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Microsoft Certified:Dynamics 365 Customer Service Functional Consultant Associate

MB-230Dynamics 365 Customer Service Consultant

The Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification validates your expertise in implementing customer service solutions using Dynamics 365. It is designed for functional consultants who are responsible for enhancing customer satisfaction and service efficiency. Earning this certification demonstrates your ability to manage cases, implement service management processes, and collaborate with solution architects.

Practice Free Questions

326 practice questions · Updated 2026-07-30

3Domains
10Objectives
77Concepts
326Questions

MB-230 Curriculum

Every domain, objective, and concept the MB-230 exam measures.

Define and configure foundational Customer Service components

10 concepts · 36 questions
  1. Record Creation Rules
  2. Record Update Rules
  3. Case Resolution Configuration
  4. Case Resolution Modification
  5. Security Role Configuration
  6. Security Role Management
  7. Timeline Control Configuration
  8. Timeline Record Management
  9. Card Form Configuration
  10. Timeline Highlights Configuration

Create and administer knowledge management

7 concepts · 42 questions
  1. Internal Knowledge Search Configuration
  2. Knowledge Management Table Configuration
  3. Translated Knowledge Article Management
  4. External Knowledge Source Integration
  5. External Knowledge Search Configuration
  6. AI Suggestions Configuration
  7. Copilot-led Knowledge Article Creation

Manage collaboration

5 concepts · 19 questions
  1. TeamsChatConfiguration
  2. TeamsCallConfiguration
  3. SuggestedContactsAI
  4. SuggestedContactsRules
  5. TeamsCollaborationExperience

Manage agents and Copilot in Service features

10 concepts · 37 questions
  1. Ask a Question Configuration
  2. Content Filtering for Ask a Question
  3. Case Summary Configuration
  4. Timeline Summary Configuration
  5. Conversation Summary Configuration
  6. Draft a Response Configuration
  7. Case Management Agent Configuration
  8. Agent Integration with Customer Service
  9. Plug-in Integration for Agents
  10. Knowledge Source Integration

Create and manage SLAs for cases

7 concepts · 31 questions
  1. SLA Configuration
  2. Power Automate Actions
  3. SLA Application
  4. SLA Item Management
  5. SLA Applicability
  6. Timer Control Configuration
  7. SLA KPI Creation

Configure routing

9 concepts · 48 questions
  1. Workstreams Configuration
  2. User Settings Configuration
  3. Capacity Profiles Management
  4. Work Classification and Assignment
  5. Basic Routing Rulesets Configuration
  6. Skills-Based Routing Configuration
  7. Skill Finder Models Configuration
  8. Queues Configuration
  9. Records Routing Configuration

Configure productivity tools

5 concepts · 41 questions
  1. UnderstandScripts
  2. ConfigureScripts
  3. UtilizeSlugs
  4. CreateMacros
  5. ExecuteMacros

Configure the Copilot Service workspace

5 concepts · 23 questions
  1. Session Template Configuration
  2. Experience Profile Creation
  3. Inbox Configuration
  4. Custom View Creation
  5. Application Tab Template Configuration

Configure the data model and UI components

15 concepts · 40 questions
  1. Form Creation
  2. Form Configuration
  3. View Creation
  4. View Configuration
  5. Model-driven App Components
  6. Column Creation
  7. Column Configuration
  8. Alerts Configuration
  9. In-app Notifications
  10. Table Creation
  11. Table Modification
  12. Relationship Configuration
  13. Dataverse Search Configuration
  14. Email Template Creation
  15. Email Template Management

Capture customer feedback by using Customer Voice

4 concepts · 9 questions
  1. Survey Distribution Triggers
  2. Survey Personalization Techniques
  3. Linking Survey Results to Cases
  4. Associating Survey Feedback with Conversations
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Practice Free Questions

Percentages reflect share of the current practice bank, not official exam weightings — no structured per-skill weight is published for MB-230, so none is invented.