Microsoft Dynamics 365 Customer Service Functional Consultant : MB-230

MB-230 real exams

Exam Code: MB-230

Exam Name: Microsoft Dynamics 365 Customer Service Functional Consultant

Updated: Sep 10, 2026

Q & A: 373 Questions and Answers

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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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Omnichannel For Customer Service Implementation: 30-45%

  • Supervisor Experience Configuration: The learners need to demonstrate their skills in enabling sentiment analysis, customizing KPI or intra-day insight, as well as configuring intra-day insights and Omnichannel Insights dashboard.
  • Power Virtual Agents Implementation: The individuals should learn how to explain the concepts and components of Virtual Agents. They also need the skills in integrating Power Virtual Agents and Dynamics 365 Customer Service. Additionally, they should be able to escalate a conversation to a live agent.
  • Work Distribution: The candidates need to possess competence in configuring workstreams, routing values, and entity routing. Additionally, they should be able to demonstrate their expertise in implementing context variables and explaining the variations between channel routing and entity routing.
  • Agent Experience Configuration: This topic measures your skills in creating macros, defining agent scripts, configuring notifications, Quick Responses, as well as sessions & applications.
  • Omnichannel for Customer Service Deployment: This subtopic will evaluate the skills of the applicants in managing queues and defining user settings. It will also measure competence in configuring skill-based routing, configuring application settings, and provisioning Omnichannel for Customer Service.
  • Channels Management: This subdomain equips the examinees with the skills needed to configure channels, pre-chat surveys, Secure Message Service, and proactive chat. It also requires their experience in explaining the use cases for Channel Integration Frameworks and enabling chat widgets on the websites.

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Microsoft MB-230 Exam Syllabus Topics:

SectionWeightObjectives
Manage cases and knowledge management51-55%- Implement knowledge management
  • 1. Integrate knowledge with cases and portals
    • 2. Create and manage knowledge articles
      • 3. Configure knowledge search and recommendations
        - 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
              Manage entitlements and service level agreements (SLAs)15-19%- Configure entitlements
              • 1. Associate entitlements with customers and cases
                • 2. Define entitlement terms and restrictions
                  - Implement SLAs
                  • 1. Manage SLA calculations and pauses
                    • 2. Configure SLA actions and warnings
                      • 3. Define SLA KPIs and timelines
                        Implement Connected Customer Service2-6%- Set up IoT and field service integration
                        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
                            Implement routing and work distribution2-6%- Configure unified routing
                            • 1. Define routing rules and decision trees
                              • 2. Set up workstreams and queues
                                Implement scheduling10-14%- Configure service scheduling
                                • 1. Define service activities and requirements
                                  • 2. Set up resources and resource groups
                                    • 3. Implement scheduling rules and availability
                                      Manage analytics, visualizations, and insights5-9%- Create and manage dashboards and reports
                                      • 1. Build custom dashboards and visualizations
                                        • 2. Use out-of-box Customer Service reports
                                          - Implement Customer Voice surveys and feedback
                                          Implement Customer Service multi-session experience5-9%- Configure Customer Service workspace
                                          • 1. Integrate channels and productivity tools
                                            • 2. Set up app profiles and session templates

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