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

Microsoft MB-230 Exam Questions

Exam Name: Microsoft Dynamics 365 Customer Service Functional Consultant
Exam Code: MB-230
Related Certification(s):
  • Microsoft Dynamics 365 Certifications
  • Microsoft Dynamics 365 Customer Service Functional Consultant Associate Certifications
Certification Provider: Microsoft
Actual Exam Duration: 100 Minutes
Number of MB-230 practice questions in our database: 327 (updated: Apr. 15, 2025)
Expected MB-230 Exam Topics, as suggested by Microsoft :
  • Topic 1: Manage Cases, Knowledge Management, and Feedback: This topic equips Microsoft functional consultants to create and manage cases effectively, ensuring smooth resolution processes. The subject explores configuring foundational Customer Service components, enabling the use of Knowledge Management to streamline information sharing. Additionally, capturing customer feedback with Customer Voice empowers consultants to gather actionable insights.
  • Topic 2: Implement Scheduling and Routing: This section trains Microsoft functional consultants to configure service scheduling for optimizing resource allocation. It includes setting up routing processes to ensure customer inquiries are directed to the appropriate channels or personnel. The focus on scheduling and routing prepares consultants to design seamless workflows and reduce response time, improving overall operational efficiency within Customer Service environments.
  • Topic 3: Implement Dynamics 365 Contact Center: This topic prepares Microsoft functional consultants to deploy and configure Dynamics 365 Contact Center solutions. Key areas include managing communication channels to offer multichannel customer support, implementing agent productivity features for efficient task handling, and setting up agent workspaces for streamlined operations.
  • Topic 4: Extend Customer Service by Using Microsoft Power Platform: Microsoft functional consultants enhance their expertise by learning to configure model-driven apps tailored for Customer Service scenarios. The topic includes creating custom apps to meet specific business needs and implementing Copilot Studio to automate and enhance service workflows.
Disscuss Microsoft MB-230 Topics, Questions or Ask Anything Related
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Helene

14 days ago
Dynamics 365 certification in the bag! Pass4Success's exam prep was spot-on and time-efficient.
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Dalene

21 days ago
Unified Routing is a key feature. Understand how to set up work streams and assign work items based on agent capacity and skills.
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Ludivina

1 months ago
Case creation and management is fundamental. Be ready to configure automatic case creation rules and case forms.
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Jacqueline

1 months ago
Thanks to Pass4Success, I crushed the Dynamics 365 Customer Service exam. Highly recommend!
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Rusty

2 months ago
Power Virtual Agents integration was on the exam. Study how to create and deploy chatbots within Dynamics 365 Customer Service.
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Cyril

2 months ago
Entitlements are tricky. Know how to set up entitlement templates and associate them with customers or products.
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Cherri

2 months ago
Pass4Success's practice questions were eerily similar to the real exam. Passed easily!
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Twila

3 months ago
Customer Service Insights questions popped up. Understand how to interpret dashboards and use AI-driven insights for decision making.
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William

3 months ago
Thrilled to have passed the Microsoft Dynamics 365 Customer Service Functional Consultant exam! The Pass4Success practice questions were very useful. There was a question about managing cases and Knowledge Management. It asked how to set up a knowledge base article template for common customer issues. I wasn't entirely confident in my answer but still passed.
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Wilford

3 months ago
Queue management is important. Study how to create, configure, and manage queues for efficient case distribution.
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Danica

3 months ago
MS Dynamics 365 cert achieved! Pass4Success made it possible with their concise study materials.
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Lavonda

4 months ago
Omnichannel for Customer Service is a hot topic. Be prepared to answer questions about channel integration and agent workspace customization.
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Willodean

4 months ago
I passed the Microsoft Dynamics 365 Customer Service Functional Consultant exam, and the Pass4Success practice questions were crucial. One question that I found difficult was about implementing Microsoft Power Platform. It asked how to use Power Automate to streamline case resolution processes. I wasn't sure of the exact flow but managed to pass the exam.
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Paulina

4 months ago
SLAs are crucial. Expect questions on creating and applying SLAs to different case types. Know the difference between standard and enhanced SLAs.
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Lorean

4 months ago
Couldn't believe how well-prepared I was for the Dynamics 365 exam. Kudos to Pass4Success!
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Bobbye

5 months ago
Just passed the Microsoft Dynamics 365 Customer Service Functional Consultant exam! The practice questions from Pass4Success were incredibly helpful. There was a question about implementing multi-session experiences for Customer Service. It asked how to configure the Customer Service workspace to handle multiple sessions simultaneously. I had to guess a bit but still managed to pass.
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Elbert

5 months ago
Heads up on knowledge article questions! Make sure Shenika understand the approval process and how to structure content for easy searchability.
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Myrtie

5 months ago
I successfully passed the Microsoft Dynamics 365 Customer Service Functional Consultant exam. Pass4Success practice questions were a big help. One question that puzzled me was about managing analytics and visualizations. It asked how to create a custom dashboard to track key performance indicators for customer service. I wasn't entirely sure of the steps but still passed.
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Shenika

5 months ago
Just passed the Microsoft Dynamics 365 Customer Service Functional Consultant exam! Thanks to Pass4Success for the spot-on practice questions. Be ready for scenarios on configuring case routing rules - know how to set up conditions and actions.
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Nenita

5 months ago
Pass4Success nailed it with their exam prep. Passed my MS Dynamics 365 cert with flying colors!
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Kimbery

6 months ago
Happy to announce that I passed the Microsoft Dynamics 365 Customer Service Functional Consultant exam! The Pass4Success practice questions were spot on. There was a question about managing entitlements and SLAs, specifically how to configure an entitlement for a customer with multiple service contracts. I was unsure about the exact configuration but managed to pass.
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Annice

6 months ago
Exam day tip: Manage your time wisely! Some questions are more complex than others. Thanks again to Pass4Success for preparing me so well for this challenging but rewarding exam.
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Glory

6 months ago
I passed the Microsoft Dynamics 365 Customer Service Functional Consultant exam, thanks to Pass4Success. One challenging question was about implementing Connected Customer Service. It asked how to integrate IoT devices to monitor customer equipment proactively. I wasn't completely confident in my answer, but I succeeded in the end.
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Cortney

6 months ago
Aced the Dynamics 365 cert in record time. Pass4Success materials were a lifesaver!
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Tandra

7 months ago
The exam touched on customer asset management. Know how to configure and manage customer assets, including warranties and service history. Understand how asset information integrates with case management.
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Audry

7 months ago
Just cleared the Microsoft Dynamics 365 Customer Service Functional Consultant exam! The Pass4Success practice questions were a great help. There was a tricky question about scheduling resources for service activities. It wanted to know the best method to ensure that high-priority cases are scheduled first. I had to think hard about the right approach but still made it through.
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Ethan

7 months ago
Finally, expect questions on security and compliance. Study role-based access control, data privacy settings, and compliance features specific to customer service operations. Understanding how to maintain data integrity and security is crucial.
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Myrtie

7 months ago
I recently passed the Microsoft Dynamics 365 Customer Service Functional Consultant exam, and the practice questions from Pass4Success were invaluable. One question that stumped me was about configuring routing rules for cases. It asked how to set up a rule to automatically assign cases to specific queues based on customer priority. I wasn't entirely sure of the correct steps, but I managed to pass the exam.
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Corrina

7 months ago
Just passed the MS Dynamics 365 Customer Service exam! Thanks Pass4Success for the spot-on practice questions.
upvoted 0 times
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Sherita

8 months ago
Passing the Microsoft Dynamics 365 Customer Service Functional Consultant exam was a great achievement for me, and I owe a big thanks to Pass4Success for their helpful practice questions. The topics on managing entitlements and SLAs were key for the exam, and I remember a question on enabling tables for enhanced SLAs that had me a bit unsure. Nevertheless, I successfully passed the exam.
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Mari

8 months ago
Passed the Microsoft Certified Customer Service Functional Consultant exam! Focus on understanding unified routing and how to configure work streams. Expect questions on customizing forms and views in the Customer Service Hub. Know how to set up and use Voice of the Customer surveys. Pass4Success's practice tests really helped me nail these topics quickly!
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Kristin

9 months ago
My exam experience was successful as I utilized Pass4Success practice questions to prepare for the Microsoft Dynamics 365 Customer Service Functional Consultant exam. The topics on managing cases and knowledge management were crucial for the exam, and I found the question on converting activities to cases particularly challenging. Despite my uncertainty, I was able to pass the exam.
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Lavonda

9 months ago
Successfully completed the D365 Customer Service exam! Expect scenario-based questions on SLAs and entitlements - know how to configure and apply them. Be familiar with Omnichannel capabilities and channel integration. Study customer service analytics and dashboards thoroughly. Pass4Success's exam dumps were invaluable for my last-minute preparation!
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Millie

10 months ago
Just passed the MS Dynamics 365 Customer Service exam! Key topic: Case management. Expect questions on case routing and escalation rules. Study the different automation options available. Thanks to Pass4Success for the spot-on practice questions that helped me prepare quickly!
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Sabine

10 months ago
I recently passed the Microsoft Dynamics 365 Customer Service Functional Consultant exam with the help of Pass4Success practice questions. The exam covered topics such as managing cases and knowledge management, as well as managing entitlements and SLAs. One question that stood out to me was related to configuring SLA settings. I wasn't completely sure of the answer, but I still managed to pass the exam.
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Launa

10 months ago
Just passed the Microsoft Dynamics 365 Customer Service Functional Consultant exam! Watch out for questions on configuring case management settings - know how to set up queues and routing rules. Understand the differences between knowledge articles and KB templates. Be prepared to identify steps for implementing chatbots using Power Virtual Agents. Thanks to Pass4Success for the spot-on practice questions that helped me prepare quickly!
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Free Microsoft MB-230 Exam Actual Questions

Note: Premium Questions for MB-230 were last updated On Apr. 15, 2025 (see below)

Question #1

Your organization plans to use Microsoft Power BI to access and analyze data in Dynamics 365 for Customer Service.

You need to configure a Power BI connection to a Dynamics 365 organization named Contoso.

Which service URL should you use?

Reveal Solution Hide Solution
Correct Answer: A

Question #2

You are customizing an Omnichannel for Customer Service implementation.

A call center wants to enable a chat channel for unauthenticated chats with the following requirements:

* Chat must auto detect a customer for agents.

* A chat widget must be embedded in a specific domain.

You need to customize the solution that meets the requirements.

Which two options you should select? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

Reveal Solution Hide Solution
Correct Answer: A, B

Question #3

A company has a service level agreement (SLA) that they will get a call back from the call center within three business days.

The call center regular hours are Monday through Friday 8:00 a.m.-11:00 p.m. Eastern time.

The call center is closed on New Year's Day and the day after New Year's. New Year's Day is on a Thursday this year.

The company calls for support on the Tuesday before New Year's Day at 8:00 a.m.

You need to determine the call center's deadline for the SLA.

When will the call center miss their SLA?

Reveal Solution Hide Solution
Correct Answer: C

https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements

Question #4

A company has a Customer Service deployment. The company plans to implement the following:

* Al suggestions for contacts in Teams.

* Training information about the capabilities of suggestions.

You need to identify the scenarios where the relevant contacts will be provided to users. Solution: The similarity level of similar cases to the active case. Does the solution meet the goal?

Reveal Solution Hide Solution
Correct Answer: B

Question #5

A company uses Dynamics 365 Customer Service.

Managers state that support representatives can view contact social security numbers when the representatives open contact records.

Support representatives must only be able to verify that the social security number is saved. They must not be able to view the number.

You need to configure the application to resolve the issue.

What should you do?

Reveal Solution Hide Solution
Correct Answer: C

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