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Microsoft Dynamics 365 Customer Service Functional Consultant : MB-230

MB-230 Exam Simulator
  • Exam Code: MB-230
  • Exam Name: Microsoft Dynamics 365 Customer Service Functional Consultant
  • Updated: Sep 08, 2026
  • Q & A: 373 Questions and Answers
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Reference: https://www.microsoft.com/en-us/learning/exam-mb-230.aspx

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The Microsoft MB-230 exam, which is also known as Microsoft Dynamics 365 Customer Service, is one of the prerequisite tests for earning the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification. It is required that you pass it along with Microsoft PL-200 in order to get certified.

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Microsoft MB-230 Exam Syllabus Topics:

SectionObjectives
Analyze and improve customer service insights- Reporting and dashboards
  • 1. Use analytics in Customer Service
    Manage cases and knowledge- Case management
    • 1. Automate case routing
      • 2. Create and resolve cases
        - Knowledge management
        • 1. Search and knowledge usage
          • 2. Knowledge articles creation and lifecycle
            Configure Dynamics 365 Customer Service- Manage cases and queues
            • 1. Case lifecycle management
              • 2. Queue configuration and routing
                - Configure customer service applications
                • 1. Configure basic system settings
                  • 2. Set up Dynamics 365 Customer Service app
                    Manage service level agreements (SLAs) and entitlements- SLAs configuration
                    • 1. Track SLA compliance
                      • 2. Define SLA KPIs
                        - Entitlements
                        • 1. Create and manage entitlements
                          Implement omnichannel for customer service- Omnichannel setup
                          • 1. Chat, voice, and messaging configuration
                            • 2. Routing and work distribution

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