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

  • Exam Code: MB-230
  • Exam Name: Microsoft Dynamics 365 Customer Service Functional Consultant
  • Updated: Sep 04, 2026
  • Q & A: 373 Questions and Answers

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

Career Path After Acing Microsoft MB-230 Exam

The Microsoft MB-230 exam leads to the associate-level certification. This certificate is all you need to be successful in your field. After earning it, you will be able to apply for several job roles, which also offer a good salary. To be precise, these are the positions you can pursue after getting certified:

  • Microsoft Dynamics CRM Architect;
  • Microsoft Dynamics Consultant;
  • Microsoft Architect;
  • Dynamics Ax Developer;
  • Dynamics Ax Solution Architect.

Interestingly, all the above-mentioned job titles are paid between $24,807 and $99,751 per year.

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How to Prepare For MB-230: Microsoft Dynamics 365 Customer Service Exam

Preparation Guide for MB-230: Microsoft Dynamics 365 Customer Service Exam

Introduction

Microsoft has given a certification track for IT professionals to get certified in Dynamics 365 Customer Service. The assessment is based on a rigorous exam using industry standard methodology to determine whether a candidate meets Microsoft's proficiency standards.

According to Microsoft, a Microsoft Certified Dynamics 365 functional consultants enables organizations to leverage responsible for implementing omnichannel solutions that focus upon service, quality, reliability, efficiency, and customer satisfaction., Microsoft MB-230: Microsoft Dynamics 365 Customer Service Exam is designed for professional who are working in the IT industries as well as it focuses on the other candidates who want to prove introductory knowledge of Microsoft Dynamics 365

Certification is evidence of your skills, expertise in those areas in which you like to work. If candidate wants to work on MB-230: Microsoft Dynamics 365 Customer Service Exam and prove his knowledge, Certification offered by Microsoft. This Microsoft MB-230 Exam helps a candidate to validates his skills in MB-230: Microsoft Dynamics 365 Customer Service Exam Technology.

In this guide, we will cover the MB-230: Microsoft Dynamics 365 Customer Service Exam, MB-230: Microsoft Dynamics 365 Customer Service Exam Certified professional salary and all aspects of the MB-230: Microsoft Dynamics 365 Customer Service Exam Certification.

What is the duration, language, and format of MB-230: Microsoft Dynamics 365 Customer Service Exam

  • language: English
  • Number of Questions: 40 - 60 (Since Microsoft does not publish this information, the number of exam questions may change without notice.)
  • Type of Questions: This test format is multiple choice.
  • Passing Score 700 / 1000
  • Length of Examination: 45 mins

The Microsoft Dynamics 365 Customer Service exam MB-230 by code is designed to test one's knowledge of the implementation of omnichannel solutions focused on service, quality, reliability, efficiency, and customer satisfaction.

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

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Microsoft MB-230 Exam Syllabus Topics:

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

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