Prepare with Microsoft : MB-230 exam braindumps as your best preparation materials
Updated: Aug 22, 2026
No. of Questions: 373 Questions & Answers with Testing Engine
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How to book the MB-230: Microsoft Dynamics 365 Customer Service Exam
These are following steps for registering the MB-230: Microsoft Dynamics 365 Customer Service exam.
- Step 1: Visit to Microsoft Learning and search for MB-230: Microsoft Dynamics 365 Customer Service
- Step 2: Sign up/Login to Pearson VUE account
- Step 3: Select local centre based on your country, date, time and confirm with a payment method.
Microsoft MB-230 Exam Overview:
| Certification Vendor: | Microsoft |
| Exam Name: | Microsoft Dynamics 365 Customer Service Functional Consultant |
| Exam Number: | MB-230 |
| Related Certifications: | Microsoft Dynamics 365 Customer Service Functional Consultant Associate |
| Passing Score: | 700/1000 |
| Available Languages: | English, Japanese, Chinese (Simplified), Korean, German, French, Spanish, Portuguese (Brazil), Italian |
| Exam Format: | Multiple choice, Case studies, Drag and drop, Best answer, Active screen / scenario-based questions |
| Real Exam Qty: | 40-60 |
| Exam Price: | $165 USD (may vary by country/region) |
| Exam Duration: | 120 minutes |
| Certificate Validity Period: | 1 year (renewable via Microsoft Learn assessment) |
| Recommended Training: | Microsoft Learn MB-230 Learning Path Instructor-led training (Microsoft Dynamics 365 Customer Service) |
| Exam Registration: | MB-230 Exam Details Page Microsoft Certification Exam Registration (Pearson VUE) |
| Sample Questions: | Microsoft MB-230 Sample Questions |
| Exam Way: | Online proctored exam or onsite testing center via Pearson VUE |
| Pre Condition: | No formal prerequisites required. Recommended: basic understanding of Dynamics 365 and customer service operations. |
| Official Syllabus URL: | https://learn.microsoft.com/en-us/credentials/certifications/dynamics-365-customer-service-functional-consultant-associate/ |
How to Register For Exam MB-230: Microsoft Dynamics 365 Customer Service?
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 user work hours
- Configure cases
- Configure holiday schedule
- Describe process of record creation and update rules
- Configure goal management components
- Configure categories and subjects
- Configure services
- Configure customer service security roles
- Configure queues
- Create routing rules
- Configure customer service schedule
Configure processes
- Implement business process flows from Microsoft AppSource
- Configure custom business process flows
Create and configure customer service visualizations
- Design and create customer service charts
- Configure customer service dashboards
- Configure customer service content pack for Power BI
- Execute and analyze customer service reports
2. Manage cases and the knowledge base (30-35%)
Create and manage cases
- Implement case routing rules
- Create and search for case records
- Implement parent/child cases
- Manage case list
- Convert activities to cases
- Configure status reason transitions
- Merge cases
- Perform case resolution
Create and manage the knowledge base
- Create and manage knowledge base article lifecycle
- Configure entities for knowledge management
- Search for articles
- Create and manage knowledge base articles
- Link an article with a case
- Use the knowledge base to resolve cases
3. Manage queues, entitlements, and SLAs (25-30%)
Create and manage queues
- Implement case routing
- Configure queue email settings
- Add cases and activities to queues
- Differentiate queue types
- Configure entities for queues
- Configure record creation and update rules
Create and manage entitlements
- Renew or cancel an entitlement
- Assign an entitlement to a case
- Manage entitlement templates
- Define and create entitlements
- Activate and deactivate entitlements
Create and manage SLAs
- Implement actions and details
- Create and manage SLA items
- Determine SLA conditions
- Use SLAs on-demand
- Define and create SLAs
- Manage cases with SLAs
4. Configure voice of the customer (15-20%)
Create surveys
- Create a theme and upload images
- Configure response routing
- Identify survey question types
- Identify respondent types
- Configure survey scoring
- Configure survey unsubscription options
- Add survey questions
- Add pages to a survey and personalize data
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
- Summarize survey results
- Implement workflow conditional logic for survey actions
- Determine report types
- Create business actions based upon survey responses
Reference: https://www.microsoft.com/en-us/learning/exam-mb-230.aspx
For more info read reference:
Microsoft MB-230 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Analyze and improve customer service insights | - Reporting and dashboards
|
| Manage cases and knowledge | - Case management
|
| Implement omnichannel for customer service | - Omnichannel setup
|
| Configure Dynamics 365 Customer Service | - Configure customer service applications
|
| Manage service level agreements (SLAs) and entitlements | - SLAs configuration
|
How to book the MB-230: Microsoft Dynamics 365 Customer Service Exam
These are following steps for registering the MB-230: Microsoft Dynamics 365 Customer Service exam.
- Step 1: Visit to Microsoft Learning and search for MB-230: Microsoft Dynamics 365 Customer Service
- Step 2: Sign up/Login to Pearson VUE account
- Step 3: Select local centre based on your country, date, time and confirm with a payment method.
Microsoft MB-230 Exam Overview:
| Certification Vendor: | Microsoft |
| Exam Name: | Microsoft Dynamics 365 Customer Service Functional Consultant |
| Exam Number: | MB-230 |
| Related Certifications: | Microsoft Dynamics 365 Customer Service Functional Consultant Associate |
| Passing Score: | 700/1000 |
| Available Languages: | English, Japanese, Chinese (Simplified), Korean, German, French, Spanish, Portuguese (Brazil), Italian |
| Exam Format: | Multiple choice, Case studies, Drag and drop, Best answer, Active screen / scenario-based questions |
| Real Exam Qty: | 40-60 |
| Exam Price: | $165 USD (may vary by country/region) |
| Exam Duration: | 120 minutes |
| Certificate Validity Period: | 1 year (renewable via Microsoft Learn assessment) |
| Recommended Training: | Microsoft Learn MB-230 Learning Path Instructor-led training (Microsoft Dynamics 365 Customer Service) |
| Exam Registration: | MB-230 Exam Details Page Microsoft Certification Exam Registration (Pearson VUE) |
| Sample Questions: | Microsoft MB-230 Sample Questions |
| Exam Way: | Online proctored exam or onsite testing center via Pearson VUE |
| Pre Condition: | No formal prerequisites required. Recommended: basic understanding of Dynamics 365 and customer service operations. |
| Official Syllabus URL: | https://learn.microsoft.com/en-us/credentials/certifications/dynamics-365-customer-service-functional-consultant-associate/ |
How to Register For Exam MB-230: Microsoft Dynamics 365 Customer Service?
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 user work hours
- Configure cases
- Configure holiday schedule
- Describe process of record creation and update rules
- Configure goal management components
- Configure categories and subjects
- Configure services
- Configure customer service security roles
- Configure queues
- Create routing rules
- Configure customer service schedule
Configure processes
- Implement business process flows from Microsoft AppSource
- Configure custom business process flows
Create and configure customer service visualizations
- Design and create customer service charts
- Configure customer service dashboards
- Configure customer service content pack for Power BI
- Execute and analyze customer service reports
2. Manage cases and the knowledge base (30-35%)
Create and manage cases
- Implement case routing rules
- Create and search for case records
- Implement parent/child cases
- Manage case list
- Convert activities to cases
- Configure status reason transitions
- Merge cases
- Perform case resolution
Create and manage the knowledge base
- Create and manage knowledge base article lifecycle
- Configure entities for knowledge management
- Search for articles
- Create and manage knowledge base articles
- Link an article with a case
- Use the knowledge base to resolve cases
3. Manage queues, entitlements, and SLAs (25-30%)
Create and manage queues
- Implement case routing
- Configure queue email settings
- Add cases and activities to queues
- Differentiate queue types
- Configure entities for queues
- Configure record creation and update rules
Create and manage entitlements
- Renew or cancel an entitlement
- Assign an entitlement to a case
- Manage entitlement templates
- Define and create entitlements
- Activate and deactivate entitlements
Create and manage SLAs
- Implement actions and details
- Create and manage SLA items
- Determine SLA conditions
- Use SLAs on-demand
- Define and create SLAs
- Manage cases with SLAs
4. Configure voice of the customer (15-20%)
Create surveys
- Create a theme and upload images
- Configure response routing
- Identify survey question types
- Identify respondent types
- Configure survey scoring
- Configure survey unsubscription options
- Add survey questions
- Add pages to a survey and personalize data
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
- Summarize survey results
- Implement workflow conditional logic for survey actions
- Determine report types
- Create business actions based upon survey responses
Reference: https://www.microsoft.com/en-us/learning/exam-mb-230.aspx
For more info read reference:
Microsoft MB-230 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Analyze and improve customer service insights | - Reporting and dashboards
|
| Manage cases and knowledge | - Case management
|
| Implement omnichannel for customer service | - Omnichannel setup
|
| Configure Dynamics 365 Customer Service | - Configure customer service applications
|
| Manage service level agreements (SLAs) and entitlements | - SLAs configuration
|
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