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Updated: Jul 20, 2026
No. of Questions: 373 Questions & Answers with Testing Engine
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How much MB-230: Microsoft Dynamics 365 Customer Service Exam Cost
The price of the MB-230: Microsoft Dynamics 365 Customer Service exam is $165 USD, for more information related to exam price please visit to Microsoft Training website as prices of Microsoft exams fees get varied country wise.
Introduction to MB-230: Microsoft Dynamics 365 Customer Service Exam
Microsoft MB-230 Exam is a certification exam that is conducted by Microsoft to validates candidate knowledge and skills of Managing cases and knowledge base .
Candidate are in charge of designing and implementing service management visualizations and reports provided by and in collaboration with the Solution Architect. This exam checks competency level on topics such as implementation and upgradation Power platform components,managing entitlements and SLA's . After passing this exam, candidates get a certificate from Microsoft that helps them to demonstrate their proficiency in Dynamics 365 Customer Service to their clients and employers.
Reference: https://www.microsoft.com/en-us/learning/exam-mb-230.aspx
Topics of MB-230: Microsoft Dynamics 365 Customer Service Exam
Candidates must know the exam topics before they start of preparation. because it will really help them in hitting the core. Our Microsoft MB-230 exam dumps will include the following topics:
1. Perform configuration (25-30%)
Configure Service Management settings
- Configure goal management components
- Configure customer service schedule
- Describe process of record creation and update rules
- Configure user work hours
- Configure categories and subjects
- Create routing rules
- Configure cases
- Configure customer service security roles
- Configure holiday schedule
- Configure queues
- Configure services
Configure processes
- Implement business process flows from Microsoft AppSource
- Configure custom business process flows
Create and configure customer service visualizations
- Execute and analyze customer service reports
- Configure customer service dashboards
- Design and create customer service charts
- Configure customer service content pack for Power BI
2. Manage cases and the knowledge base (30-35%)
Create and manage cases
- Implement parent/child cases
- Perform case resolution
- Convert activities to cases
- Configure status reason transitions
- Manage case list
- Create and search for case records
- Merge cases
- Implement case routing rules
Create and manage the knowledge base
- Search for articles
- Link an article with a case
- Create and manage knowledge base article lifecycle
- Create and manage knowledge base articles
- Configure entities for knowledge management
- Use the knowledge base to resolve cases
3. Manage queues, entitlements, and SLAs (25-30%)
Create and manage queues
- Differentiate queue types
- Add cases and activities to queues
- Configure queue email settings
- Implement case routing
- Configure entities for queues
- Configure record creation and update rules
Create and manage entitlements
- Define and create entitlements
- Manage entitlement templates
- Assign an entitlement to a case
- Activate and deactivate entitlements
- Renew or cancel an entitlement
Create and manage SLAs
- Implement actions and details
- Manage cases with SLAs
- Define and create SLAs
- Use SLAs on-demand
- Create and manage SLA items
- Determine SLA conditions
4. Configure voice of the customer (15-20%)
Create surveys
- Configure survey unsubscription options
- Identify respondent types
- Configure survey scoring
- Configure response routing
- Create a theme and upload images
- Add survey questions
- Add pages to a survey and personalize data
- Identify survey question types
Preview, test, and publish surveys
- Clone, import, and translate surveys
- Embed a survey in a web page
- Distribute survey link using email
Manage survey responses
- Create business actions based upon survey responses
- Determine report types
- Implement workflow conditional logic for survey actions
- Summarize survey results
Microsoft MB-230日本語 Exam Overview:
| Certification Vendor: | Microsoft |
| Exam Name: | Microsoft Dynamics 365 Customer Service Functional Consultant |
| Exam Number: | MB-230 |
| Real Exam Qty: | 40-60 |
| Passing Score: | 700 / 1000 |
| Exam Format: | Multiple choice, Drag-and-drop, Case study, Yes/No |
| Exam Duration: | 100 minutes |
| Available Languages: | English, Chinese (Simplified), Japanese, Korean, German, French, Spanish, Portuguese (Brazil), Arabic (Saudi Arabia), Russian, Italian, Indonesian (Indonesia), Chinese (Traditional) |
| Related Certifications: | Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate |
| Exam Price: | $165 USD |
| 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 |
Microsoft MB-230日本語 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Implement scheduling | 5% | - Manage services
|
| Manage entitlements and SLAs | 15% | - Create and manage SLAs
|
| Implement Microsoft Power Platform | 10% | - Configure Power Automate
|
| Manage cases and Knowledge Management | 20% | - Create and manage cases
|
| Implement Connected Customer Service | 10% | - Configure IoT integration
|
| Implement multi-session experiences for Customer Service | 20% | - Configure the Customer Service workspace
|
| Implement routing | 10% | - Configure unified routing
|
| Manage analytics, visualizations, and insights | 10% | - Manage insights
|
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