Exam Name: Microsoft Dynamics 365 Customer Service Functional Consultant
Certification Provider: Microsoft
Corresponding Certification: Microsoft Dynamics 365
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Updated: Aug 11, 2026
No. of Questions: 373 Questions & Answers with Testing Engine
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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
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Microsoft MB-230: Target Audience and Prerequisites
The candidates for this certification exam are Dynamics 365 Customer Service Functional Consultants. These professionals cooperate with the Customer Engagement Administrators to upgrade and implement different components of Power Platform, which include customer feedback, connected services, and knowledge management.
The Microsoft MB-230 exam is an associate-level certification test, which means that it does not have any official prerequisites. However, the students should have extensive knowledge of customer services. These include understanding the industry terminologies, standards, priorities, methodologies, best practices, and customer service operations. They should also have practical skills in meeting the needs of users through the Dynamics 366 customer service. These cover the areas, such as cases, resource scheduling, knowledge management, and Customer Service Insights. In addition, the learners should be conversant with entitlements, queues, visualization, Omnichannel for Customer Service, Power Virtual Agents, and Service Level Agreements.
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Microsoft MB-230 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Implement Connected Customer Service | 10% | - Configure IoT integration
|
| Implement routing | 10% | - Configure unified routing
|
| Manage cases and Knowledge Management | 20% | - Manage Knowledge Management
|
| Implement multi-session experiences for Customer Service | 20% | - Configure and manage Omnichannel
|
| Manage entitlements and SLAs | 15% | - Create and manage SLAs
|
| Implement Microsoft Power Platform | 10% | - Configure Power Automate
|
| Implement scheduling | 5% | - Manage services
|
| Manage analytics, visualizations, and insights | 10% | - Manage insights
|
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