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Updated: Aug 21, 2026
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How to book the MB-230: Microsoft Dynamics 365 Customer Service Exam
These are following steps for registering the MB-230: Microsoft Dynamics 365 Customer Service exam.
- Step 1: Visit to Microsoft Learning and search for MB-230: Microsoft Dynamics 365 Customer Service
- Step 2: Sign up/Login to Pearson VUE account
- Step 3: Select local centre based on your country, date, time and confirm with a payment method.
MB-230: Microsoft Dynamics 365 Customer Service Exam Certified Professional salary
The average salary of a MB-230: Microsoft Dynamics 365 Customer Service Exam Certified Expert in
- Europe - 80,347 EURO
- India - 15,00,327 INR
- England - 70,632 POUND
- United State - 90,247 USD
Microsoft MB-230 Exam Syllabus Topics:
| Topic | Details |
|---|---|
Manage cases and Knowledge Management (20-25%) | |
| Create and manage cases | - configure cases - manage case lists - create and search for case records - convert activities to cases - perform case resolution - implement parent/child cases - merge cases - set autonumbering for customer service entities |
| Configure and automate cases | - implement Advanced Similarity rules - implement record creation and update rules - implement case routing rules - customize the Case Resolution form - configure Status Reason transitions - configure business process flows- capture customer feedback by using Customer Voice |
| Implement Knowledge Management | - configure the Knowledge Search control - link an article with a case - use knowledge management to resolve cases - manage the knowledge management article lifecycle - manage Knowledge management articles - configure entities for Knowledge Management - manage Knowledge article templates - implement knowledge search - enable Relevance Search - configure categories and subjects - convert cases to knowledge articles |
Manage queues, entitlements, and service-level agreements (SLAs) (15-20%) | |
| Create and manage queues | - describe use cases for each queue type - configure queues - add cases and activities to queues - configure entities for queues - perform queue operations |
| Create and manage entitlements | - configure entitlements - define and create entitlements- manage entitlement templates - activate and deactivate entitlements- renew or cancel an entitlement |
| Create and manage SLAs | - define and create service-level agreements (SLAs) - configure SLA settings - configure a holiday schedule - configure a customer service schedule - implement actions by using Power Automate - manage cases that are associated with SLAs - manually apply an SLA - create and manage SLA items |
Implement scheduling (10-15%) | |
| Manage resources | - configure business closures - configure organizational units - configure resources - configure work hours - configure facilities and equipment |
| Manage services | - define services - schedule a service activity - configure fulfillment preferences - create a schedule board - schedule a service activity by using the schedule board |
Implement Omnichannel for Customer Service (30-35%) | |
| Deploy Omnichannel for Customer Service | - provision Omnichannel for Customer Service - define user settings - configure application setting - manage queues - configure skills-based routing |
| Implement Power Virtual Agents | - describe Power Virtual Agents components and concepts - integrate Power Virtual Agents with Dynamics 365 Customer Service- escalate conversations to a live agent |
| Manage channels | - describe use cases for the Channel Integration Framework - configure channels - enable the chat widget on websites - configure pre-chat surveys - configure proactive chat - configure Secure Message Service (SMS) |
| Distribute work | - describe difference between entity routing and channel routing - configure work streams - configure entity routing - configure routing values - implement context variables |
| Configure the agent experience | - create macros - define agent scripts - configure Quick Responses - configure sessions and applications - configure notifications |
| Configure the supervisor experience | - configure Omnichannel Insights dashboard - configure intraday insights - customize KPIs for intraday insights - enable sentiment analysis |
Manage analytics (10-15%) | |
| Configure Customer Service Insights | - describe capabilities and use cases for Customer Service Insights dashboards - connect to Customer Service Insights- manage workspaces |
| Create and configure visualizations | - configure interactive dashboards - design and create charts - design reports by using the Design wizard |
Reference: https://www.microsoft.com/en-us/learning/exam-mb-230.aspx
Microsoft MB-230 Exam Overview:
| Certification Vendor: | Microsoft |
| Exam Name: | Microsoft Dynamics 365 Customer Service Functional Consultant |
| Exam Number: | MB-230 |
| Available Languages: | English, German, French, Spanish, Portuguese (Brazil), Italian, Japanese, Chinese (Simplified) |
| Certificate Validity Period: | 1 year |
| Real Exam Qty: | 40-60 |
| Exam Duration: | 120 minutes |
| Passing Score: | 700 |
| Related Certifications: | Microsoft Certified: Dynamics 365 Customer Engagement Functional Consultant Associate |
| Exam Price: | $165 USD |
| Exam Format: | Multiple choice, Multiple select, Case studies, Drag and drop, Fill in the blank |
| Recommended Training: | Microsoft Learn Learning Paths MB-230 Study Guide |
| Exam Registration: | Pearson VUE Scheduling Microsoft Learn Exam Registration |
| 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/ |
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