- Exam Code: MB-230
- Exam Name: Microsoft Dynamics 365 Customer Service Functional Consultant
- Updated: Aug 01, 2026
- Q & A: 373 Questions and Answers
The Microsoft Dynamics 365 Customer Service exam MB-230 by code is designed to test one's knowledge of the implementation of omnichannel solutions focused on service, quality, reliability, efficiency, and customer satisfaction.
Reference: https://www.microsoft.com/en-us/learning/exam-mb-230.aspx
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| Section | Objectives |
|---|---|
| Topic 1: Manage cases and knowledge | - Case management
|
| Topic 2: Manage service level agreements (SLAs) and entitlements | - Entitlements
|
| Topic 3: Analyze and improve customer service insights | - Reporting and dashboards
|
| Topic 4: Configure Dynamics 365 Customer Service | - Manage cases and queues
|
| Topic 5: Implement omnichannel for customer service | - Omnichannel setup
|
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