Exam MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant

The MB-230 certification is designed for professionals who serve as functional consultants with a specialization in customer service. These individuals are expected to have hands-on experience in configuring and implementing customer service solutions that emphasize:

Customer satisfaction
Service quality
Operational reliability
Efficiency
Process consistency

– Key Responsibilities

As a certified consultant, you play a pivotal role in designing and deploying service management workflows and automation strategies. You work collaboratively with solution architects and developers to align business needs with technical solutions. Additionally, you coordinate with customer engagement administrators to manage, implement, and upgrade service-related components, including:

Dynamics 365 Contact Center
Microsoft Copilot for Customer Service
Collaboration and communication tools
Knowledge management systems
Customer feedback mechanisms

– Core Knowledge Areas

To perform effectively in this role, candidates must demonstrate in-depth applied knowledge across a broad range of customer service functionalities, such as:

Case management
Knowledge base configuration
Queue and routing systems (basic and unified)
Service scheduling
Service Level Agreements (SLAs)
Customer Service applications
Microsoft Copilot Studio
Customer Voice feedback integration
Contact Center operations and tools

– Consultant Skill Set

As a functional consultant, you are expected to possess:

A strong understanding of how the customer service application integrates within the broader Microsoft Dynamics 365 ecosystem
A foundational grasp of solution architecture principles to ensure successful solution design and deployment

Exam Details

The MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant certification exam is offered in several languages, including English, German, French, Spanish, Portuguese (Brazil), Italian, Japanese, and Simplified Chinese. To pass the exam, candidates must attain a minimum score of 700 on a scale of 1 to 1000. Microsoft is committed to providing an inclusive certification experience. Candidates requiring assistive technologies, extended time, or other exam-related accommodations may request appropriate modifications through the official accommodation process prior to scheduling their exam.

Course Outline

The exam covers the following topics:

1. Managing cases, Knowledge Management, and feedback (40–45%)

Creating and managing cases

Create and manage cases, including using Copilot to assist with management (Microsoft documentation: Managing cases with Dynamics 365 Customer Service, Managing cases with Dynamics 365 Customer Service )
Perform case resolution, including managing case resolution activities (Microsoft documentation: Configurable case resolution page, Add an activity to a case )
Manage related cases, including parent/child cases and merging cases (Microsoft documentation: Define parent and child case settings, Merge similar cases )

Defining and configuring foundational Customer Service components

implementing Advanced Similarity rules
implement record creation and update rules(Microsoft documentation: Automatically create or update records in Customer Service Hub )
Configuring and modifying the Case Resolution dialogue
configure business process flows (Microsoft documentation: Business process flows overview, Create a business process flow to standardize processes )
Configure and manage security roles and personas
Configure enhanced case forms and views
Configure the records displayed in the case timeline
Configure connectors with the timeline
Configure the timeline and cards on custom forms
Enable AI suggestions for similar cases

Creating and administering Knowledge Management

Configuring internal Knowledge Search capabilities
Configure tables for Knowledge Management
Translate Knowledge articles
Integrate and search external Knowledge sources
Enable AI-suggested descriptions and keywords

Capturing customer feedback by using Customer Voice

Trigger distribution of a survey
Personalize a survey
Populate survey results against cases and conversations

Manage collaboration

Configure Microsoft Teams chat
Configure Join a Teams call for specific users
Configure suggested contacts in Microsoft Teams, including by using AI and rules-based suggestions
Configure Teams collaboration experience

Manage Copilot features

Plan and configure Copilot in Customer Service for agents
Enable Ask a Question in Copilot in Customer Service, including filtering content
Configure case and conversation summaries in Copilot in Customer Service

2. Implementing scheduling and routing (10–15%)

Configuring service scheduling

Configure resource categories and characteristics
Define services
Configure fulfillment preferences

Configure routing

Configure work classification and assignments, including rules
Configure Routing Rulesets
Configure skills-based routing and Skills Finder
Configure queues
Implement Basic Case Routing rules

3. Implementing Dynamics 365 Contact Center (20–25%)

Deploy Contact Center

Configure workstreams
Configure user settings
Manage capacity profiles

Managing channels

Configure a chat widget
Configure proactive chat (Microsoft documentation: Configure proactive chat )
Configure the voice channel for Azure Communication Services
Configure the chat channel
Configure the record-based channel
Configure digital channels

Configuring agent productivity tools

Configure agent scripts, including slugs (Microsoft documentation: Guide agents with scripts )
Create macros (Microsoft documentation: Create a macro )
Enable Smart Assist

Configuring agent workspaces

Configure notification templates
Configure session templates
Create agent experience profiles
Configure the Agent Inbox, including creating custom views
Configure application tab templates

4. Extending Customer Service by using Microsoft Power Platform (15–20%)

Configuring model-driven apps for Customer Service

Create and configure forms
Create and configure views
Configure model-driven app components
Create and configure columns
Configure alerts and in-app notifications

Creating custom apps for Customer Service

Create task-specific canvas apps and custom pages
Configure Microsoft Power Pages websites by using the customer self-service template

Implementing Copilot Studio agents for Customer Service scenarios

Integrate agents with Customer Service
Create and manage agents, including agents for chat and voice
Implement a Copilot Studio agent as a post-call survey

Microsoft MB-230 Exam FAQs

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Microsoft Certification Exam Policies

Microsoft follows a comprehensive set of certification exam policies to ensure fairness, consistency, and the integrity of the assessment process. These policies apply uniformly to all exam delivery formats, including online proctored exams and those administered at authorized test centers.

– Exam Retake Policy

Candidates who do not pass the exam on their initial attempt must wait a minimum of 24 hours before retaking it. For all subsequent attempts, a 14-day waiting period is required between each try. A maximum of five exam attempts is permitted within a 12-month period. Once a candidate passes the exam, no additional attempts are allowed unless the certification has expired and requires renewal. Each attempt incurs the standard exam fee.

– Rescheduling and Cancellation Policy

Candidates may reschedule or cancel their exam appointment at least six business days in advance without incurring any fees. If changes are made within five business days of the scheduled exam date, a rescheduling fee may apply. Cancellations made less than 24 hours before the scheduled start time, or failure to appear for the exam will result in forfeiture of the full exam fee.

Microsoft MB-230 Exam Study Guide

Step 1: Understand the Exam Objectives Thoroughly

Begin your preparation by reviewing the official MB-230 exam objectives provided by Microsoft. These objectives outline the key skills measured in the exam and serve as the foundation for your study plan. Focus areas typically include case management, service-level agreements (SLAs), knowledge base configuration, omnichannel capabilities, customer feedback, and integration with Microsoft Copilot and Contact Center features. Understanding these topics in depth will help you target your learning and avoid surprises on exam day.

Step 2: Follow Microsoft’s Official Learning Paths

Once you’re familiar with the exam structure, utilize Microsoft Learn, the official platform offering self-paced learning paths tailored to the MB-230 exam. Microsoft subject-matter experts design these modules and provide hands-on labs, conceptual explanations, and real-world scenarios. This free, interactive resource allows you to learn at your own pace while tracking your progress. The modules include:

For those who prefer a structured classroom environment, consider enrolling in a Microsoft Certified Instructor-Led Training (ILT) course. These courses are delivered by authorized training partners and provide deeper insights, live demonstrations, and the ability to ask questions in real time, which can greatly enhance your understanding of complex topics.

Step 3: Join Study Groups and Professional Communities

Participating in exam-specific study groups or online forums can significantly improve your preparation. Engage with fellow candidates on platforms like LinkedIn, Tech Community, or dedicated Dynamics 365 forums. These communities allow you to exchange ideas, clarify doubts, and gain new perspectives. Study groups can also help you stay motivated and accountable throughout your preparation journey.

Step 4: Reinforce Learning with Practice Tests

Testing your knowledge regularly is essential. Take advantage of MB-230 practice tests that mimic the actual exam format and difficulty level. These practice exams help identify areas of weakness, improve time management, and build exam readiness. Aim to review both correct and incorrect answers to deepen your understanding of the material. Consider using reputable practice test providers or official Microsoft Exam Readiness Zones if available.

Step 5: Review and Refine Your Knowledge

In the final stages of your preparation, revisit key concepts and ensure you’re confident with all exam domains. Focus on real-world application scenarios, especially those involving case resolution workflows, SLA automation, and the integration of AI-driven tools like Microsoft Copilot. Reviewing Microsoft documentation, whitepapers, and recent product updates can also provide valuable context that may be reflected in exam questions.

Step 6: Schedule and Approach the Exam with Confidence

When you’re consistently scoring well on practice tests and feel confident in your understanding, schedule your exam through Microsoft or an authorized test provider. Make sure you’re familiar with the testing format—whether online proctored or in-person—and review the exam policies. On the day of the exam, ensure a calm and focused mindset, knowing that your structured preparation has equipped you for success.