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Updated: Aug 10, 2026
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Microsoft MB-230 Exam Overview:
| Certification Vendor: | Microsoft |
| Exam Name: | Microsoft Dynamics 365 Customer Service Functional Consultant |
| Exam Number: | MB-230 |
| Exam Duration: | 120 minutes |
| Passing Score: | 700 |
| Available Languages: | English, German, French, Spanish, Portuguese (Brazil), Italian, Japanese, Chinese (Simplified) |
| Exam Format: | Multiple choice, Multiple select, Case studies, Drag and drop, Fill in the blank |
| Real Exam Qty: | 40-60 |
| Certificate Validity Period: | 1 year |
| Related Certifications: | Microsoft Certified: Dynamics 365 Customer Engagement Functional Consultant Associate |
| Exam Price: | $165 USD |
| Recommended Training: | MB-230 Study Guide Microsoft Learn Learning Paths |
| Exam Registration: | Microsoft Learn Exam Registration Pearson VUE Scheduling |
| Sample Questions: | Microsoft MB-230 Sample Questions |
| Exam Way: | Online proctored or onsite at Pearson VUE test centers |
| Pre Condition: | No mandatory prerequisites; recommended to have 6+ months of experience implementing Dynamics 365 Customer Service solutions |
| Official Syllabus URL: | https://learn.microsoft.com/en-us/credentials/certifications/exams/mb-230/ |
For more info read reference:
Reference: https://www.microsoft.com/en-us/learning/exam-mb-230.aspx
Microsoft Customer Service Exam Certification Details:
| Sample Questions | Microsoft Customer Service Sample Questions |
| Exam Price | $165 (USD) |
| Exam Name | Microsoft Certified - Dynamics 365 Customer Service Functional Consultant Associate |
| Schedule Exam | Pearson VUE |
| Exam Code | MB-230 |
| Duration | 120 mins |
| Number of Questions | 40-60 |
| Passing Score | 700 / 1000 |
| Books / Training | MB-230T01-A: Microsoft Dynamics 365 Customer Service |
Microsoft MB-230 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Manage analytics, visualizations, and insights | 5-9% | - Implement Customer Voice surveys and feedback - Create and manage dashboards and reports
|
| Topic 2: Implement routing and work distribution | null | - Configure unified routing
|
| Topic 3: Implement Customer Service multi-session experience | 5-9% | - Configure Customer Service workspace
|
| Topic 4: Implement Microsoft Power Platform integration | 2-6% | - Integrate Power Apps and Power Automate
|
| Topic 5: Manage cases and knowledge management | 51-55% | - Create and manage cases
- Implement knowledge management
|
| Topic 6: Implement scheduling | 10-14% | - Configure service scheduling
|
| Topic 7: Implement Connected Customer Service | 2-6% | - Set up IoT and field service integration |
| Topic 8: Manage entitlements and service level agreements (SLAs) | 15-19% | - Implement SLAs
|
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