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Differences between MB-230 and MB2-718 Exams Topics

August 22,2019

News from Microsoft official website, Microsoft Dynamics 365 for Customer Service MB2-718 exam will be retired on August 30, 2019, and the new replacement test is MB-230. Microsoft certification MB-230 exam is a required test for Microsoft Certified: Dynamics 365 for Customer Service Functional Consultant Associate certification, which also requires to pass MB-200 exam. 

Differences between MB-230 and MB2-718 exam topics

If you want to take Microsoft MB2-718 exam to earn the related certification, please take and pass MB2-718 exam before August 30, 2019. Let me show you the differences between MB-230 and MB2-718 exams topics in the following table. 


 MB2-718 Exam Topics  MB-230 Exam Topics

 Manage Cases, the Knowledge Base, and the Interactive Service Hub  (25%-30%)  

 Manage Queues, Entitlements, and Service Level Agreements (SLAs) (20%-25%)  

 Implement Service Management Analysis and Voice of the Customer Surveys (15%-20%)  

 Manage the Unified Service Desk (USD)  (15%-20%)  

 Manage Dynamics Field Service and the Interacitve Services Hub (15%-20%)

 Perform configuration (25-30%)  

 Manage cases and the knowledge base (30-35%)  

 Manage queues, entitlements, and SLAs (25-30%)  

 Configure voice of the customer (15-20%)

 Note: In October, Voice of the Customer skills and exam questions will be replaced with Forms Pro skills and questions. 


Mastering Microsoft MB2-718 and MB-230 exam topics can help you prepare MB2-718 and MB-230 exams well. New released Microsoft MB2-718 and MB-230 certification dumps can guarantee you success. Share some MB2-718 and MB-230 certification dumps questions below. 


(MB2-718) 1.You are deploying a Unified Service Desk (USD) application.For which three scenarios can you attach an action call?

A. A window navigation rule is processed. 

B. Client diagnostic logging is turned on. 

C. A threshold is reached in a Microsoft Power BI report. 

D. An agent script is run or an answer is clicked. 

E. A toolbar button is clicked. 

Answer: ADE


2.You need to install and configure the Unified Service Desk (USD) client What should you do? 

A. Import the USD client as a solution. 

B. You must manually install the client. 

C. Deploy the USD client from the Microsoft Dynamics 365 server. 

D. Enable the USD client from System Settings. 

Answer: B


(MB-230) 1.You are a Dynamics 365 for Customer Service administrator creating surveys for Voice of the Customer (VoC).You need to ensure that VoC survey responses trigger an escalation in support.Which workflow should you use?

A. VoC–Process Survey Response

B. VoC–Close Survey Activity

C. VoC–Process NPS Response

D. VoC–Process Face Response

Answer: A


2.You are creating surveys for Voice of the Customer (VoC).You need to configure VoC to ensure that recipients can unsubscribe to surveys.Which two survey features should you use? Each correct answer presents a complete solution.NOTE: Each correct selection is worth one point.

A. Add an Unsubscribe check box after each question.

B. Set the Allow unsubscribe setting to Yes.

C. Give users the option to unsubscribe from different features of the survey.

D. Configure the survey to display when Dynamics 365 customers receive email and enable the Unsubscribe option.

Answer: BD

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