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

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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

You can register for the MB-230 exam through the Pearson VUE website, a Microsoft authorized testing provider.

The English language version of the MB-230 exam is scheduled to be updated on March 18, 2024. Localized versions may be updated later. Be sure to check the official Microsoft website for the latest information.

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%)

The exam assesses your knowledge of core Customer Service functionalities like cases, knowledge management, queues, entitlements, resource scheduling, SLAs, omnichannel for Customer Service, Power Virtual Agents, and integrations with other Dynamics 365 applications.

The exam format is subject to change, but it typically consists of 55 questions, including multiple choice and case studies. You'll have a set amount of time to complete the exam.


The passing score for the MB-230 exam is 700.


Several websites offer practice tests for the MB-230 exam. However, it's important to remember that these may not perfectly reflect the actual exam format or content.


This exam is designed for Microsoft Dynamics 365 Customer Service Functional Consultants. These are individuals with expertise in customer service who design and implement solutions to improve service quality, reliability, efficiency, and customer satisfaction.