MB-230 Exam Dumps

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Certification Provider:	Microsoft
Exam Code / Number:	MB-230
Exam Name:	Microsoft Dynamics 365 Customer Service Functional Consultant
Exam Questions:	373
Last Updated:	Jul 15, 2026
Corresponding Certification:	Microsoft Dynamics 365

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Microsoft MB-230 Exam Syllabus Topics:

Topic	Details
Topic 1	Implement Scheduling and Routing: This section trains Microsoft functional consultants to configure service scheduling for optimizing resource allocation. It includes setting up routing processes to ensure customer inquiries are directed to the appropriate channels or personnel. The focus on scheduling and routing prepares consultants to design seamless workflows and reduce response time, improving overall operational efficiency within Customer Service environments.
Topic 2	Implement Dynamics 365 Contact Center: This topic prepares Microsoft functional consultants to deploy and configure Dynamics 365 Contact Center solutions. Key areas include managing communication channels to offer multichannel customer support, implementing agent productivity features for efficient task handling, and setting up agent workspaces for streamlined operations.
Topic 3	Extend Customer Service by Using Microsoft Power Platform: Microsoft functional consultants enhance their expertise by learning to configure model-driven apps tailored for Customer Service scenarios. The topic includes creating custom apps to meet specific business needs and implementing Copilot Studio to automate and enhance service workflows.
Topic 4	Manage Cases, Knowledge Management, and Feedback: This topic equips Microsoft functional consultants to create and manage cases effectively, ensuring smooth resolution processes. The subject explores configuring foundational Customer Service components, enabling the use of Knowledge Management to streamline information sharing. Additionally, capturing customer feedback with Customer Voice empowers consultants to gather actionable insights.

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

Microsoft MB-230 exam is designed to test the candidate's skills and knowledge in implementing and configuring the Dynamics 365 Customer Service module. It covers a wide range of topics, including case management, knowledge management, service level agreements, entitlements, and queues. MB-230 exam also evaluates the candidate's ability to customize the application, enhance the user experience, and integrate external systems.

The MB-230 exam is part of the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification. Microsoft Dynamics 365 Customer Service Functional Consultant certification is designed for professionals who have demonstrated their ability to implement and configure customer service solutions using Dynamics 365. Certified professionals can expect to have a competitive edge in the job market and be recognized as experts in their field.