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Two Ways to Mastery: Learn with the PDF, Validate with the MB-230 Simulator. Know You're Ready and Pass with 100% Confidence. Your Complete Dynamics 365 for Customer Service Functional Consultant Associate Success Package: Study Anywhere, Test Anywhere.
Microsoft Dynamics 365 for Customer Service
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Microsoft MB-230 Questions and Answers
You need to configure the system to store answers about claims.
Which four actions should you perform in sequence? To answer, move all actions from the list to the answer area and arrange them in the correct order.
You need to ensure that customers cannot open more cases than they are allowed.
Which four actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.
You need to create the SLAs.
Which three SLAs should you create? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
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Exam MB-230 is the Microsoft Dynamics 365 Customer Service Functional Consultant exam, designed for functional consultants with customer service expertise.
Candidates are responsible for implementing solutions focusing on customer service, quality, reliability, efficiency, and customer satisfaction.
Candidates should have strong knowledge of cases, knowledge management, queues, entitlements, resource scheduling, SLAs, AI insights and visualizations, connected services, Microsoft Copilot Studio, Customer Service applications, Customer Voice, basic and unified routing, and Omnichannel for Customer Service.
A functional consultant should have a comprehensive understanding of the customer service application's role in relation to the Dynamics 365 suite of apps and a basic understanding of the solution architecture.
The English language version of this exam was last updated on March 18, 2024.
The passing score for Exam MB-230 is 700.
The exam is available in English, German, French, Spanish, Portuguese (Brazil), Italian, Japanese, and Chinese (Simplified).
The exam costs $165 USD, although the price may vary based on the country or region where the exam is proctored
Key technical tasks include managing cases and Knowledge Management, managing entitlements and SLAs, implementing scheduling, multi-session experiences for Customer Service, managing analytics, visualizations, and insights, implementing Microsoft Power Platform, Connected Customer Service, and routing.
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TESTED 30 Nov 2025
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