Mb 230

MB-230

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MB-230 - 1 item(s)

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Question Types
Multiple choiceFill in the blankDiagramsCase studies

What's Included

171
Practice Questions
1
Exam Versions
8
Languages
Translation Beta
Oct 18, 2025
Updated

Complete Exam Package

171 MB-230 practice questions with detailed explanations

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Exam Details

Duration120 min
Passing Score700
Languages English +7
LevelAssociate
TestingPearson VUE
Valid For1 year
Exam Cost$165

What topics are on the MB-230 exam?

1

Manage Cases in Customer Service 53%

1.1
Define and Configure Foundational Customer Service Components
4 subtopics
1.1.1Record Creation and Update Rules
1.1.2Case Resolution Experience
1.1.3Security Roles Configuration
1.1.4Timeline Control Configuration
Learning Objectives
  • 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
1.2
Create and Administer Knowledge Management
5 subtopics
1.2.1Internal Knowledge Search
1.2.2Knowledge Management Tables
1.2.3Translated Knowledge Articles
1.2.4External Knowledge Sources
1.2.5AI Suggestions and Copilot Knowledge Creation
Learning Objectives
  • 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
1.3
Manage Collaboration
4 subtopics
1.3.1Microsoft Teams Chat Integration
1.3.2Join a Teams Call
1.3.3Suggested Contacts in Teams
1.3.4Teams Collaboration Experience
Learning Objectives
  • 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
1.4
Manage Agents and Copilot in Service Features
5 subtopics
1.4.1Ask a Question with Content Filtering
1.4.2Case, Timeline, and Conversation Summaries
1.4.3Draft a Response Feature
1.4.4Case Management Agent
1.4.5Agent Integration with Customer Service
Learning Objectives
  • 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
1.5
Create and Manage SLAs for Cases
5 subtopics
1.5.1SLA Settings Configuration
1.5.2Power Automate Actions for SLAs
1.5.3SLA Application
1.5.4SLA Items and KPIs
1.5.5Timer Control and SLA KPIs
Learning Objectives
  • 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
Domain Hands-on Skills
Implementing record creation and update rulesConfiguring knowledge management systemsSetting up Microsoft Teams integrationConfiguring Copilot featuresCreating and managing SLAsConfiguring security roles and permissions
Common Mistakes to Avoid
  • Not properly configuring security roles for knowledge management
  • Incorrectly setting up SLA applicability rules
  • Forgetting to enable necessary Copilot features
  • Misconfiguring Teams integration settings
2

Configure Representative Experience and Routing 27%

3

Extend Customer Service 17%

How do I earn the Microsoft Dynamics 365 Customer Service Functional Consultant certification?

Career Progression

Entry Point

  • MB-910: Microsoft Dynamics 365 Fundamentals (CRM)

Current Level

  • MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant Associate

Expert Level

  • PL-600: Microsoft Power Platform Solution Architect Expert

Complementary Skills

  • Power Platform development (PL-400)
  • Sales processes (MB-210)
  • Marketing automation (MB-220)
  • Field service operations (MB-240)

Certification Maintenance

  • Recertification Options:
    Complete free online renewal assessment within 6 months before expirationPass the current version of MB-230Earn a higher-level certification in Dynamics 365 or Power Platform

How do I study for the MB-230 Exam?

Practice the Microsoft Dynamics 365 Customer Service Functional Consultant with our Exam Simulator

Free practice questions, exam guides, and real exam‑style explanations in our Planet Cert simulator.

Community Resources

Dynamics 365 Communitycommunity_forumMicrosoft Tech Community - Dynamics 365blogMicrosoft Learn TV - Dynamics 365video

Hands-on Labs

Dynamics 365 Customer Service TrialtrialPower Platform Trialtrial

Learn more about this exam

ReadyNez MB-230 Courseinstructor_ledFirebrand MB-230 Accelerated Courseinstructor_ledExamTopics MB-230 Practice Questionspractice_questionsEDUSUM MB-230 Sample Questionspractice_questions

What's changed on this exam?

Status: ACTIVE

Technology Coverage

Microsoft Copilot in Customer Service2025 Release Wave 1

Major focus area in updated MB-230 exam - covers Case Management Agent, Ask a Question, Draft a Response, and conversation summaries

Released: 2025-04-01
Agentic AI Capabilities2025 Release Wave 1

New exam coverage of autonomous agent capabilities for case and knowledge management

Released: 2025-04-01
Customer Service WorkspaceLatest

Enhanced session templates, experience profiles, and Agent Inbox customization in exam

Released: 2024-10-01
Omnichannel for Customer Service2024 Release Wave 2

Advanced routing, workstreams, and capacity management remain core exam topics

Released: 2024-10-01

Industry Trends

Who should take this exam?

Recommended Experience

  • 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)

Experience Level: Intermediate

How do I register & what's the exam fee?

Exam Cost$165 USD
Testing CentersPearson VUE
Online ProctoringAvailable

How long is the certification valid?

Valid For1 year
Recertification
  • 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

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