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Updated: Sep 05, 2026

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Microsoft MB-230 Exam Syllabus Topics:

TopicDetails

Manage cases and Knowledge Management (20-25%)

Create and manage cases- configure cases
- manage case lists
- create and search for case records
- convert activities to cases
- perform case resolution
- implement parent/child cases
- merge cases
- set autonumbering for customer service entities
Configure and automate cases- implement Advanced Similarity rules
- implement record creation and update rules
- implement case routing rules
- customize the Case Resolution form
- configure Status Reason transitions
- configure business process flows- capture customer feedback by using Customer Voice
Implement Knowledge Management- configure the Knowledge Search control
- link an article with a case
- use knowledge management to resolve cases
- manage the knowledge management article lifecycle
- manage Knowledge management articles
- configure entities for Knowledge Management
- manage Knowledge article templates
- implement knowledge search
- enable Relevance Search
- configure categories and subjects
- convert cases to knowledge articles

Manage queues, entitlements, and service-level agreements (SLAs) (15-20%)

Create and manage queues- describe use cases for each queue type
- configure queues
- add cases and activities to queues
- configure entities for queues
- perform queue operations
Create and manage entitlements- configure entitlements
- define and create entitlements- manage entitlement templates
- activate and deactivate entitlements- renew or cancel an entitlement
Create and manage SLAs- define and create service-level agreements (SLAs)
- configure SLA settings
- configure a holiday schedule
- configure a customer service schedule
- implement actions by using Power Automate
- manage cases that are associated with SLAs
- manually apply an SLA
- create and manage SLA items

Implement scheduling (10-15%)

Manage resources- configure business closures
- configure organizational units
- configure resources
- configure work hours
- configure facilities and equipment
Manage services- define services
- schedule a service activity
- configure fulfillment preferences
- create a schedule board
- schedule a service activity by using the schedule board

Implement Omnichannel for Customer Service (30-35%)

Deploy Omnichannel for Customer Service- provision Omnichannel for Customer Service
- define user settings
- configure application setting
- manage queues
- configure skills-based routing
Implement Power Virtual Agents- describe Power Virtual Agents components and concepts
- integrate Power Virtual Agents with Dynamics 365 Customer Service- escalate conversations to a live agent
Manage channels- describe use cases for the Channel Integration Framework
- configure channels
- enable the chat widget on websites
- configure pre-chat surveys
- configure proactive chat
- configure Secure Message Service (SMS)
Distribute work- describe difference between entity routing and channel routing
- configure work streams
- configure entity routing
- configure routing values
- implement context variables
Configure the agent experience- create macros
- define agent scripts
- configure Quick Responses
- configure sessions and applications
- configure notifications
Configure the supervisor experience- configure Omnichannel Insights dashboard
- configure intraday insights
- customize KPIs for intraday insights
- enable sentiment analysis

Manage analytics (10-15%)

Configure Customer Service Insights- describe capabilities and use cases for Customer Service Insights dashboards
- connect to Customer Service Insights- manage workspaces
Create and configure visualizations- configure interactive dashboards
- design and create charts
- design reports by using the Design wizard

Microsoft MB-230日本語 Exam Overview:

Certification Vendor:Microsoft
Exam Name:Microsoft Dynamics 365 Customer Service Functional Consultant
Exam Number:MB-230
Related Certifications:Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate
Passing Score:700 / 1000
Exam Price:$165 USD
Exam Format:Yes/No, Drag-and-drop, Case study, Multiple choice
Real Exam Qty:40-60
Available Languages:Indonesian (Indonesia), English, Italian, Chinese (Traditional), Spanish, French, Portuguese (Brazil), Japanese, Arabic (Saudi Arabia), Korean, Chinese (Simplified), German, Russian
Exam Duration:100 minutes
Certificate Validity Period:1 year (renewal required)
Sample Questions:Microsoft MB-230日本語 Sample Questions
Exam Way:Online (proctored) or at a testing center
Pre Condition:None
Official Syllabus URL:https://learn.microsoft.com/en-us/credentials/certifications/exams/mb-230

Scheduling Implementation: 10-15%

  • Services Management: The test takers will need to demonstrate their skills in defining services, scheduling service activities, and configuring fulfillment preferences. They will also need to show their expertise in a scheduling service activity with schedule boards and creating the schedule boards.
  • Resources Management: This topic requires your expertise in configuring resources, business closures, organizational units, work hours, and equipment and facilities.

Preparation Process for Microsoft MB-230 Exam

Preparation is the most important part of the Microsoft MB-230 exam and the whole certification program that you need to clear. The candidates should be very careful when choosing the resources because the amount of efforts they invested will determine how well they pass the test. Without much ado, here are a handful of tools that you can trust.

  • Books

    Books have been and are still the most valued resource for preparation. The students can refer to several guides for the Microsoft MB-230 exam of their choice. You can also pick the ones from the book stores or libraries. There is also an opportunity to choose some e-books if you need them instead of the paperback version. Ensure that the guide you are choosing has all the main points of the syllabus and covers it in detail. The content of the book you are choosing should be easy to understand.

  • Instructor-Led Training

    If you are one of those inquisitive candidates who encounter many doubts, then the instructor-led training is definitely the right choice for you. These interactive sessions are prepared and presented by the world-class experts with the years of experience in the subject matter. The sessions can help the individuals gain the required skills within a shorter time.

  • Microsoft Learning Paths

    The Microsoft learning paths are the official online classes that are made available for the candidates by the vendor. These are made available totally free of cost and they can help a great deal in the preparation process by developing in-depth concepts for all the exam topics.

  • Practice Tests and Sample Papers

    Taking sample papers and practice tests as much as you can is something that will greatly help you pass your MB-230 exam with flying colors. These resources can help the applicants identify their weak portions and loopholes. Every time you finish a practice session, you will be able to improve in your performance. This will definitely increase your chances to ace the actual exam.

  • Microsoft Documentation

    Microsoft provides its own documentation to candidates for using it during the exam preparation. Candidates can access the documentation directly from the official site of Microsoft. This is the most reliable source in regards to syllabus authenticity and quality. These materials can serve the candidates as the best options for preparation.

Reference: https://www.microsoft.com/en-us/learning/exam-mb-230.aspx

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