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Microsoft MB-230 Exam Overview:
| Certification Vendor: | Microsoft |
|---|---|
| Exam Name: | Microsoft Dynamics 365 Customer Service Functional Consultant |
| Exam Number: | MB-230 |
| Exam Duration: | 100 minutes |
| Certificate Validity Period: | 1 year (renewal required) |
| Passing Score: | 700 / 1000 |
| Exam Format: | Drag-and-drop, Yes/No, Case study, Multiple choice |
| Available Languages: | Portuguese (Brazil), Chinese (Traditional), Spanish, English, Russian, Chinese (Simplified), German, Italian, Japanese, Korean, Arabic (Saudi Arabia), French, Indonesian (Indonesia) |
| Real Exam Qty: | 40-60 |
| Exam Price: | $165 USD |
| Related Certifications: | Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate |
| 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 |
Microsoft MB-230 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Manage analytics, visualizations, and insights | 10% | - Manage insights
|
| Implement routing | 10% | - Configure unified routing
|
| Manage entitlements and SLAs | 15% | - Create and manage entitlements
|
| Implement Connected Customer Service | 10% | - Configure IoT integration
|
| Implement scheduling | 5% | - Manage services
|
| Manage cases and Knowledge Management | 20% | - Manage Knowledge Management
|
| Implement Microsoft Power Platform | 10% | - Configure Power Automate
|
| Implement multi-session experiences for Customer Service | 20% | - Configure the Customer Service workspace
|
Your Microsoft Dynamics 365 Customer Service Functional Consultant Exam Questions, Resolved
The Microsoft Dynamics 365 Customer Service Functional Consultant exam is split across 8 areas, with Implement scheduling (5%), Implement multi-session experiences for Customer Service (20%), Implement Microsoft Power Platform (10%) carrying the most weight. Study in proportion to those shares — the full outline is in the section above this page.
The Microsoft Dynamics 365 Customer Service Functional Consultant exam costs $165 USD per attempt, with 700 / 1000 required to pass. Fail, and that fee returns in full for the retake. Practice with Test4Cram questions until your timed mock scores clear 700 / 1000 comfortably — then the exam fee is a single payment, not a subscription.
The MB-230 exam is Microsoft's official certification test — passing it earns the Microsoft Dynamics 365 credential at the Associate level. Its influence comes from how practical it is: employers use the Microsoft Dynamics 365 Customer Service Functional Consultant certificate as proof that you can do the work, not just talk about it. It also connects to Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate, giving the credential a natural next step.
Yes — Test4Cram offers a free demo of the Microsoft Dynamics 365 Customer Service Functional Consultant questions so you can see the quality before you pay. After purchase, 365 days of free updates are included; once the year expires, renew the update service at a 50% discount from your member zone.
Delivery is instant: your MB-230 product is emailed within one minute of payment — if nothing arrives within 2 hours, check spam and contact our 7x24 support; we reply within two hours and resend immediately. On failure, the guarantee has written terms: sit the corresponding MB-230 exam within 60 days of purchase, submit a scanned enrollment slip and the official Score Report PDF within 2 days after the exam, and the refund completes within 7 days. The policy covers the corresponding exam only; attempts within 3 days of purchase, exams never actually taken, free materials, and expired orders are excluded, and the candidate name must match the payer name. If you prefer, exchange your product for two free exam products of equal value and keep the update service on the original.
The Microsoft Dynamics 365 Customer Service Functional Consultant exam contains 40-60 questions within 100 minutes. That is a tight ratio — the candidates who finish calmly are the ones who practiced under a clock. Run full timed sessions in the Test4Cram test engine until MB-230 exam pacing becomes habit, not hope.
None These rules are set by Microsoft and may change, so confirm the current requirements on the official exam page: https://learn.microsoft.com/en-us/credentials/certifications/exams/mb-230 before registering for the Microsoft Dynamics 365 Customer Service Functional Consultant exam.
Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions:
A company uses Dynamics 365 Customer Service.
The schedule shows working intervals of 45 minutes. The intervals cause customer service representatives to have too much free time during working hours. The company wants to change the intervals to every 30 minutes.
You need to configure the intervals.
What should you configure?
- A. Requirement groups
- B. Schedule with travel time and distance
- C. Resource crew scheduling
- D. Fulfillment preferences
- E. Schedule within time constraints
Correct Answer: D 🗳️
Explanation: Only visible for Test4Cram members. You can sign-up / login (it's free).
You are a Dynamics 365 for Customer Service administrator.
You need to implement queues to manage cases.
Which queue types should you use? To answer, drag the appropriate queue types to the correct scenarios.
Each queue type may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view content.
NOTE: Each correct selection is worth one point.
Correct Answer:
Explanation:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/set-up-queuesmanage-activities-cases
You are modifying the phone-to-case process in Dynamics 365 Customer Service. You create a flow by using PowerApps as shown in the exhibit. (Click the Exhibit tab.)
You must modify the business process flow to include the check-email step at the beginning of the research stage.
Use the drop-down menus to select the answer choice that answers each question based on the information presented in the graphic.
NOTE: Each correct selection is worth one point.
Correct Answer:
Explanation:
Reference:
https://docs.microsoft.com/en-us/power-automate/create-business-process-flow?context=/dynamics365
/context/sales-context#edit-a-business-process-flow
You are a Dynamics 365 system administrator.
The customer service desk needs to be able to apply service level agreements (SLAs) on demand to customers that do not have SLAs.
You need to determine how SLAs on demand can be assigned.
What are two possible ways to achieve this goal? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
- A. Go into the SLA configuration and assign it to a customer.
- B. Assign SLAs manually to records.
- C. Use an existing customer SLA and change the conditions after assigning the SLA to the customer record.
- D. Create a new SLA for each case that does not have a customer SLA.
- E. Automatically apply SLAs to records based on business logic.
Correct Answer: B,E 🗳️
Explanation: Only visible for Test4Cram members. You can sign-up / login (it's free).
A company is implementing Dynamics 365 Customer Service to support its help desk function. Customers will submit support request tickets by using a self-service portal. The portal will require them to state their contact details, postal address, and their problem.
The help desk teams are situated in Canada and India. The company distributes products globally.
The company requires a service-level agreement (SLA) that meets the following conditions:
* If the customer resides in Canada, their ticket must be responded to within an hour and resolved within three working days.
* If the customer resides anywhere else in the world, their ticket must be responded to within two hours and resolved within five working days.
* If a case for a customer outside of Canada is not resolved in time, an email must be sent to the global customer service manager.
* Both response time and resolved-by times must be tracked against all cases without using entitlements.
You need to configure the SLA.
On which records should you perform the actions? To answer, move the appropriate records to the correct actions. You may use each record once, more than once, or not at all. You may need to move the split bar between panes or scroll to view content.
Correct Answer:
Explanation:
Viewing page 1 out of 75 pages.
Viewing questions 1-5 out of 373 questions.
