Exams

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

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:

  • Omnichannel engagement
  • Collaboration
  • Knowledge management
  • Customer feedback
  • Connected services

You must have strong applied knowledge of customer service including in-depth understanding of cases, knowledge management, queues, entitlements, resource scheduling, service-level agreements (SLAs), AI insights and visualizations, connected services, Microsoft Power Virtual Agents, Customer Service applications, Customer Voice, basic and unified routing, and Omnichannel for Customer Service.

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.

Important

The English language version of this exam will be updated on March 18, 2024. Review the study guide linked in the “Tip” box for details on upcoming changes. If a localized version of this exam is available, it will be updated approximately eight weeks after this date. While Microsoft makes every effort to update localized versions as noted, there may be times when the localized versions of this exam are not updated on this schedule.

Passing score: 700. Learn more about exam scores.

Tip

 

Part of the requirements for: Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate

Related exams: none

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  • MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant

    Languages: English, German, French, Spanish, Portuguese (Brazil), Italian, Japanese, Chinese (Simplified)

    Retirement date: none

    This exam measures your ability to accomplish the following technical tasks: manage cases and Knowledge Management; manage entitlements and SLAs; implement scheduling; implement multi-session experiences for Customer Service; manage analytics, visualizations, and insights; implement Microsoft Power Platform; implement Connected Customer Service; and implement routing.

    Price based on the country or region in which the exam is proctored.

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Skills measured

  • The English language version of this exam will be updated on March 18, 2024. Review the study guide linked in the preceding “Tip” box for details about the skills measured and upcoming changes.
  • Manage cases and Knowledge Management (15–20%)
  • Manage entitlements and SLAs (1–5%)
  • Implement scheduling (10–15%)
  • Implement multi-session experiences for Customer Service (30–35%)
  • Manage analytics, visualizations, and insights (10–15%)
  • Implement Microsoft Power Platform (5–10%)
  • Implement Connected Customer Service (1–5%)
  • Implement routing (10–15%)

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* Pricing does not reflect any promotional offers or reduced pricing for Microsoft Certified Trainers and Microsoft Partner Network program members. Pricing is subject to change without notice. Pricing does not include applicable taxes. Please confirm exact pricing with the exam provider before registering to take an exam.

** Complete this exam before the retirement date to ensure it is applied toward your certification. After the retirement date, please refer to the related certification for exam requirements.