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MB-230 Microsoft Dynamics 365 Customer Service Functional Consultant Exam Topics and Questions

These Microsoft Dynamics 365 Customer Service Functional Consultant (MB-230) exam topics are organized according to official exam domains to help candidates quickly verify coverage and focus on assessment rather than theory. Each domain is paired with topic-wise MB-230 sample questions that reflect how objectives are tested in the actual exam. This structure enables efficient review, targeted self-assessment, and rapid identification of weak areas when preparing for the Microsoft Dynamics 365 Customer Service Functional Consultant certification exam.

Let's Practice Free Microsoft MB-230 Questions Aligned with Official Exam Topics

Follows Microsoft's official outline Updated 03 Sep, 2026 3 Topics
Reviewed by Laura Martinez, Microsoft MB-230 Certified Professional
Topic Content
Manage cases in Customer Service by defining and configuring foundational components including record creation and update rules, case resolution experiences, security roles, and timeline controls with records, card forms, and highlights. Create and administer knowledge management through internal search capabilities, knowledge tables, translated articles, external knowledge source integration, and AI-powered suggestions for Copilot-led article creation. Manage collaboration by configuring Microsoft Teams chat, call features, suggested contacts using AI and rules-based approaches, and optimizing the Teams collaboration experience. Manage agents and... See More
Sample Questions for Topic 1 : Manage cases in Customer Service
Q1

An electrical engineering company is implementing Dynamics 365 Customer Service.

Engineers schedule work in one-hour blocks.

Engineers who complete a job before the end of the one-hour block must not be able to start a new job in that same block.

Engineers who require part of an additional one-hour block to complete a job must not be able to start a new job in that additional block.

You need to configure the fulfillment preference to meet the requirements.

Proposed solution: Change the scheduler time resolution to one hour.

Does the solution meet the goal?

Topic Content
Configure representative experience and routing by establishing workstreams, user settings, and capacity profiles to manage agent availability and workload distribution. Implement work classification and assignment rules alongside basic routing rulesets to direct interactions efficiently. Deploy skills-based routing with skill finder models to match customer needs with qualified representatives, and organize work through queue configuration and record routing. Enhance representative productivity by configuring scripts with slugs and creating macros for repetitive tasks. Optimize the Copilot Service workspace by setting up session... See More
Sample Questions for Topic 2 : Configure representative experience and routing
Q2

You are helping a company implement Power Virtual Agents with Omnichannel for Customer Service.

The company has a chatbot that escalates to a manager if a customer wants to escalate from a chatbot.

You need to configure a prerequisite before you can implement the chatbot.

Which prerequisite should you configure?

Topic Content
Extend Customer Service by configuring the data model and UI components through creating and configuring forms, views, and model-driven app components. This includes creating and configuring columns, setting up alerts and in-app notifications, creating or modifying tables, configuring relationships, and configuring Dataverse search capabilities. Additionally, create and manage email templates to enhance customer communication. Capture customer feedback effectively by using Customer Voice to trigger distribution of surveys, personalize surveys based on customer segments, and populate survey results against cases and... See More
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