Microsoft MB-230: Target Audience and Prerequisites

The candidates for this certification exam are Dynamics 365 Customer Service Functional Consultants. These professionals cooperate with the Customer Engagement Administrators to upgrade and implement different components of Power Platform, which include customer feedback, connected services, and knowledge management.

The Microsoft MB-230 exam is an associate-level certification test, which means that it does not have any official prerequisites. However, the students should have extensive knowledge of customer services. These include understanding the industry terminologies, standards, priorities, methodologies, best practices, and customer service operations. They should also have practical skills in meeting the needs of users through the Dynamics 366 customer service. These cover the areas, such as cases, resource scheduling, knowledge management, and Customer Service Insights. In addition, the learners should be conversant with entitlements, queues, visualization, Omnichannel for Customer Service, Power Virtual Agents, and Service Level Agreements.

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Scheduling Implementation: 10-15%

• Services Management: The test takers will need to demonstrate their skills in defining services, scheduling service activities, and configuring fulfillment preferences. They will also need to show their expertise in a scheduling service activity with schedule boards and creating the schedule boards.
• Resources Management: This topic requires your expertise in configuring resources, business closures, organizational units, work hours, and equipment and facilities.

Reference: https://www.microsoft.com/en-us/learning/exam-mb-230.aspx

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Microsoft MB-230 Exam Overview

Though there are no requirements for admission to the MB-230 test, it is part of the requirements for Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification. Before sitting for MB-230 exam, you have to pass the PL-200 test. Both are a necessity to apply for a position of Functional Consultant, but if the PL-200 exam is focused on the Microsoft Power Platform, MB-230 exam in its turn is all about Microsoft Dynamics 365 Customer Service. Each of the exams will cost you $165 and before passing them you need to create an account with Microsoft and to schedule the required exam via Pearson VUE.

It assesses the candidate’s knowledge and skills to cooperate with solution architects and customer engagement administrators, as such specialists should be proficient in working with service management virtualization and reports, as well as know all best practices to meeting the customers’ needs.

Moving forward, exam MB-230 contains 40-60 questions which you are to complete within 130 minutes. The format of this test includes multiple-choice or multiple select questions, case studies or fill-in blanks, among many.

If you want to ace this exam, you must score at least 700 points on a scale of 1000. However, if you fail to pass the test on your first attempt, then you must wait for at least 24 hours before you can retake the exam and if you are unable to pass it the second time, then you need to wait for at least 14 days before your next trying. This is the same rule that guides the retake process if you are retaking for the fourth or fifth time. Candidates are allowed to take the exam not more than five times a year. So, if you are unable to pass the exam on the fifth time, you will have to wait for a year which starts on your failure of the fifth attempt. At the same time, if you need the certificate urgently and you have exhausted the time you can do the exam in a year, you can contact Microsoft if you want to try again.

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