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Updated: Aug 03, 2026
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Main Requirements for Microsoft MB-230 Exam
While there are no strict prerequisites for this test, it is recommended that the candidates earn the Microsoft Certified: Dynamics 365 Fundamentals certification to understand the exam content. Microsoft MB-230 is designed for the functional consultants who possess customer service expertise. They are involved in implementing omnichannel solutions, which focus on service, efficiency, customer satisfaction, reliability, and quality. The potential candidates for this test should have solid applied knowledge that meets the user needs via the Dynamics 365 Customer Service, including the professional understanding of cases, queues, entitlements, and knowledge base.
Microsoft MB-230 Exam Overview:
| Certification Vendor: | Microsoft |
| Exam Name: | Microsoft Dynamics 365 Customer Service Functional Consultant |
| Exam Number: | MB-230 |
| Available Languages: | English, German, French, Spanish, Portuguese (Brazil), Italian, Japanese, Chinese (Simplified) |
| Exam Duration: | 120 minutes |
| Real Exam Qty: | 40-60 |
| Exam Format: | Multiple choice, Multiple select, Case studies, Drag and drop, Fill in the blank |
| Related Certifications: | Microsoft Certified: Dynamics 365 Customer Engagement Functional Consultant Associate |
| Passing Score: | 700 |
| Exam Price: | $165 USD |
| Certificate Validity Period: | 1 year |
| 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.
The Microsoft MB-230 exam is designed to evaluate one’s expertise in performing specific technical tasks. These include knowledge & case management, queues, Service Level Agreements, and entitlements management, scheduling implementation, analytics management, and Omnichannel for Customer Service. The details of these objectives are highlighted below:
Knowledge Management & Cases Management: 20-25%
- Creating & Managing Cases: This domain will measure the candidates’ skills in managing case lists, configuring cases, and implementing child/parent cases. It will also evaluate their competence in creating and searching for different case records, converting specific activities to cases, merging cases, and performing case resolutions.
- Implementing Knowledge Management: The students will need to demonstrate their expertise in configuring Knowledge search control, categories & subjects, as well as Knowledge Management entities. The questions related to this subtopic will also measure competence in using Knowledge Management to solve cases and managing Knowledge article models. Besides, the individuals are required to have expertise in implementing Knowledge Search, converting cases to specific knowledge articles, and linking articles with cases.
- Configuring & Automating Cases: The examinees should gain the skills in implementing case routing rules, advanced similarity rules, update rules, as well as record creation. It also requires their competence in configuring business process flows and Status Reason transitions. Additionally, the applicants should also have the skills in customizing Case Resolution forms and capturing customer feedback with the use of Customer Voice.
Reference: https://www.microsoft.com/en-us/learning/exam-mb-230.aspx
Associated Certification
The Microsoft MB-230 is one of the certification exams required to earn the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate. This certificate is appropriate for individuals who want to develop CX solutions that are agile, fast, and leverage Artificial Intelligence to anticipate business needs. To get certified, however, every candidate is required to pass PL-200 exam in addition to MB-230.
Microsoft MB-230 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Implement Microsoft Power Platform integration | 2-6% | - Integrate Power Apps and Power Automate
|
| Implement Customer Service multi-session experience | 5-9% | - Configure Customer Service workspace
|
| Manage entitlements and service level agreements (SLAs) | 15-19% | - Implement SLAs
|
| Manage cases and knowledge management | 51-55% | - Configure Dynamics 365 Copilot for Service - Create and manage cases
|
| Manage analytics, visualizations, and insights | 5-9% | - Create and manage dashboards and reports
|
| Implement scheduling | 10-14% | - Configure service scheduling
|
| Implement Connected Customer Service | 2-6% | - Set up IoT and field service integration |
| Implement routing and work distribution | null | - Configure unified routing
|
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