Microsoft MB-230 Exam Syllabus

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Before starting your MB-230 exam preparation, it is recommended to review the complete Microsoft Dynamics 365 Customer Service Functional Consultant exam syllabus and carefully go through the exam objectives listed below. Once you understand the exam structure and objectives, you should practice using our free MB-230 questions. We also provide premium MB-230 practice test, fully updated according to the latest exam objectives, to help you accurately assess your preparedness for the actual exam.

Microsoft MB-230 Exam Objectives

Section	Weight	Objectives
Manage cases in Customer Service	51-55%	Define and configure foundational Customer Service components Implement and monitor record creation and update rules Configure and modify the case resolution experience Configure and manage security roles Configure the timeline control, including records, card forms, and highlights Create and administer knowledge management Configure internal knowledge search capabilities Configure tables for knowledge management Manage translated knowledge articles Integrate and search external knowledge sources Configure AI suggestions and Copilot-led knowledge article creation Manage collaboration Configure Microsoft Teams chat Configure Join a Teams call for specific users Configure suggested contacts in Microsoft Teams, including by using AI and rules-based suggestions Configure Teams collaboration experience Manage agents and Copilot in Service features Configure Ask a Question, including filtering content Configure case, timeline, and conversation summaries Configure Draft a Response Configure the Case Management Agent Integrate agents with Customer Service, including plug-ins and knowledge sources Create and manage SLAs for cases Configure SLA settings Implement actions by using Power Automate Apply SLAs Create and manage SLA items including key performance indicators (KPIs), warning actions, success actions, and applicability Configure a timer control on a form Create SLA KPIs
Configure representative experience and routing	25-30%	Configure routing Configure workstreams Configure user settings Manage capacity profiles Configure work classification and assignments, including rules Configure basic routing rulesets Configure skills-based routing and skill finder models Configure queues Configure routing for records Configure productivity tools Configure scripts, including slugs Create macros Configure the Copilot Service workspace Configure session templates Create experience profiles Configure the Inbox, including creating custom views Configure application tab templates
Extend Customer Service	15-20%	Configure the data model and UI components Create and configure forms Create and configure views Configure model-driven app components Create and configure columns Configure alerts and in-app notifications Create or modify a table Configure relationships Configure Dataverse search Create and manage email templates Capture customer feedback by using Customer Voice Trigger distribution of a survey Personalize a survey Populate survey results against cases and conversations
Official Information		https://www.microsoft.com/en-us/learning/exam-mb-230.aspx

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