Microsoft MB-280 Real Exam Questions [Jan 2026 Update]
Our MB-280 exam questions offer real, up-to-date practice material for the Microsoft Dynamics 365 Customer Insights (Journeys) certification. Reviewed by certified professionals, these questions come with verified answers, detailed explanations, and references to help you master key topics. Use our online exam simulator to strengthen your preparation and boost your chances of passing on the first try.
What Users Are Saying:
What is the Microsoft MB-280 exam, and what will you learn from it?
The Microsoft MB-280 certification focuses on Microsoft Dynamics 365 for Customer Service. This exam validates your ability to implement and manage Dynamics 365 Customer Service applications, optimize service operations, and provide excellent customer experiences.
Earning this certification demonstrates your expertise in managing case management, service-level agreements, knowledge management, and omnichannel engagement. It is ideal for customer service managers, system administrators, or consultants who want to implement Dynamics 365 solutions to improve organizational service operations.
Get the latest MB-280 exam questions PDF at Cert Empire!
Exam Snapshot
| Field | Details |
| Exam Code | MB-280 |
| Exam Name | Microsoft Dynamics 365 for Customer Service |
| Vendor | Microsoft |
| Version / Year | Latest (2024–2026) |
| Average Salary | USD 95,000–120,000 annually |
| Cost | USD 165 |
| Exam Format | Multiple-choice, case studies, scenario-based questions |
| Duration (minutes) | 120 minutes |
| Delivery Method | Online proctored or Pearson VUE testing centers |
| Languages | English, Japanese, German, Spanish, French |
| Scoring Method | Pass/fail |
| Passing Score | 700/1000 |
| Prerequisites | Recommended experience with Dynamics 365 Customer Service and basic Dynamics 365 knowledge |
| Retake Policy | Retake allowed after 24 hours |
| Target Audience | Customer Service Managers, Dynamics 365 Administrators, Consultants |
| Certification Validity | 2 years |
| Release Date | 2024 |
Prerequisites before taking the MB-280 exam
Before attempting MB-280, you should:
- Have hands-on experience with Microsoft Dynamics 365 Customer Service apps.
- Understand case management, service-level agreements (SLAs), and entitlements.
- Be familiar with knowledge base management and automated processes.
- Know how to configure queues, routing rules, and customer service dashboards.
Main objectives and domains you will study for MB-280
The MB-280 exam focuses on implementing and managing Dynamics 365 Customer Service applications. Main domains include:
- Configure and manage core service features
- Manage cases, entitlements, and service-level agreements
- Implement knowledge management strategies
- Configure and optimize channels, including omnichannel for Customer Service
- Analyze customer service metrics and optimize service operations
Topics to cover in each MB-280 exam domain
- Configure and Manage Core Service Features (20%)
- Set up service management hierarchy and business units
- Manage users, teams, queues, and security roles
- Configure service scheduling and business rules
- Manage Cases, Entitlements, and SLAs (25%)
- Create and manage cases, activities, and entitlements
- Implement service-level agreements and escalation rules
- Automate case routing and resolution processes
- Implement Knowledge Management (20%)
- Create and maintain knowledge articles
- Apply content approval and feedback workflows
- Optimize knowledge search and article suggestions
- Configure and Optimize Channels (20%)
- Implement omnichannel engagement (chat, email, social media)
- Configure customer service dashboards and routing rules
- Apply AI-driven insights and productivity tools
- Analyze Metrics and Optimize Service Operations (15%)
- Monitor performance metrics and KPIs
- Generate and interpret reports and dashboards
- Identify opportunities to improve service efficiency
Changes in the latest version of MB-280
- Updated focus on omnichannel engagement and AI-driven insights.
- Enhanced coverage of automation for case routing and knowledge management.
- Scenario-based questions aligned with real-world customer service scenarios.
- Improved emphasis on analyzing metrics and optimizing service performance.
Register and schedule your MB-280 exam
To register for MB-280:
- Sign in to your Microsoft Certification account.
- Select MB-280 from the list of available exams.
- Choose your testing method: online proctored or test center.
- Pay the USD 165 exam fee.
- Schedule your exam and review system requirements before your test date.
MB-280 exam cost, and can you get any discounts?
- Exam Fee: USD 165
- Retake Fee: Full exam fee applies per attempt
- Discounts:
- Microsoft Learn student and educator discounts
- Corporate training bundles
- Promotional vouchers offered periodically
Exam policies you should know before taking MB-280
- Valid government-issued ID required for verification
- Retake allowed after 24 hours if you do not pass
- Follow all rules for remote proctored exams
- Certification valid for 2 years and may require continuing education to maintain
What can you expect on your MB-280 exam day?
- 120 multiple-choice, scenario-based, and case study questions
- Questions assess practical knowledge of Dynamics 365 Customer Service administration
- Real-world scenarios covering SLAs, entitlements, cases, and omnichannel workflows
- Results typically available immediately after exam completion
Plan your MB-280 study schedule effectively with 8 Study Tips
Tip 1: Review the official MB-280 Exam Outline thoroughly.
Tip 2: Allocate 6–8 weeks of structured study time.
Tip 3: Focus on case management, SLAs, entitlements, and knowledge management.
Tip 4: Use Cert Empire’s MB-280 PDF questions to practice exam-style scenarios.
Tip 5: Create flashcards for core features and workflows in Dynamics 365.
Tip 6: Join Dynamics 365 forums and study groups for peer support.
Tip 7: Apply hands-on practice in a Dynamics 365 sandbox environment.
Tip 8: Take timed mock exams to simulate the real test conditions.
Best study resources you can use to prepare for MB-280
- Official Microsoft Dynamics 365 Customer Service Study Guide
- Cert Empire MB-280 Exam Questions PDF
- Microsoft Learn Dynamics 365 Customer Service documentation
- Online courses from LinkedIn Learning or Pluralsight
- Practical guides and tutorials on case management and omnichannel setup
Career opportunities you can explore after earning MB-280
- Dynamics 365 Customer Service Consultant
- Customer Service Manager
- Dynamics 365 Administrator
- CRM Solutions Specialist
- Customer Experience Analyst
Certifications to go for after completing MB-280
- Microsoft MB-220: Dynamics 365 Marketing
- Microsoft MB-210: Dynamics 365 Sales
- Microsoft PL-200: Power Platform Functional Consultant
- Microsoft AZ-400: DevOps Engineer Expert
How does MB-280 compare to other beginner-level Microsoft certifications?
- MB-280 is specialized in Dynamics 365 Customer Service, while MB-200 covers general Dynamics 365 core functionalities.
- MB-280 focuses on hands-on administration and customer service processes.
- It is more advanced than foundational certifications like MB-900 but less complex than expert-level Dynamics 365 certifications.
Ready to become a certified Dynamics 365 Customer Service professional?
Prepare confidently with authentic, up-to-date MB-280 exam questions PDF from Cert Empire, your trusted source for first-attempt success!
Why Practice Exam Questions Are Essential for Passing Microsoft MB-280 Exam in 2026
Passing the MB-280 certification isn’t about memorizing terms or rot learning, it’s about developing the aptitude required of a Microsoft Dynamics 365 Customer Insights (Data) Functional Consultant. Loaded with detailed explanations and extensive references, Cert Empire’s MB-280 Exam Questions are designed to help you think like an actual Dynamics 365 data consultant. You can discover more on Cert Empire whenever you want to look at related areas. These practice questions mirror the Microsoft exam pattern, guiding you through what’s required to pass the exam on your first attempt.
Prepare Smarter with Exam Familiar Quiz
The MB-280 exam is challenging and broad, but consistent practice transforms that difficulty into strength. By regularly solving real exam-style questions, you’ll improve your pacing, reduce anxiety, and recognize recurring question logic. Over time, the format will feel second nature, allowing you to focus on accuracy instead of uncertainty on exam day.
Master Every Domain with Real Exam Logic
The MB-280 practice questions cover all official domains in the correct proportion. This means you’re not just preparing one domain, but all of them, making your exam preparation comprehensive.
What’s Included in Our MB-280 Exam Prep Material
It’s not just a question blob that we offer, but a whole experience that transforms your exam preparation. Here is exactly what you get:
PDF Exam Questions
- Instant Access: Start preparing right after purchase with immediate delivery.
- Study Anywhere: Access the soft form questions from your phone, laptop, or tablet.
- Printable Format: Ideal for offline review and personal note-taking, and especially if you prefer to study from hard-form documents.
Interactive Practice Simulator
- Question Simulation: Our online MB-280 exam practice simulator is designed to help you interactively review and prepare for the exam with tailored features such as show/hide answers, see correct answers etc.
- Flashcard-like Practice: Save your toughest questions and revisit them until you’ve mastered each domain.
- Progress Tracking: The progress tracking feature of our quiz simulator lets you resume your study journey right from where you left.
You can check all Microsoft certifications to compare this exam with others in the same track.
3 Months of Unlimited Access
Enjoy full, unrestricted access for three months, long enough to practice, revise, and retake simulations until you are satisfied with your results.
Regular Updates
Microsoft Dynamics 365 Customer Insights continues to evolve rapidly, so being current is the cornerstone of MB-280 exam prep. Being mindful of that, CertEmpire’s certified exam coaches keep the content of the practice questions up to date with the latest exam requirements so that you always have the latest exam questions and resources available to you.
Free Practice Tests
To make the decision easy for you, we offer free practice tests for the MB-280 exam. Look at the right side-bar and you will find the free practice test button that will take you to a sample free MB-280 practice test. Go through the free MB-280 exam questions section and discover the richness of our practice questions.
Free Exam Guides
Cert Empire offers free exam preparation guides for MB-280. You can find a trove of MB-280 related exam prep resources at our website in our blog section. From tailored study plans for success in MB-280 to exam day guidelines, we have covered it all. Cherry on the top, you do not have to be our customer to access this material, and it is free for all.
Important Note
Our MB-280 Exam Questions are updated regularly to match the latest Microsoft exam version.
The Cert Empire content team, led by certified MB-280 professionals, has taken the newest release and added updated concepts, frameworks, and Customer Insights data modeling techniques to ensure relevance.
✔ Each question includes detailed reasoning for both correct and incorrect options, helping you understand the full context behind every answer.
✔ Every solution links to official Microsoft references, allowing you to expand your knowledge through verified documentation.
✔ Mobile-Compatible – Both the PDF and simulator versions are easy to use across smartphones, tablets, laptops, and even in printed form.
The MB-280 remains one of the most valuable certifications for Microsoft Dynamics 365 professionals, proving mastery of data management, analytics, and customer intelligence.
Gulshan Haripriya (verified owner) –
Cert Empire’s MB-280 study material was short and accurate. I liked how it explained analytics and AI concepts in simple terms.
Ujjwal Mehra (verified owner) –
Microsoft Dynamics exam tested functional knowledge. Practice questions helped me understand the exam pattern and focus on key modules effectively.
Holly Lane (verified owner) –
MB-280 had active bookmarks for quick section jumps. Cert Empire really thought about convenience , switching between chapters was effortless, especially when revising targeted sections.