Microsoft Dynamics 365 Customer Service Functional Consultant : MB-230

MB-230 real exams

Exam Code: MB-230

Exam Name: Microsoft Dynamics 365 Customer Service Functional Consultant

Updated: Aug 20, 2026

Q & A: 373 Questions and Answers

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About Microsoft MB-230 Exam

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In today's world, getting a Microsoft Dynamics 365 Customer Service Functional Consultant exam certification is a distinct competitive advantage for most workers. There are more opportunities about promotion and salary increase for you. A person who has passed the Microsoft Dynamics 365 Customer Service Functional Consultant exam will prove that he has grasped advanced knowledge in the domain of the related technology. Backed by modern research facilities and a strong tradition of innovation, we have released the Microsoft Dynamics 365 Customer Service Functional Consultant exam practice simulator to help you get the exam certification. You may have some doubts why our Microsoft Dynamics 365 Customer Service Functional Consultant online test engine has attracted so many customers; the following highlights will give you a reason.

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Microsoft MB-230: Positions and Salary

To obtain the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification, one must pass the MB-230 test and the associated exam known under the codename PL-200. With this certificate, the candidates can work as a Functional Consultant. Other job roles that are available for these individuals include a CRM Solution Architect, a Dynamics Developer, a Dynamics Technical Specialist, a Microsoft Dynamics Finance Functional Analyst, and a Pre Sales CRM Solution Architect, among others. The salary outlook for these positions is an average of $69,000 per annum.

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

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Detailed Overview of Microsoft MB-230 Exam

The Microsoft MB-230 test is known to be taken in the English language only. The number of questions can be from 40 to 60. The question formats might include case studies, fill in the blank, multiple choice, multiple select, and others. You will need to clear all of them within 150 minutes to gain more than 700 points (passing score). The fee is $165 in the United States but it can be different in other countries. The difference in the pricing is brought up by the tax policies of each country. It is a proctored exam, which can be taken online. You can also sit for it at any Pearson VUE center.

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The Microsoft MB-230 validation is an associate-level exam, which aims at equipping the candidates with the knowledge and skills required to implement omnichannel solutions for the purposes of reliability, quality, efficiency, service, and customer satisfaction. It is an ideal exam for candidates who have a passion for the implementation and design of service management reports and visualizations.

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Microsoft MB-230 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Implement Microsoft Power Platform10%- Configure Power Automate
  • 1. Create and manage flows
  • 2. Configure triggers and actions
  • 3. Use Common Data Service connector
- Configure Power Virtual Agents
  • 1. Configure topics and entities
  • 2. Create chatbots
  • 3. Integrate chatbots with Customer Service
Topic 2: Implement scheduling5%- Manage resources
  • 1. Configure resource calendars and working hours
  • 2. Define resources and resource groups
- Manage services
  • 1. Define service activities
  • 2. Schedule service activities
Topic 3: Manage analytics, visualizations, and insights10%- Configure Customer Service Insights
  • 1. Configure dashboards and charts
  • 2. Configure Customer Service historical analytics
  • 3. Configure Power BI integration
- Manage insights
  • 1. Analyze Omnichannel insights
  • 2. Analyze conversation insights
  • 3. Monitor and improve service with analytics
Topic 4: Implement Connected Customer Service10%- Manage Connected Customer Service scenarios
  • 1. Configure proactive service
  • 2. Configure asset management
  • 3. Manage customer assets
- Configure IoT integration
  • 1. Configure IoT alerts
  • 2. Create cases from IoT alerts
  • 3. Manage IoT devices
Topic 5: Implement multi-session experiences for Customer Service20%- Configure and manage Omnichannel
  • 1. Manage context variables
  • 2. Configure routing and assignment
  • 3. Configure work streams and queues
  • 4. Configure agent scripts
- Manage channels
  • 1. Configure Microsoft Teams integration
  • 2. Configure Voice
  • 3. Configure Chat
  • 4. Configure SMS
- Configure the Customer Service workspace
  • 1. Configure productivity tools
  • 2. Configure apps and templates
  • 3. Configure notifications
  • 4. Configure session management
Topic 6: Manage entitlements and SLAs15%- Create and manage SLAs
  • 1. Enable SLAs for entities
  • 2. Create SLA items and actions
  • 3. Use hierarchical SLA configurations
  • 4. Define and configure SLA KPIs
- Create and manage entitlements
  • 1. Create and activate entitlements
  • 2. Define and manage entitlement templates
  • 3. Apply entitlements to cases
Topic 7: Manage cases and Knowledge Management20%- Create and manage cases
  • 1. Use case routing rules
  • 2. Identify and create cases from activities
  • 3. Analyze cases with interactive dashboards
  • 4. Customize case views
  • 5. Create case and child case
- Manage Knowledge Management
  • 1. Create and manage knowledge articles
  • 2. Use knowledge article templates
  • 3. Manage the Knowledge Management lifecycle
  • 4. Configure entities for Knowledge Management
Topic 8: Implement routing10%- Configure unified routing
  • 1. Configure assignment methods
  • 2. Configure work classification
  • 3. Configure work distribution
- Manage queues and routing
  • 1. Configure routing rules
  • 2. Create and manage queues
  • 3. Configure advanced routing rules

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