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Microsoft MB-230 Questions & Answers - in .pdf

MB-230 pdf
  • Total Q&A: 373
  • Update: Aug 13, 2026
  • Price: $59.99
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  • Vendor: Microsoft
  • Exam Code: MB-230
  • Exam Name: Microsoft Dynamics 365 Customer Service Functional Consultant
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Microsoft MB-230 Q&A - Testing Engine

MB-230 Study Guide
  • Total Q&A: 373
  • Update: Aug 13, 2026
  • Price: $59.99
Testing Engine
  • Vendor: Microsoft
  • Exam Code: MB-230
  • Exam Name: Microsoft Dynamics 365 Customer Service Functional Consultant
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How to study the MB-230: Microsoft Dynamics 365 Customer Service Exam

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Microsoft MB-230 Exam Overview:

Certification Vendor:Microsoft
Exam Name:Microsoft Dynamics 365 Customer Service Functional Consultant
Exam Number:MB-230
Related Certifications:Microsoft Certified: Dynamics 365 Customer Engagement Functional Consultant Associate
Exam Duration:120 minutes
Real Exam Qty:40-60
Available Languages:English, German, French, Spanish, Portuguese (Brazil), Italian, Japanese, Chinese (Simplified)
Certificate Validity Period:1 year
Passing Score:700
Exam Format:Multiple choice, Multiple select, Case studies, Drag and drop, Fill in the blank
Exam Price:$165 USD
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/

The Microsoft MB-230 exam, which is also known as Microsoft Dynamics 365 Customer Service, is one of the prerequisite tests for earning the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification. It is required that you pass it along with Microsoft PL-200 in order to get certified.

Scheduling Implementation: 10-15%

  • Resources Management: This topic requires your expertise in configuring resources, business closures, organizational units, work hours, and equipment and facilities.
  • 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.

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

Microsoft MB-230 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Implement routing and work distributionnull- Configure unified routing
  • 1. Define routing rules and decision trees
    • 2. Set up workstreams and queues
      Topic 2: Implement Microsoft Power Platform integration2-6%- Integrate Power Apps and Power Automate
      • 1. Create custom forms and workflows
        • 2. Connect Customer Service with other apps
          Topic 3: Implement Connected Customer Service2-6%- Set up IoT and field service integration
          Topic 4: Manage cases and knowledge management51-55%- Implement knowledge management
          • 1. Configure knowledge search and recommendations
            • 2. Integrate knowledge with cases and portals
              • 3. Create and manage knowledge articles
                - Create and manage cases
                • 1. Configure case types and statuses
                  • 2. Implement case routing and queues
                    • 3. Manage case hierarchies and relationships
                      - Configure Dynamics 365 Copilot for Service
                      Topic 5: Implement scheduling10-14%- Configure service scheduling
                      • 1. Set up resources and resource groups
                        • 2. Implement scheduling rules and availability
                          • 3. Define service activities and requirements
                            Topic 6: Manage entitlements and service level agreements (SLAs)15-19%- Configure entitlements
                            • 1. Define entitlement terms and restrictions
                              • 2. Associate entitlements with customers and cases
                                - Implement SLAs
                                • 1. Configure SLA actions and warnings
                                  • 2. Define SLA KPIs and timelines
                                    • 3. Manage SLA calculations and pauses
                                      Topic 7: 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 8: Manage analytics, visualizations, and insights5-9%- Create and manage dashboards and reports
                                          • 1. Use out-of-box Customer Service reports
                                            • 2. Build custom dashboards and visualizations
                                              - Implement Customer Voice surveys and feedback
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                                              MB-230 Related Exams
                                              MB-200J - Microsoft Power Platform + Dynamics 365 Core (MB-200日本語版)
                                              MB-300 - Microsoft Dynamics 365: Core Finance and Operations
                                              MB-330-JPN - Microsoft Dynamics 365 Supply Chain Management Functional Consultant (MB-330日本語版)
                                              MB-920 - Microsoft Dynamics 365 Fundamentals (ERP)
                                              MB6-895J - Financial Management in Microsoft Dynamics 365 for Finance and Operations (MB6-895日本語版)
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