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Certification Provider:	Microsoft
Exam Code / Number:	MB-230
Exam Name:	Microsoft Dynamics 365 Customer Service Functional Consultant
Exam Questions:	340
Last Updated:	Jun 22, 2026
Corresponding Certification:	Microsoft Dynamics 365

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Skills Measured

MB-230 test assesses the candidates in the following skills areas:

Implementing scheduling
Knowledge and case management
Managing analytics
Managing entitlements, queues, and service-level agreements (SLAs)
Omnichannel for customer service

The first topic aims at assessing the learner's knowledge of the creation, management, configuration, and automation of cases. Thus, you will have to know how to monitor case lists, look for case records, merge various cases, transform activities into cases, and set autonumbering. In addition, you will have to execute Advanced Similarity rules, tailor the Case Resolution form, compose Status Reason transitions, and receive feedback by using Customer Voice. What is more, this part also assesses the candidates' ability to implement knowledge management in real-world scenarios. So, candidates need to master such terms as the knowledge search control, relevance search, knowledge article templates, etc.

The key management concerns in the second domain include the queues, entitlements, and SLAs. Under the management of SLAs, the candidate must have profound knowledge of the definition, creation, configuration, implementation, and manual application of SLAs into a system. More so, a clear description of the components that make up the SLA is needed. When it comes to monitoring queues and entitlements, this portion will emphasize the configuration of queues, adding activities to them, accomplishing queue operations, controlling entitlement templates, and cancelling an entitlement.

Within the third tested area, a candidate will be required to learn how to perform tasks such as the configuration of business closures, resources, work hours, equipment, facilities, etc. Besides, applicants will need to learn how to determine and schedule services, arrange fulfillment preferences, and make up a schedule board.

The next segment is concerned with the implementation of omnichannels mainly for customer service. Thus, the candidate should be able to deploy an omnichannel using a set of standards steps from the definition of user settings to configuring skills-based routing. The implementation of Power Virtual Agents is also one of the core parts of this area. Lastly, the candidate should gain hands-on skills in distributing work, and configuring both the agent experience & the supervisor experience. All in all, with such a domain, you'll master such concepts as the Channel Integration Framework, Secure Message Service, pre-chat surveys, context variables, Quick Responses, and Omnichannel Insights.

The last sector aims at assessing the candidate's knowledge in managing analytics. It involves the configuration of customer service insights, which include the description of use cases and capabilities for customer insights. It also extends to the creation and configuration of visualizations with a focus on interactive dashboards, the Design wizard, and the creation of charts.

Microsoft MB-230 Exam is a certification exam that is designed for individuals who want to become a Microsoft Dynamics 365 Customer Service Functional Consultant. MB-230 exam measures the candidate's ability to configure, customize, and implement various customer service solutions using Microsoft Dynamics 365. Passing MB-230 exam demonstrates that the candidate has the necessary skills and knowledge required to work as a functional consultant in the customer service domain.

Microsoft MB-230 Exam Syllabus Topics:

Topic	Details
Topic 1	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.
Topic 2	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 3	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 4	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.

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

Microsoft Dynamics 365 Customer Service Functional Consultant Certification Exam (MB-230) is a certification program designed for professionals who are interested in acquiring skills and knowledge in customer service functional consulting. Microsoft Dynamics 365 Customer Service Functional Consultant certification exam is intended to test the proficiency of an individual in performing customer service tasks using Microsoft Dynamics 365. Microsoft Dynamics 365 is a popular customer relationship management software that helps businesses manage their customer interactions, support, and services. Microsoft Dynamics 365 Customer Service Functional Consultant certification is ideal for individuals who are looking for a career in customer service, as it demonstrates their expertise in the field.