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Exam Information
Official specifications published by Microsoft
Exam Format
120 min
40-60
700
Associate
Registration
$165 USD
Pearson VUE or online proctoring
English, German, French, Spanish +4 more
Validity
1 year
Complete renewal assessment within 6 months before expiration; Pass the current version of the exam; Earn a higher-level certification in the same technology area
MB-230 Exam Topics and Domains
MB-230 is organized into 3 weighted domains. Expect to work with Customer Service Hub, Microsoft Dataverse, Microsoft Copilot, Power Apps, and more.
1
Manage Cases in Customer Service
53%
Define and Configure Foundational Customer Service Components
Record Creation and Update RulesCase Resolution ExperienceSecurity Roles ConfigurationTimeline Control Configuration
- Implement and monitor record creation and update rules
- Configure and modify case resolution experience
- Configure and manage security roles
- Configure timeline control including records, card forms, and highlights
Create and Administer Knowledge Management
Internal Knowledge SearchKnowledge Management TablesTranslated Knowledge ArticlesExternal Knowledge SourcesAI Suggestions and Copilot Knowledge Creation
- Configure internal knowledge search capabilities
- Configure tables for knowledge management
- Manage translated knowledge articles
- Integrate and search external knowledge sources
- Configure AI suggestions and Copilot-led knowledge article creation
Manage Collaboration
Microsoft Teams Chat IntegrationJoin a Teams CallSuggested Contacts in TeamsTeams Collaboration Experience
- Configure Microsoft Teams chat
- Configure Join a Teams call for specific users
- Configure suggested contacts in Teams using AI and rules-based methods
- Configure Teams collaboration experience
Manage Agents and Copilot in Service Features
Ask a Question with Content FilteringCase, Timeline, and Conversation SummariesDraft a Response FeatureCase Management AgentAgent Integration with Customer Service
- Configure Ask a Question with content filtering
- Configure case, timeline, and conversation summaries
- Configure Draft a Response
- Configure Case Management Agent
- Integrate agents with Customer Service including plug-ins and knowledge sources
Create and Manage SLAs for Cases
SLA Settings ConfigurationPower Automate Actions for SLAsSLA ApplicationSLA Items and KPIsTimer Control and SLA KPIs
- Configure SLA settings
- Implement actions using Power Automate
- Apply SLAs to cases
- Create and manage SLA items including KPIs, warning/success actions, and applicability
- Configure timer control on forms
- Create SLA KPIs
2
Configure Representative Experience and Routing
27%
Configure Routing
Workstreams ConfigurationUser Settings ConfigurationCapacity ProfilesWork Classification and AssignmentsBasic Routing RulesetsSkills-Based Routing and Skills FinderQueue ConfigurationRouting for Records
- Configure workstreams
- Configure user settings
- Manage capacity profiles
- Configure work classification and assignments using rules-based methods
- Configure basic routing rulesets
- Configure skills-based routing and Skills Finder
- Configure queues
- Configure routing for records
Configure Productivity Tools
Agent Scripts ConfigurationMacros Creation
- Configure scripts including slugs
- Create macros for automated productivity
Configure the Copilot Service Workspace
Session TemplatesExperience ProfilesAgent Inbox ConfigurationApplication Tab Templates
- Configure session templates
- Create experience profiles
- Configure Agent Inbox including custom views
- Configure application tab templates
3
Extend Customer Service
17%
Configure the Data Model and UI Components
Forms Creation and ConfigurationViews Creation and ConfigurationModel-Driven App ComponentsColumns Creation and ConfigurationAlerts and In-App NotificationsTable Creation and ModificationRelationships ConfigurationDataverse Search ConfigurationEmail Templates
- Create and configure forms
- Create and configure views
- Configure model-driven app components
- Create and configure columns
- Configure alerts and in-app notifications
- Create or modify tables
- Configure relationships
- Configure Dataverse search
- Create and manage email templates
Capture Customer Feedback Using Customer Voice
Survey Distribution TriggersSurvey PersonalizationSurvey Results Population
- Trigger survey distribution
- Personalize surveys
- Populate survey results against cases and conversations
How do I earn this certification?
Passing MB-230 earns the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification. It sits in the Dynamics 365 Customer Engagement track.
Current Level Exams
PL-200 - Microsoft Power Platform Functional ConsultantPreviously required, now recommended
Next Level Options
- PL-600 - Microsoft Power Platform Solution ArchitectRequires additional experience and passing PL-600
- MB-920 - Microsoft Dynamics 365 Fundamentals (ERP)Complementary foundational certification for ERP knowledge
Alternative Paths
- MB-210 - Microsoft Dynamics 365 Sales Functional ConsultantComplementary customer engagement skills in sales
- MB-220 - Microsoft Dynamics 365 Marketing Functional Consultant Complementary customer engagement skills in marketing
- MB-240 - Microsoft Dynamics 365 Field Service Functional ConsultantComplementary service delivery skills
- MB-280 - Microsoft Dynamics 365 Customer Experience AnalystAnalytics and insights focus for customer engagement
- PL-400 - Microsoft Power Platform DeveloperTechnical development skills for Power Platform customization
Practice with Precision
The PlanetCert Simulator mirrors the real exam environment with authentic questions and timed pressure.
How to study for this exam?
Use the official PlanetCert Practice Test alongside the study plan below to prepare efficiently for MB-230.
What's changed on this exam?
Current Status
- ACTIVE
- Last content update: 2025-10-03
- Announcement date: 2025-10-03
Updates
- Microsoft Copilot in Customer Service 2025 Release Wave 1 Major focus area in updated MB-230 exam - covers Case Management Agent, Ask a Question, Draft a Response, and conversation summaries • Release date: 2025-04-01
- Agentic AI Capabilities 2025 Release Wave 1 New exam coverage of autonomous agent capabilities for case and knowledge management • Release date: 2025-04-01
- Customer Service Workspace Latest Enhanced session templates, experience profiles, and Agent Inbox customization in exam • Release date: 2024-10-01
- Omnichannel for Customer Service 2024 Release Wave 2 Advanced routing, workstreams, and capacity management remain core exam topics • Release date: 2024-10-01
Who should take this exam?
This exam is typically taken by Functional consultants responsible for implementing customer service solutions focused on quality, reliability, efficiency, and customer satisfaction.
- 1-3 years of experience as a functional consultant
- Strong applied knowledge of customer service
- In-depth understanding of cases, knowledge management, queues, SLAs
- Familiarity with Microsoft Copilot Studio
- Understanding of Customer Service applications and routing
- PL-200: Microsoft Power Platform Functional Consultant (recommended but not required as of July 2022)