Microsoft Dynamics 365 Customer Service Functional Consultant : MB-230

  • Exam Code: Microsoft
  • Exam Name: Microsoft Dynamics 365 Customer Service Functional Consultant
  • Updated: Aug 26, 2026
  • Q & A: 373 Questions and Answers

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About Microsoft Dynamics 365 Customer Service Functional Consultant : Microsoft Exam

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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

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Microsoft MB-230 Practice Test Questions, Microsoft MB-230 Exam Practice Test Questions

The candidates for the MB-230: Microsoft Dynamics 365 Customer Service exam are looking to obtain the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification. These individuals possess competence in implementing omnichannel solutions focusing on quality, efficiency, service, reliability, and customer satisfaction. The applicants should have expertise in designing and implementing service management reports and visualizations offered by and in collaboration with the Solution Architects.

Microsoft MB-230 Exam Syllabus Topics:
SectionObjectives
Topic 1: Configure Dynamics 365 Customer Service- Manage cases and queues
  • 1. Queue configuration and routing
    • 2. Case lifecycle management
      - Configure customer service applications
      • 1. Set up Dynamics 365 Customer Service app
        • 2. Configure basic system settings
          Topic 2: Analyze and improve customer service insights- Reporting and dashboards
          • 1. Use analytics in Customer Service
            Topic 3: Manage cases and knowledge- Knowledge management
            • 1. Search and knowledge usage
              • 2. Knowledge articles creation and lifecycle
                - Case management
                • 1. Automate case routing
                  • 2. Create and resolve cases
                    Topic 4: Implement omnichannel for customer service- Omnichannel setup
                    • 1. Routing and work distribution
                      • 2. Chat, voice, and messaging configuration
                        Topic 5: Manage service level agreements (SLAs) and entitlements- SLAs configuration
                        • 1. Track SLA compliance
                          • 2. Define SLA KPIs
                            - Entitlements
                            • 1. Create and manage entitlements

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