Try and practice the latest Microsoft : MB-230 real questions & answers
Updated: Sep 07, 2026
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How to Prepare For MB-230: Microsoft Dynamics 365 Customer Service Exam
Preparation Guide for MB-230: Microsoft Dynamics 365 Customer Service Exam
Introduction
Microsoft has given a certification track for IT professionals to get certified in Dynamics 365 Customer Service. The assessment is based on a rigorous exam using industry standard methodology to determine whether a candidate meets Microsoft's proficiency standards.
According to Microsoft, a Microsoft Certified Dynamics 365 functional consultants enables organizations to leverage responsible for implementing omnichannel solutions that focus upon service, quality, reliability, efficiency, and customer satisfaction., Microsoft MB-230: Microsoft Dynamics 365 Customer Service Exam is designed for professional who are working in the IT industries as well as it focuses on the other candidates who want to prove introductory knowledge of Microsoft Dynamics 365
Certification is evidence of your skills, expertise in those areas in which you like to work. If candidate wants to work on MB-230: Microsoft Dynamics 365 Customer Service Exam and prove his knowledge, Certification offered by Microsoft. This Microsoft MB-230 Exam helps a candidate to validates his skills in MB-230: Microsoft Dynamics 365 Customer Service Exam Technology.
In this guide, we will cover the MB-230: Microsoft Dynamics 365 Customer Service Exam, MB-230: Microsoft Dynamics 365 Customer Service Exam Certified professional salary and all aspects of the MB-230: Microsoft Dynamics 365 Customer Service Exam Certification.
Topics of MB-230: Microsoft Dynamics 365 Customer Service Exam
Candidates must know the exam topics before they start of preparation. because it will really help them in hitting the core. Our Microsoft MB-230 exam dumps will include the following topics:
1. Perform configuration (25-30%)
Configure Service Management settings
- Configure services
- Configure goal management components
- Configure cases
- Configure queues
- Configure user work hours
- Configure customer service security roles
- Describe process of record creation and update rules
- Configure customer service schedule
- Configure categories and subjects
- Configure holiday schedule
- Create routing rules
Configure processes
- Implement business process flows from Microsoft AppSource
- Configure custom business process flows
Create and configure customer service visualizations
- Configure customer service content pack for Power BI
- Configure customer service dashboards
- Execute and analyze customer service reports
- Design and create customer service charts
2. Manage cases and the knowledge base (30-35%)
Create and manage cases
- Implement case routing rules
- Convert activities to cases
- Manage case list
- Merge cases
- Perform case resolution
- Implement parent/child cases
- Create and search for case records
- Configure status reason transitions
Create and manage the knowledge base
- Configure entities for knowledge management
- Link an article with a case
- Create and manage knowledge base articles
- Use the knowledge base to resolve cases
- Search for articles
- Create and manage knowledge base article lifecycle
3. Manage queues, entitlements, and SLAs (25-30%)
Create and manage queues
- Differentiate queue types
- Configure queue email settings
- Implement case routing
- Configure entities for queues
- Add cases and activities to queues
- Configure record creation and update rules
Create and manage entitlements
- Manage entitlement templates
- Activate and deactivate entitlements
- Define and create entitlements
- Renew or cancel an entitlement
- Assign an entitlement to a case
Create and manage SLAs
- Determine SLA conditions
- Manage cases with SLAs
- Use SLAs on-demand
- Create and manage SLA items
- Implement actions and details
- Define and create SLAs
4. Configure voice of the customer (15-20%)
Create surveys
- Add pages to a survey and personalize data
- Identify survey question types
- Create a theme and upload images
- Add survey questions
- Configure survey unsubscription options
- Identify respondent types
- Configure survey scoring
- Configure response routing
Preview, test, and publish surveys
- Distribute survey link using email
- Embed a survey in a web page
- Clone, import, and translate surveys
Manage survey responses
- Determine report types
- Create business actions based upon survey responses
- Summarize survey results
- Implement workflow conditional logic for survey actions
Reference: https://www.microsoft.com/en-us/learning/exam-mb-230.aspx
Microsoft MB-230 Exam Overview:
| Certification Vendor: | Microsoft |
|---|---|
| Exam Name: | Microsoft Dynamics 365 Customer Service Functional Consultant |
| Exam Number: | MB-230 |
| Exam Price: | $165 USD |
| Exam Format: | Multiple choice, Drag and drop, Multiple select, Fill in the blank, Case studies |
| Exam Duration: | 120 minutes |
| Available Languages: | Chinese (Simplified), Italian, Japanese, Portuguese (Brazil), Spanish, German, English, French |
| Real Exam Qty: | 40-60 |
| Passing Score: | 700 |
| Related Certifications: | Microsoft Certified: Dynamics 365 Customer Engagement Functional Consultant Associate |
| Certificate Validity Period: | 1 year |
| Recommended Training: | MB-230 Study Guide Microsoft Learn Learning Paths |
| Exam Registration: | Pearson VUE Scheduling Microsoft Learn Exam Registration |
| Sample Questions: | Microsoft MB-230 Sample Questions |
| Exam Way: | Online proctored or onsite at Pearson VUE test centers |
| Pre Condition: | No mandatory prerequisites; recommended to have 6+ months of experience implementing Dynamics 365 Customer Service solutions |
| Official Syllabus URL: | https://learn.microsoft.com/en-us/credentials/certifications/exams/mb-230/ |
Microsoft MB-230 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Implement scheduling | 10-14% | - Configure service scheduling
|
| Implement Microsoft Power Platform integration | 2-6% | - Integrate Power Apps and Power Automate
|
| Manage entitlements and service level agreements (SLAs) | 15-19% | - Implement SLAs
|
| Implement Customer Service multi-session experience | 5-9% | - Configure Customer Service workspace
|
| Manage cases and knowledge management | 51-55% | - Configure Dynamics 365 Copilot for Service - Implement knowledge management
|
| Implement routing and work distribution | 2-6% | - Configure unified routing
|
| Implement Connected Customer Service | 2-6% | - Set up IoT and field service integration |
| Manage analytics, visualizations, and insights | 5-9% | - Create and manage dashboards and reports
|
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