Study guide for Exam MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant

Purpose of this document

This study guide should help you understand what to expect on the exam and includes a summary of the topics the exam might cover and links to additional resources. The information and materials in this document should help you focus your studies as you prepare for the exam.

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Updates to the exam

Our exams are updated periodically to reflect skills that are required to perform a role. We have included two versions of the Skills Measured objectives depending on when you are taking the exam.

We always update the English language version of the exam first. Some exams are localized into other languages, and those are updated approximately eight weeks after the English version is updated. While Microsoft makes every effort to update localized versions as noted, there may be times when the localized versions of an exam are not updated on this schedule. Other available languages are listed in the Schedule Exam section of the Exam Details webpage. If the exam isn't available in your preferred language, you can request an additional 30 minutes to complete the exam.

Note

The bullets that follow each of the skills measured are intended to illustrate how we are assessing that skill. Related topics may be covered in the exam.

Note

Most questions cover features that are general availability (GA). The exam may contain questions on Preview features if those features are commonly used.

Skills measured as of October 3, 2025

Audience profile

As a candidate for this exam, you’re a functional consultant with customer service expertise. You’re responsible for implementing solutions that focus upon:

• Customer service

• Quality

• Reliability

• Efficiency

• Customer satisfaction

You design and implement service management processes and automation in collaboration with solution architects and developers. You coordinate with customer engagement administrators to implement and upgrade customer service components including:

• Case management

• Dynamics 365 Copilot in Service

• Collaboration

• Knowledge management

• Customer feedback

You must have strong applied knowledge of customer service, including in-depth understanding of cases, knowledge management, queues, service-level agreements (SLAs), Customer Service applications, Customer Voice, and routing.

As a functional consultant, your knowledge should include:

• Comprehensive understanding of the customer service application's role in relationship to the Dynamics 365 suite of apps.

• Basic understanding of the solution architecture.

Skills at a glance

• Manage cases in Customer Service (51–55%)

• Configure representative experience and routing (25–30%)

• Extend Customer Service (15–20%)

Manage cases in Customer Service (51–55%)

Define and configure foundational Customer Service components

• Implement and monitor record creation and update rules

• Configure and modify the case resolution experience

• Configure and manage security roles

• Configure the timeline control, including records, card forms, and highlights

Create and administer knowledge management

• Configure internal knowledge search capabilities

• Configure tables for knowledge management

• Manage translated knowledge articles

• Integrate and search external knowledge sources

• Configure AI suggestions and Copilot-led knowledge article creation

Manage collaboration

• Configure Microsoft Teams chat

• Configure Join a Teams call for specific users

• Configure suggested contacts in Microsoft Teams, including by using AI and rules-based suggestions

• Configure Teams collaboration experience

Manage agents and Copilot in Service features

• Configure Ask a Question, including filtering content

• Configure case, timeline, and conversation summaries

• Configure Draft a Response

• Configure the Case Management Agent

• Integrate agents with Customer Service, including plug-ins and knowledge sources

Create and manage SLAs for cases

• Configure SLA settings

• Implement actions by using Power Automate

• Apply SLAs

• Create and manage SLA items including key performance indicators (KPIs), warning actions, success actions, and applicability

• Configure a timer control on a form

• Create SLA KPIs

Configure representative experience and routing (25–30%)

Configure routing

• Configure workstreams

• Configure user settings

• Manage capacity profiles

• Configure work classification and assignments, including rules

• Configure basic routing rulesets

• Configure skills-based routing and Skills Finder

• Configure queues

• Configure routing for records

Configure productivity tools

• Configure scripts, including slugs

• Create macros

Configure the Copilot Service workspace

• Configure session templates

• Create experience profiles

• Configure the Agent Inbox, including creating custom views

• Configure application tab templates

Extend Customer Service (15–20%)

Configure the data model and UI components

• Create and configure forms

• Create and configure views

• Configure model-driven app components

• Create and configure columns

• Configure alerts and in-app notifications

• Create or modify a table

• Configure relationships

• Configure Dataverse search

• Create and manage email templates

Capture customer feedback by using Customer Voice

• Trigger distribution of a survey

• Personalize a survey

• Populate survey results against cases and conversations

Study resources

We recommend that you train and get hands-on experience before you take the exam. We offer self-study options and classroom training as well as links to documentation, community sites, and videos.

Study resources	Links to learning and documentation
Get trained	Choose from self-paced learning paths and modules or take an instructor-led course
Find documentation	Dynamics 365 documentation and learning modules Microsoft Dynamics 365 Customer Service documentation Dynamics 365 Customer Voice documentation Dynamics 365 Customer Insights documentation
Ask a question	Microsoft Q&A | Microsoft Docs
Get community support	Microsoft Dynamics Community
Follow Microsoft Learn	Microsoft Learn - Microsoft Tech Community

Change log

The table below summarizes the changes between the current and previous version of the skills measured. The functional groups are in bold typeface followed by the objectives within each group. The table is a comparison between the previous and current version of the exam skills measured and the third column describes the extent of the changes.

Skill area prior to October 3, 2025	Skill area after October 3, 2025	Change
Audience profile		Minor
Manage cases, Knowledge Management, and feedback	Manage cases in Customer Service	% of exam increased
Create and manage cases		Removed
Define and configure foundational Customer Service components	Define and configure foundational Customer Service components	Major
Create and administer Knowledge Management	Create and administer knowledge management	Major
Capture customer feedback by using Customer Voice		Removed
Manage collaboration	Manage collaboration	No change
Manage Copilot features	Manage agents and Copilot in Service features	Major
Create and manage SLAs for cases	Create and manage SLAs for cases	No change
Implement scheduling and routing		Removed
Configure service scheduling		Removed
Configure routing		Removed
Implement Dynamics 365 Contact Center	Configure representative experience and routing	% of exam increased
Deploy Contact Center	Configure routing	Major
Manage channels		Removed
Configure agent productivity features	Configure agent productivity features	Minor
Configure agent workspaces	Configure the Copilot Service workspace	Minor
Extend Customer Service by using Microsoft Power Platform	Extend Customer Service	No % change
Configure model-driven apps for Customer Service	Configure the data model and UI Components	No change
Create custom apps for Customer Service		Removed
Implement Copilot for Customer Service scenarios		Removed
	Capture customer feedback by using Customer Voice	Added