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Updated: Aug 06, 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 Price: | $165 USD |
| Passing Score: | 700 |
| Related Certifications: | Microsoft Certified: Dynamics 365 Customer Engagement Functional Consultant Associate |
| 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 |
| Certificate Validity Period: | 1 year |
| Real Exam Qty: | 40-60 |
| Exam Duration: | 120 minutes |
| 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/ |
Schedule exam
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.
Associated Certification
The Microsoft MB-230 is one of the certification exams required to earn the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate. This certificate is appropriate for individuals who want to develop CX solutions that are agile, fast, and leverage Artificial Intelligence to anticipate business needs. To get certified, however, every candidate is required to pass PL-200 exam in addition to MB-230.
Reference: https://www.microsoft.com/en-us/learning/exam-mb-230.aspx
Difficulty in Writing MB-230: Microsoft Dynamics 365 Customer Service Exam
You must have appeared for many exams and faced many challenges in the exam some of the points are like lengthy questions, meaning of questions not clear, time pressure, scenario based questions, case study questions etc. This Microsoft exam is also one of the difficult exam but it is not that difficult if you have proper study material with you, In your study material, you should have verified practice test paper.
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Microsoft MB-230 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Manage analytics, visualizations, and insights | 5-9% | - Create and manage dashboards and reports
|
| Implement routing and work distribution | null | - Configure unified routing
|
| Manage cases and knowledge management | 51-55% | - Implement knowledge management
|
| Implement Connected Customer Service | 2-6% | - Set up IoT and field service integration |
| Implement scheduling | 10-14% | - Configure service scheduling
|
| Implement Customer Service multi-session experience | 5-9% | - Configure Customer Service workspace
|
| Manage entitlements and service level agreements (SLAs) | 15-19% | - Implement SLAs
|
| Implement Microsoft Power Platform integration | 2-6% | - Integrate Power Apps and Power Automate
|
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