Microsoft Dynamics 365 Customer Service Functional Consultant : MB-230

  • Exam Code: MB-230
  • Exam Name: Microsoft Dynamics 365 Customer Service Functional Consultant
  • Updated: Aug 13, 2026     Q & A: 373 Questions and Answers

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About Microsoft MB-230 Exam

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

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

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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.

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Microsoft MB-230: Details and Topics

The MB-230 test is available in the English language. The candidates should review the official exam objectives before taking this test. This is because Microsoft regularly updates the exam topics to align with the dynamic evolvement of the industry. To register for this test, the applicants must pay the fee of $165. The formats of the questions that may appear in the exam are multiple choice, case studies, drag and drop, build list, and active screen, among others. The number of questions contained in Microsoft MB-230 is usually between 40 and 60 and the time for their completion is 120 minutes.

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

Microsoft MB-230 Exam Syllabus Topics:

SectionObjectives
Manage cases and knowledge- Case management
  • 1. Automate case routing
    • 2. Create and resolve cases
      - Knowledge management
      • 1. Search and knowledge usage
        • 2. Knowledge articles creation and lifecycle
          Configure Dynamics 365 Customer Service- Manage cases and queues
          • 1. Queue configuration and routing
            • 2. Case lifecycle management
              - Configure customer service applications
              • 1. Set up Dynamics 365 Customer Service app
                • 2. Configure basic system settings
                  Analyze and improve customer service insights- Reporting and dashboards
                  • 1. Use analytics in Customer Service
                    Manage service level agreements (SLAs) and entitlements- Entitlements
                    • 1. Create and manage entitlements
                      - SLAs configuration
                      • 1. Define SLA KPIs
                        • 2. Track SLA compliance
                          Implement omnichannel for customer service- Omnichannel setup
                          • 1. Routing and work distribution
                            • 2. Chat, voice, and messaging configuration

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