Microsoft MB-230 certification exam is designed specifically for individuals who want to become Microsoft Dynamics 365 Customer Service Functional Consultants. Microsoft Dynamics 365 is a suite of enterprise resource planning (ERP) and customer relationship management (CRM) software applications that help businesses manage their operations more efficiently. The MB-230 exam is intended to test the knowledge, skills, and abilities of individuals in areas such as customer engagement, case management, service level agreements, and queue management.

The Microsoft Dynamics 365 Customer Service exam MB-230 by code is designed to test one's knowledge of the implementation of omnichannel solutions focused on service, quality, reliability, efficiency, and customer satisfaction.

Microsoft MB-230 exam is intended for individuals who have experience working with Microsoft Dynamics 365 and want to specialize in customer service. MB-230J exam is ideal for functional consultants, customer service managers, and IT professionals who want to enhance their skills and knowledge in delivering customer service solutions using Microsoft Dynamics 365. Microsoft Dynamics 365 Customer Service Functional Consultant (MB-230日本語版) certification will also be beneficial for those who want to progress their career in customer service management.

The Microsoft MB-230 exam is designed to evaluate one’s expertise in performing specific technical tasks. These include knowledge & case management, queues, Service Level Agreements, and entitlements management, scheduling implementation, analytics management, and Omnichannel for Customer Service. The details of these objectives are highlighted below:

Knowledge Management & Cases Management: 20-25%

• Creating & Managing Cases: This domain will measure the candidates’ skills in managing case lists, configuring cases, and implementing child/parent cases. It will also evaluate their competence in creating and searching for different case records, converting specific activities to cases, merging cases, and performing case resolutions.
• Configuring & Automating Cases: The examinees should gain the skills in implementing case routing rules, advanced similarity rules, update rules, as well as record creation. It also requires their competence in configuring business process flows and Status Reason transitions. Additionally, the applicants should also have the skills in customizing Case Resolution forms and capturing customer feedback with the use of Customer Voice.
• Implementing Knowledge Management: The students will need to demonstrate their expertise in configuring Knowledge search control, categories & subjects, as well as Knowledge Management entities. The questions related to this subtopic will also measure competence in using Knowledge Management to solve cases and managing Knowledge article models. Besides, the individuals are required to have expertise in implementing Knowledge Search, converting cases to specific knowledge articles, and linking articles with cases.

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