Exam MB-230: Microsoft Dynamics 365 Customer Service

Candidates for this exam are Dynamics 365 Customer Engagement functional consultants with customer service expertise. Candidates are responsible for implementing omnichannel solutions that focus on service, quality, reliability, efficiency, and customer satisfaction.

Candidates design and implement service management visualizations and reports provided by, and in collaboration with, the Solution Architect. Candidates collaborate with the Customer Engagement administrator to implement and upgrade Power platform components, including knowledge base, and Voice of the Customer.

Candidates must have strong applied knowledge meeting user needs through the Dynamics 365 Customer Service, including in-depth understanding of cases, knowledge base, queues, entitlements, Service Level Agreements (SLAs), visualizations, and Unified Service Desk.

Candidates should understand industry terminology, priorities, standards, methodologies, customer service operations, and best practices. Candidates should have a comprehensive understanding of the Customer Service application's role in relationship to the Dynamics 365 suite of applications, as well as a basic understanding of the solution architecture and quality assurance.

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

Related exams: 1 related exam

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  • MB-230: Microsoft Dynamics 365 Customer Service

    Languages: English

    Retirement date: none

    This exam measures your ability to accomplish the following technical tasks: perform configuration; manage cases and the knowledge base; manage queues, entitlements, and SLAs; and configure voice of the customer.

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

    for Microsoft Dynamics 365 Customer Service

    All objectives of the exam are covered in depth so you'll be ready for any question on the exam.

Skills measured

  • Perform configuration (25-30%)
  • Manage cases and the knowledge base (30-35%)
  • Manage queues, entitlements, and SLAs (25-30%)
  • Configure voice of the customer (15-20%)

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There may be certifications and prerequisites related to "Exam MB-230: Microsoft Dynamics 365 Customer Service"

  • MB-200: Microsoft Power Platform + Dynamics 365 Core

    This exam measures your ability to accomplish the following technical tasks: perform discovery, planning, and analysis; manage user experience design; manage entities and data; implement security; implement integration; and perform solutions deployment and testing.

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* Pricing does not reflect any promotional offers or reduced pricing for Microsoft Imagine Academy program members, 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.