Stay ahead by continuously learning and advancing your career. Learn More

Microsoft Dynamics 365 for Customer Service (MB-230) Exam

Practice Exam
Take Free Test

Microsoft Dynamics 365 for Customer Service (MB-230) Exam



Microsoft Dynamics 365 for Customer Service (MB-230) is for individuals who are functional consultants having expertise in customer service. The role involves implementing solutions that prioritize:
  • Customer service
  • Quality
  • Reliability
  • Efficiency
  • Customer satisfaction

Who should take the exam?


Candidates must have a practical understanding of customer service, encompassing a thorough grasp of various elements such as cases, knowledge management, queues, entitlements, resource scheduling, service-level agreements (SLAs), AI insights, visualizations, connected services, Microsoft Power Virtual Agents, Customer Service applications, Customer Voice, basic and unified routing, and Omnichannel for Customer Service.

In the role of a functional consultant, the candidate's expertise should extend to:
  • A comprehensive comprehension of the customer service application's function within the Dynamics 365 suite of applications.
  • Fundamental knowledge of solution architecture.

Course Outline 

The Microsoft MB-230 Exam covers the given topics  - 
  • Domain 1: Understand about managing cases and Knowledge Management (15–20%)
  • Domain 2: Learn about managing entitlements and SLAs (1–5%)
  • Domain 3: Understand how to Implement scheduling (10–15%)
  • Domain 4: Implementing multi-session experiences for Customer Service (30–35%)
  • Domain 5: Learn how to Manage analytics, visualizations, and insights (10–15%)
  • Domain 6: Understand Implementing Microsoft Power Platform (5–10%)
  • Domain 7: Implementing Connected Customer Service (1–5%)
  • Domain 8: Implementing routing (10–15%)

Microsoft Dynamics 365 for Customer Service (MB-230) Exam FAQs

Candidates perform designing and implementing service management visualizations and reports provided by and in collaboration with the Solution Architect. Also, candidates collaborate with the Dynamics 365 administrator to implement and upgrade Power platform components, including knowledge base and Forms Pro.

In this exam the main highlighted areas are: • Perform configuration (25-30%) • Manage cases and the knowledge base (30-35%) • Manage queues, entitlements, and SLAs (25-30%) • Configure voice of the customer (15-20%)

To become Microsoft certified Dynamics 365 Customer Service Functional Consultant Associate you have to pass MB 200 and MB 230 exam.

This exam is best fit for the Microsoft Dynamics 365 functional consultants with having knowledge in meeting user needs through the Dynamics 365 Customer Service, including in-depth understanding of cases, knowledge base, queues, entitlements, Service Level Agreements (SLAs), visualizations, and Unified Service Desk.

This exam will cost you $165 USD including the additional taxes.

This is exam is intended for Microsoft Dynamics 365 functional consultants with Customer Service skills.

Microsoft certification contains 40-60 questions which need to be completed in 120 minutes.

MB-230 is intended for Dynamics 365 functional consultants with customer service expertise who are responsible for implementing omnichannel solutions that focus upon service, quality, reliability, efficiency, and customer satisfaction. In this exam, Candidates performs designing and implementation of service management visualizations and reports provided by and in collaboration with the Solution Architect.

You will get 120 minutes to complete the exam.

Candidates for this exam must have strong applied knowledge meeting user needs through the Dynamics 365 Customer Service, including in-depth understanding of cases, knowledge base, queues, entitlements, Service Level Agreements (SLAs), visualizations, and Unified Service Desk. Candidates should understand the industry terminology, priorities, standards, methodologies, customer service operations, and best practices.

In a year the candidate can give exam only five times and after then the candidate is eligible for the exam after 12 months. The 12 months period will start the day of the fifth unsuccessful exam. After giving the first exam if the candidate did not pass then they should have to wait at least a day to give second test.

Testpreptraining gives you the option to take a free practice test with different and unique questions before purchasing the complete test.

At Testpreptraining you will get a Unique sets of questions shuffled with different levels which will help you check your skills and weak areas. Doing these questions will increase your knowledge to score better in the exam.

Testpreptraining training course is designed to give you all of the skill-sets necessary to successfully complete the required projects and help you pass MB-230 exam in your first attempt.

Yes you will be provided with full assistance with our team of experts, who keeps on updating the tips and tricks regarding the exam on our blog.

Yes, you will be given access to the practice sets which will be available once you have registered for the course.