can be learned with massively provided resources. We have courses available for all the generations who are into the educational world as of today in some or the other way i.e. from Class VI students, aspirants preparing for Competitive Exams, to people who are working in the corporates.

Career Growth Stories

Mahi Sir

Co-founder

https://abjeetenge.com/

➤

Co-founder

https://abjeetenge.com/

What other learners are saying

Deepanshu

Developer

Ab Jeetenge targets to extensively adding on the latest courses and packages in different fields to that new technologies can be learned with massively provided resources.

★ ★ ★ ★ ☆

Info

Designer

We have courses available for all the generations who are into the educational world as of today in some or the other way i.e. from Class VI students, aspirants preparing for Competitive Exams, to people who are working in the corporates.

★ ★ ★ ★ ☆

Blockchain Course FAQs

What is Ab Jeetenge’s Professional Certificate Program in Blockchain, and how can you become a Blockchain Developer? +

Blockchain development is transforming industries with greater security and efficiency. Ab Jeetenge’s Blockchain Program covers Bitcoin, Hyperledger, Ethereum, Ripple, and Multichain platforms. With our applied learning approach, you’ll gain real-world experience through 4+ hands-on projects.

By enrolling in Ab Jeetenge’s blockchain course, you can start your blockchain learning journey – beginning with the fundamentals and moving to advanced concepts. As you progress, you will explore blockchain applications through multiple projects, including one capstone project. On completing this program, you will be able to set up your own blockchain network with Hyperledger Composer and implement smart contracts on Ethereum.

What are the key modules covered in this Blockchain course? +

The Ab Jeetenge Blockchain Course covers fundamentals of blockchain technology, Bitcoin, Ethereum, Hyperledger, Ripple, and Multichain. You’ll also learn how to apply blockchain using Hyperledger Composer and Ethereum smart contracts, with hands-on experience through multiple projects.

Do Blockchain Developers Require Coding Experience? +

Basic programming knowledge is helpful in understanding blockchain development, but it’s not mandatory. Ab Jeetenge’s Blockchain Course is designed for beginners too, covering all the fundamentals you need to get started. No prior coding experience is required for most modules.

How do I start a career in Blockchain? +

To build a career in blockchain, you need to understand the core concepts of blockchain technology, smart contracts, and platforms like Ethereum and Hyperledger. Ab Jeetenge’s Blockchain Course gives you the knowledge and hands-on experience required to get started and grow in the industry.

Will I be provided help to get a job at the end of the program? +

Yes. Ab Jeetenge provides job assistance and career guidance to help you enter the industry. While we do not guarantee placement, our career services team supports you with resume building, interview preparation, and job search strategies to maximize your chances of landing a job.

Admission Details

Application Process

The application process has three simple steps. Selected candidates will receive an admission offer, which can be confirmed by paying the admission fee to Ab Jeetenge.

📝

STEP 1

Submit Application

Share a few details about yourself and your motivation to join this program at Ab Jeetenge.

📅

STEP 2

Reserve Your Seat

The admission panel at Ab Jeetenge will shortlist candidates based on their application.

🎓

STEP 3

Start Learning

Selected candidates at Ab Jeetenge can begin the program within 1–2 weeks.

Eligibility Criteria

For admission to this Blockchain certification program, candidates should have:

✔ Prior 2+ years of work experience preferred

✔ A bachelor’s degree with an average of 50% or higher marks

✔ Basic understanding of Java is preferred

Know More About Program

Professional Certificate Program in Blockchain

Powered by Ab Jeetenge, this blockchain certification program gives you deep insights into Bitcoin, Hyperledger, Ethereum, Ripple, and Multichain platforms through our applied learning methodology. You’ll gain real-world experience with 4+ hands-on projects, and by the end of the program, you’ll be able to set up your own blockchain network using Hyperledger Composer and deploy smart contracts on Ethereum.

Importance of Blockchain Courses

Blockchain courses focus on the fundamentals, core concepts, and applications of blockchain technology. Designed for learners at all levels — from beginners to experienced professionals — these programs build comprehensive knowledge of blockchain systems, cryptocurrencies, and their real-world applications.

Since blockchains are used to track assets and record transactions securely, the technology is highly robust and extremely difficult to hack. This is why blockchain powers cryptocurrencies and ensures safe, transparent online transactions. Courses like this help learners master key concepts and methodologies required to thrive in this domain.

Blockchain stores data in linked blocks secured with cryptographic hashes, which significantly enhance security. Learning blockchain is essential because it introduces a transformative way to manage data and trust — reducing reliance on centralized authorities such as banks or governments.

Blockchain technology also enables peer-to-peer transactions and offers full transparency. With its advanced structure, blockchain minimizes the potential for fraud and threats, making it one of the most trusted technologies of the future.

Become a Blockchain Developer

Becoming a blockchain developer is achievable if you have the right interest and dedication. The journey starts with learning programming languages that are critical for blockchain development. For example, C++ helps in Bitcoin development, while Solidity is essential for building on the Ethereum blockchain.

Beyond programming, you’ll need a solid understanding of blockchain concepts, fundamentals, and use cases. Practical exposure through real-world projects is just as important to build confidence and industry-relevant expertise.

A strong educational foundation also adds value — typically, a degree in computer science or mathematics strengthens your profile. Once you meet the basics, enrolling in a structured blockchain developer program at Ab Jeetenge will accelerate your journey and prepare you to become industry-ready.