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Microsoft MB-230 Questions & Answers - in .pdf

MB-230 pdf
  • Total Q&A: 373
  • Update: Jul 19, 2026
  • Price: $59.99
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  • Vendor: Microsoft
  • Exam Code: MB-230
  • Exam Name: Microsoft Dynamics 365 Customer Service Functional Consultant
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Microsoft MB-230 Q&A - Testing Engine

MB-230 Study Guide
  • Total Q&A: 373
  • Update: Jul 19, 2026
  • Price: $59.99
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  • Vendor: Microsoft
  • Exam Code: MB-230
  • Exam Name: Microsoft Dynamics 365 Customer Service Functional Consultant
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Schedule exam

Languages: English

Retirement date: none

This exam measures your ability to accomplish the following technical tasks: manage cases and Knowledge Management; manage queues, entitlements, and service-level agreements; implement scheduling; implement Omnichannel for Customer Service; and manage analytics.

Reference: https://www.microsoft.com/en-us/learning/exam-mb-230.aspx

The Microsoft MB-230 exam is designed to evaluate one’s expertise in performing specific technical tasks. These include knowledge & case management, queues, Service Level Agreements, and entitlements management, scheduling implementation, analytics management, and Omnichannel for Customer Service. The details of these objectives are highlighted below:

Knowledge Management & Cases Management: 20-25%

  • Implementing Knowledge Management: The students will need to demonstrate their expertise in configuring Knowledge search control, categories & subjects, as well as Knowledge Management entities. The questions related to this subtopic will also measure competence in using Knowledge Management to solve cases and managing Knowledge article models. Besides, the individuals are required to have expertise in implementing Knowledge Search, converting cases to specific knowledge articles, and linking articles with cases.
  • Configuring & Automating Cases: The examinees should gain the skills in implementing case routing rules, advanced similarity rules, update rules, as well as record creation. It also requires their competence in configuring business process flows and Status Reason transitions. Additionally, the applicants should also have the skills in customizing Case Resolution forms and capturing customer feedback with the use of Customer Voice.
  • Creating & Managing Cases: This domain will measure the candidates’ skills in managing case lists, configuring cases, and implementing child/parent cases. It will also evaluate their competence in creating and searching for different case records, converting specific activities to cases, merging cases, and performing case resolutions.

Microsoft Customer Service Exam Certification Details:

Schedule ExamPearson VUE
Sample QuestionsMicrosoft Customer Service Sample Questions
Exam Price$165 (USD)
Books / TrainingMB-230T01-A: Microsoft Dynamics 365 Customer Service
Exam CodeMB-230
Passing Score700 / 1000
Duration120 mins
Number of Questions40-60
Exam NameMicrosoft Certified - Dynamics 365 Customer Service Functional Consultant Associate
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MB-230 Related Exams
MB-240 - Microsoft Dynamics 365 Field Service Functional Consultant
MB-310J - Microsoft Dynamics 365 Finance Functional Consultant (MB-310日本語版)
MB-800-Deutsch - Microsoft Dynamics 365 Business Central Functional Consultant (MB-800 Deutsch Version)
MB-330-JPN - Microsoft Dynamics 365 Supply Chain Management Functional Consultant (MB-330日本語版)
MB-500J - Microsoft Dynamics 365: Finance and Operations Apps Developer (MB-500日本語版)
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