Microsoft MB-230 : Microsoft Dynamics 365 Customer Service Functional Consultant

  • Exam Code: MB-230
  • Exam Name: Microsoft Dynamics 365 Customer Service Functional Consultant
  • Updated: Aug 09, 2026
  • Q & A: 373 Questions and Answers

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About Microsoft MB-230 Exam Questions

Introduction to MB-230: Microsoft Dynamics 365 Customer Service Exam

Microsoft MB-230 Exam is a certification exam that is conducted by Microsoft to validates candidate knowledge and skills of Managing cases and knowledge base .

Candidate are in charge of designing and implementing service management visualizations and reports provided by and in collaboration with the Solution Architect. This exam checks competency level on topics such as implementation and upgradation Power platform components,managing entitlements and SLA's . After passing this exam, candidates get a certificate from Microsoft that helps them to demonstrate their proficiency in Dynamics 365 Customer Service to their clients and employers.

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Career Path After Acing Microsoft MB-230 Exam

The Microsoft MB-230 exam leads to the associate-level certification. This certificate is all you need to be successful in your field. After earning it, you will be able to apply for several job roles, which also offer a good salary. To be precise, these are the positions you can pursue after getting certified:

  • Microsoft Dynamics CRM Architect;
  • Microsoft Architect;
  • Microsoft Dynamics Consultant;
  • Dynamics Ax Solution Architect.
  • Dynamics Ax Developer;

Interestingly, all the above-mentioned job titles are paid between $24,807 and $99,751 per year.

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

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How much MB-230: Microsoft Dynamics 365 Customer Service Exam Cost

The price of the MB-230: Microsoft Dynamics 365 Customer Service exam is $165 USD, for more information related to exam price please visit to Microsoft Training website as prices of Microsoft exams fees get varied country wise.

Microsoft MB-230 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Implement Microsoft Power Platform10%- Configure Power Virtual Agents
  • 1. Integrate chatbots with Customer Service
  • 2. Configure topics and entities
  • 3. Create chatbots
- Configure Power Automate
  • 1. Use Common Data Service connector
  • 2. Configure triggers and actions
  • 3. Create and manage flows
Topic 2: Manage cases and Knowledge Management20%- Create and manage cases
  • 1. Analyze cases with interactive dashboards
  • 2. Customize case views
  • 3. Use case routing rules
  • 4. Create case and child case
  • 5. Identify and create cases from activities
- Manage Knowledge Management
  • 1. Create and manage knowledge articles
  • 2. Configure entities for Knowledge Management
  • 3. Use knowledge article templates
  • 4. Manage the Knowledge Management lifecycle
Topic 3: Manage entitlements and SLAs15%- Create and manage entitlements
  • 1. Create and activate entitlements
  • 2. Define and manage entitlement templates
  • 3. Apply entitlements to cases
- Create and manage SLAs
  • 1. Use hierarchical SLA configurations
  • 2. Define and configure SLA KPIs
  • 3. Create SLA items and actions
  • 4. Enable SLAs for entities
Topic 4: Implement routing10%- Configure unified routing
  • 1. Configure work classification
  • 2. Configure assignment methods
  • 3. Configure work distribution
- Manage queues and routing
  • 1. Create and manage queues
  • 2. Configure advanced routing rules
  • 3. Configure routing rules
Topic 5: Manage analytics, visualizations, and insights10%- Manage insights
  • 1. Monitor and improve service with analytics
  • 2. Analyze Omnichannel insights
  • 3. Analyze conversation insights
- Configure Customer Service Insights
  • 1. Configure dashboards and charts
  • 2. Configure Customer Service historical analytics
  • 3. Configure Power BI integration
Topic 6: Implement scheduling5%- Manage resources
  • 1. Configure resource calendars and working hours
  • 2. Define resources and resource groups
- Manage services
  • 1. Define service activities
  • 2. Schedule service activities
Topic 7: Implement multi-session experiences for Customer Service20%- Configure the Customer Service workspace
  • 1. Configure apps and templates
  • 2. Configure productivity tools
  • 3. Configure notifications
  • 4. Configure session management
- Manage channels
  • 1. Configure Microsoft Teams integration
  • 2. Configure Voice
  • 3. Configure Chat
  • 4. Configure SMS
- Configure and manage Omnichannel
  • 1. Manage context variables
  • 2. Configure agent scripts
  • 3. Configure work streams and queues
  • 4. Configure routing and assignment
Topic 8: Implement Connected Customer Service10%- Configure IoT integration
  • 1. Manage IoT devices
  • 2. Configure IoT alerts
  • 3. Create cases from IoT alerts
- Manage Connected Customer Service scenarios
  • 1. Configure proactive service
  • 2. Manage customer assets
  • 3. Configure asset management

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