Study guide for Exam MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant
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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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.
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.
Most questions cover features that are general availability (GA). The exam may contain questions on Preview features if those features are commonly used.
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:
Dynamics 365 Contact Center
Microsoft Copilot in Customer 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 scheduling, service-level agreements (SLAs), Microsoft Copilot Studio, Customer Service applications, Customer Voice, basic and unified routing, and Contact Center.
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.
Manage cases, Knowledge Management, and feedback (40–45%)
Implement scheduling and routing (10–15%)
Implement Dynamics 365 Contact Center (20–25%)
Extend Customer Service by using Microsoft Power Platform (15–20%)
Create and manage cases, including using Copilot to assist with management
Perform case resolution, including managing case resolution activities
Manage related cases, including parent/child cases and merging cases
Implement Advanced Similarity rules
Implement record creation and update rules
Configure and modify the Case Resolution dialog
Configure business process flows
Configure and manage security roles and personas
Configure enhanced case forms and views
Configure the records displayed in the case timeline
Configure connectors with the timeline
Configure the timeline and cards on custom forms
Enable AI suggestions for similar cases
Configure internal Knowledge Search capabilities
Configure tables for Knowledge Management
Translate Knowledge articles
Integrate and search external Knowledge sources
Enable AI-suggested descriptions and keywords
Trigger distribution of a survey
Personalize a survey
Populate survey results against cases and conversations
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
Plan and configure Copilot in Customer Service for agents
Enable Ask a Question in Copilot in Customer Service, including filtering content
Configure case and conversation summaries in Copilot in Customer Service
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 resource categories and characteristics
Define services
Configure fulfillment preferences
Configure work classification and assignments, including rules
Configure Routing Rulesets
Configure skills-based routing and Skills Finder
Configure queues
Implement Basic Case Routing rules
Configure workstreams
Configure user settings
Manage capacity profiles
Configure a chat widget
Configure proactive chat
Configure the voice channel for Azure Communication Services
Configure the chat channel
Configure the record-based channel
Configure digital channels
Configure agent scripts, including slugs
Create macros
Enable Smart Assist
Configure notification templates
Configure session templates
Create agent experience profiles
Configure the Agent Inbox, including creating custom views
Configure application tab templates
Create and configure forms
Create and configure views
Configure model-driven app components
Create and configure columns
Configure alerts and in-app notifications
Create task-specific canvas apps and custom pages
Configure Microsoft Power Pages websites by using the customer self-service template
Integrate agents with Customer Service
Create and manage agents, including agents for chat and voice
Implement a Copilot Studio agent as a post-call survey
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 |
Key to understanding the table: 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 March 18, 2025 | Skill area as of March 18, 2025 | Change |
|---|---|---|
| Audience profile | No change | |
| Manage cases, Knowledge Management, and feedback | Manage cases, Knowledge Management, and feedback | No % change |
| Define and configure foundational Customer Service components | Define and configure foundational Customer Service components | Minor |
| Extend Customer Service by using Microsoft Power Platform | Extend Customer Service by using Microsoft Power Platform | No % change |
| Create custom apps for Customer Service | Create custom apps for Customer Service | Minor |
| Implement Copilot for Customer Service scenarios | Implement Copilot for Customer Service scenarios | Minor |