Last Updated: Sep 17, 2026
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Reference: https://www.microsoft.com/en-us/learning/exam-mb-230.aspx
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The Microsoft MB-230 exam, which is also known as Microsoft Dynamics 365 Customer Service, is one of the prerequisite tests for earning the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification. It is required that you pass it along with Microsoft PL-200 in order to get certified.
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The MB-230 test is available in the English language. The candidates should review the official exam objectives before taking this test. This is because Microsoft regularly updates the exam topics to align with the dynamic evolvement of the industry. To register for this test, the applicants must pay the fee of $165. The formats of the questions that may appear in the exam are multiple choice, case studies, drag and drop, build list, and active screen, among others. The number of questions contained in Microsoft MB-230 is usually between 40 and 60 and the time for their completion is 120 minutes.
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| Section | Objectives |
|---|---|
| Manage cases and knowledge | - Case management
|
| Configure Dynamics 365 Customer Service | - Manage cases and queues
|
| Analyze and improve customer service insights | - Reporting and dashboards
|
| Implement omnichannel for customer service | - Omnichannel setup
|
| Manage service level agreements (SLAs) and entitlements | - SLAs configuration
|
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