Microsoft Dynamics 365 Customer Service Functional Consultant : MB-230

  • Exam Code: MB-230
  • Exam Name: Microsoft Dynamics 365 Customer Service Functional Consultant
  • Updated: Jul 31, 2026     Q & A: 373 Questions and Answers

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MB-230: Microsoft Dynamics 365 Customer Service Exam Certification Path

MB-230: Microsoft Dynamics 365 Customer Service Exam is foundation level Certification. As such There is no prerequisite for this course. Anyone who is having keen and familiar with Microsoft technology are well invited to pursue this certification.

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

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How to study the MB-230: Microsoft Dynamics 365 Customer Service Exam

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Microsoft MB-230 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Manage analytics, visualizations, and insights5-9%- Implement Customer Voice surveys and feedback
- Create and manage dashboards and reports
  • 1. Build custom dashboards and visualizations
    • 2. Use out-of-box Customer Service reports
      Topic 2: Implement Connected Customer Service2-6%- Set up IoT and field service integration
      Topic 3: Manage cases and knowledge management51-55%- Implement knowledge management
      • 1. Create and manage knowledge articles
        • 2. Integrate knowledge with cases and portals
          • 3. Configure knowledge search and recommendations
            - Configure Dynamics 365 Copilot for Service
            - Create and manage cases
            • 1. Implement case routing and queues
              • 2. Configure case types and statuses
                • 3. Manage case hierarchies and relationships
                  Topic 4: Implement Microsoft Power Platform integration2-6%- Integrate Power Apps and Power Automate
                  • 1. Connect Customer Service with other apps
                    • 2. Create custom forms and workflows
                      Topic 5: Implement scheduling10-14%- Configure service scheduling
                      • 1. Implement scheduling rules and availability
                        • 2. Define service activities and requirements
                          • 3. Set up resources and resource groups
                            Topic 6: Implement Customer Service multi-session experience5-9%- Configure Customer Service workspace
                            • 1. Set up app profiles and session templates
                              • 2. Integrate channels and productivity tools
                                Topic 7: Manage entitlements and service level agreements (SLAs)15-19%- Implement SLAs
                                • 1. Manage SLA calculations and pauses
                                  • 2. Configure SLA actions and warnings
                                    • 3. Define SLA KPIs and timelines
                                      - Configure entitlements
                                      • 1. Associate entitlements with customers and cases
                                        • 2. Define entitlement terms and restrictions
                                          Topic 8: Implement routing and work distributionnull- Configure unified routing
                                          • 1. Set up workstreams and queues
                                            • 2. Define routing rules and decision trees

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