Microsoft MB-230 Exam Syllabus

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Before starting your MB-230 exam preparation, it is recommended to review the complete Microsoft Dynamics 365 Customer Service Functional Consultant exam syllabus and carefully go through the exam objectives listed below. Once you understand the exam structure and objectives, you should practice using our free MB-230 questions. We also provide premium MB-230 practice test, fully updated according to the latest exam objectives, to help you accurately assess your preparedness for the actual exam.

Microsoft MB-230 Exam Objectives

Section	Weight	Objectives
Manage cases, Knowledge Management, and feedback	40-45%	Create and manage cases Define and configure foundational Customer Service components Create and administer Knowledge Management Capture customer feedback by using Customer Voice Manage collaboration Manage Copilot features Create and manage SLAs for cases
Implement scheduling and routing	10-15%	Configure service scheduling Configure routing
Implement Dynamics 365 Contact Center	20-25%	Deploy Contact Center Manage channels Configure agent productivity features Configure agent workspaces
Extend Customer Service by using Microsoft Power Platform	15-20%	Configure model-driven apps for Customer Service Create custom apps for Customer Service Implement Copilot Studio for Customer Service scenarios
Official Information		https://www.microsoft.com/en-us/learning/exam-mb-230.aspx

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