MB-230: Microsoft Dynamics 365 Customer Service Certification Overview
The MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant exam validates your ability to configure and implement Dynamics 365 Customer Service solutions, including case management, knowledge management, service level agreements (SLAs), and omnichannel support.
Exam Details
- Exam Code: MB-230
- Skills Measured:
- Case management
- Knowledge management
- Service level agreements (SLAs)
- Omnichannel for Customer Service
- Integration with other Dynamics 365 apps
- Prerequisites: None (but hands-on experience recommended)
- Exam Format: Multiple-choice, case studies, drag-and-drop
- Number of Questions: 40-60
- Duration: 120 minutes
- Passing Score: 700 (on a scale of 1-1000)
- Exam Price: $165 USD (varies by region)
Exam Objectives (Skills Measured)
1. Configure Dynamics 365 Customer Service (30-35%)
- Configure system settings
- Set up case management processes
- Configure queues, routing rules, and entitlements
- Implement service level agreements (SLAs)
- Configure and manage service scheduling
2. Manage Cases and Knowledge (25-30%)
- Implement case creation and resolution processes
- Configure case hierarchies and parent/child cases
- Set up knowledge management (articles, search, and AI suggestions)
- Use AI-powered knowledge recommendations
3. Implement Omnichannel for Customer Service (20-25%)
- Configure chat, email, and social channels
- Set up workstreams and routing rules
- Manage agent dashboards and productivity tools
- Implement voice channel (if applicable)
4. Configure Additional Tools (15-20%)
- Set up surveys and customer feedback
- Implement Power Automate flows for automation
- Configure reports and dashboards for service analytics
- Integrate with Microsoft Teams and other Dynamics 365 apps
Preparation Resources
Official Microsoft Resources:
Recommended Study Materials:
- Microsoft Dynamics 365 Customer Service documentation
- Hands-on practice (Microsoft offers trial environments)
- Instructor-led training (via Microsoft Learning Partners)
- Community forums (Microsoft Tech Community, Reddit, LinkedIn groups)
Certification Path
Passing MB-230 earns you the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification.
Next Steps:
- Consider MB-210 (Sales) or MB-310 (Finance & Operations) for broader Dynamics 365 expertise.
- Explore Power Platform certifications (PL-200, PL-400) for automation and app development.