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Updated: Aug 21, 2026
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MB-230: Microsoft Dynamics 365 Customer Service Exam Certification Path
MB-230: Microsoft Dynamics 365 Customer Service Exam is foundation level Certification. As such There is no prerequisite for this course. Anyone who is having keen and familiar with Microsoft technology are well invited to pursue this certification.
Career Prospects
Earning a certification is a surefire step in your career. The most important thing is to ensure that you are always updated with the major changes taking place in the industry. The Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate is just a starting point for your career, which opens doors to many opportunities for you. Thus, with such a certificate, you will stand a chance to get the role-based expert certification like the Microsoft Certified: Dynamics 365 + Power Platform Solution Architect Expert.
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, Chinese (Simplified), Japanese, Korean, German, French, Spanish, Portuguese (Brazil), Arabic (Saudi Arabia), Russian, Italian, Indonesian (Indonesia), Chinese (Traditional) |
| Passing Score: | 700 / 1000 |
| Certificate Validity Period: | 1 year (renewal required) |
| Exam Format: | Multiple choice, Drag-and-drop, Case study, Yes/No |
| Related Certifications: | Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate |
| Exam Price: | $165 USD |
| Exam Duration: | 100 minutes |
| Real Exam Qty: | 40-60 |
| Sample Questions: | Microsoft MB-230 Sample Questions |
| Exam Way: | Online (proctored) or at a testing center |
| Pre Condition: | None |
| Official Syllabus URL: | https://learn.microsoft.com/en-us/credentials/certifications/exams/mb-230 |
Microsoft MB-230 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Implement scheduling | 5% | - Manage resources
|
| Implement routing | 10% | - Manage queues and routing
|
| Implement multi-session experiences for Customer Service | 20% | - Manage channels
|
| Implement Microsoft Power Platform | 10% | - Configure Power Automate
|
| Manage analytics, visualizations, and insights | 10% | - Configure Customer Service Insights
|
| Manage cases and Knowledge Management | 20% | - Manage Knowledge Management
|
| Manage entitlements and SLAs | 15% | - Create and manage SLAs
|
| Implement Connected Customer Service | 10% | - Manage Connected Customer Service scenarios
|
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PDF Version: can be read under the Adobe reader, or many other free readers, including OpenOffice, Foxit Reader and Google Docs.
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