Microsoft Dynamics MB-230 Exam Questions 2025
Our MB-230 Exam Questions provide authentic, up-to-date content for the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification. Each question is reviewed by certified Microsoft professionals and includes verified answers with clear explanations to enhance your understanding of customer service processes, case management, and Dynamics 365 functionalities. With access to our exam simulator, you can practice under real exam conditions and confidently prepare to pass on your first attempt.
All the questions are reviewed by Jasmin Walia who is a MB-230 certified professional working with Cert Empire.
About MB-230 Exam
About the Exam: Microsoft Dynamics 365 MB-230
The Microsoft Dynamics 365 MB-230 exam, officially known as Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate, validates your skills in configuring, implementing, and managing Dynamics 365 Customer Service solutions.
This certification demonstrates your ability to improve customer satisfaction and streamline service operations using Dynamics 365 tools such as cases, queues, entitlements, knowledge management, and omnichannel solutions.
Exam Snapshot
|
Exam Detail |
Description |
|
Exam Code |
MB-230 |
|
Exam Name |
Microsoft Dynamics 365 Customer Service Functional Consultant |
|
Vendor |
Microsoft |
|
Version / Year |
Latest version (2025) |
|
Average Salary |
USD $85,000 – $110,000 annually |
|
Cost |
$165 USD (varies by region) |
|
Exam Format |
Multiple Choice, Case Studies, Drag and Drop |
|
Duration (minutes) |
120 minutes |
|
Delivery Method |
Online or Test Center (Pearson VUE) |
|
Languages |
English, Japanese, Korean, Simplified Chinese |
|
Scoring Method |
Scaled score between 1–1000 |
|
Passing Score |
700 |
|
Prerequisites |
MB-910 (Dynamics 365 Fundamentals) recommended |
|
Retake Policy |
24-hour wait after first attempt; 14 days for further attempts |
|
Target Audience |
Customer Service Consultants, Business Analysts, CRM Specialists |
|
Certification Validity |
1 year (renewable online for free) |
|
Release Date |
2020 (latest update 2025) |
What is the Microsoft MB-230 Exam, and What Will You Learn From It?
The MB-230 exam focuses on implementing and managing customer service solutions within Dynamics 365. You’ll learn to handle customer issues efficiently, manage service queues, automate case management, and configure service-level agreements (SLAs).
This certification proves you can:
- Configure and manage customer service apps and entities.
- Use queues, cases, and knowledge bases to improve service delivery.
- Implement Omnichannel for Customer Service.
- Analyze customer data using Power BI and Customer Insights.
Prerequisites Before Taking the MB-230 Exam
Before you take the MB-230 exam, you should:
- Have a basic understanding of CRM systems and Dynamics 365 apps.
- Be familiar with Power Platform components (Power Apps, Power Automate).
- Know how to work with case management, knowledge base articles, and queues.
- Complete MB-910 (Dynamics 365 Fundamentals) if you’re a beginner.
Main Objectives and Domains You Will Study for MB-230
The MB-230 exam evaluates your ability to implement and manage the customer service capabilities of Dynamics 365.
1. Configure the Customer Service Application (20–25%)
- Set up queues, case routing, and service-level agreements (SLAs).
- Configure service scheduling and automatic record creation rules.
- Customize views, forms, and dashboards for customer service users.
2. Manage Cases and Knowledge Management (25–30%)
- Create and manage cases throughout their lifecycle.
- Implement and publish knowledge base articles.
- Use case templates and automatic case creation for efficiency.
3. Implement Omnichannel for Customer Service (20–25%)
- Configure channels such as chat, voice, and social media.
- Set up workstreams, routing rules, and agent experiences.
- Manage real-time customer engagement through Omnichannel tools.
4. Manage Analytics and Insights (10–15%)
- Analyze service metrics using Power BI.
- Use Customer Insights to improve satisfaction and retention.
- Monitor performance through built-in dashboards and reports.
5. Integrate and Automate Processes (10–15%)
- Use Power Automate to automate workflows.
- Integrate Customer Service with other Dynamics 365 modules.
- Implement AI Builder for predictive customer engagement.
Changes in the Latest Version of MB-230
Recent MB-230 updates (2025) include:
- New Copilot and AI features for agent assistance.
- Updated Omnichannel configurations for chat and voice integration.
- Inclusion of Customer Insights Journeys for advanced analytics.
- Enhanced coverage of Power Automate and workflow automation.
Register and Schedule Your MB-230 Exam
You can register for MB-230 through:
- Microsoft Certification Dashboard
- Pearson VUE for online or in-person proctoring.
Choose your exam location, language, and schedule that fits your plan.
MB-230 Exam Cost and Discounts
- Base cost: $165 USD
- Student discount: Up to 50% with valid student verification
- Corporate discount: Available for Microsoft Partner organizations
- Cert Empire bundles: Include MB-230 question banks and study materials at special price from Cert Empire.
Exam Policies You Should Know Before Taking MB-230
- You must present a valid government-issued ID.
- Exams are proctored online or at authorized centers.
- Retake allowed after 24 hours (first attempt).
- Certification renewal is available annually through Microsoft Learn.
What to Expect on Your MB-230 Exam Day
- Question Count: 40–60 questions
- Question Format: Multiple-choice, drag-and-drop, and case studies
- Difficulty Level: Intermediate
You’ll encounter real-world service management scenarios and customer engagement cases.
Plan Your MB-230 Study Schedule Effectively With 5 Study Tips
- Review Microsoft Learn MB-230 Learning Path.
- Focus on case management and SLA configuration.
- Practice using Omnichannel for Customer Service.
- Take mock exams and question sets.
- Revise Power Automate and Power Platform basics.
Best Study Resources You Can Use to Prepare for MB-230
- Microsoft Learn – MB-230 Learning Path.
- Cert Empire MB-230 Practice Questions.
- Official Exam Ref MB-230 (Microsoft Press).
- Dynamics 365 documentation and sandbox practice.
- Pluralsight or LinkedIn Learning MB-230 courses.
Career Opportunities You Can Explore After Earning MB-230
After earning MB-230, you can apply for roles such as:
- Customer Service Functional Consultant
- CRM Business Analyst
- Dynamics 365 Implementation Specialist
- Technical Support Manager
Average Salary Range: $85,000 – $110,000 per year.
This certification enhances your credibility as a Dynamics 365 Customer Service expert.
Certifications to Go For After Completing MB-230
After MB-230, consider advancing to:
- PL-200: Power Platform Functional Consultant
- MB-260: Customer Insights Data Analyst Associate
- MB-910: Dynamics 365 Fundamentals (if not already done)
- PL-400: Power Platform Developer Associate
How Does MB-230 Compare to Other Microsoft Dynamics Certifications?
|
Certification |
Focus Area |
Best For |
|
MB-210 |
Dynamics 365 Sales |
Sales Consultants and CRM professionals |
|
MB-220 |
Dynamics 365 Marketing |
Marketing and Campaign Managers |
|
MB-230 |
Dynamics 365 Customer Service |
Service Consultants and Analysts |
|
MB-240 |
Dynamics 365 Field Service |
Field and Operations Managers |
About MB-230 Exam Questions
Why Practice Exam Questions Are Essential for Passing Microsoft MB-230 Exam in 2025
Passing the MB-230 certification isn’t about memorizing terms or rot learning, it’s about developing the aptitude required of a Microsoft Dynamics 365 Customer Service Functional Consultant. Loaded with detailed explanations and extensive references, Cert Empire’s MB-230 Exam Questions are designed to help you think like an actual Dynamics 365 professional. 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-230 exam is practical and scenario-driven, but consistent practice transforms that challenge into mastery. By regularly solving real exam-style questions, you’ll improve your analytical reasoning, reduce stress, and become familiar with how Microsoft frames functional service scenarios. Over time, the exam’s structure will feel intuitive, helping you focus on accuracy and timing.
Master Every Domain with Real Exam Logic
The MB-230 practice questions cover all official domains in the correct proportion. This ensures balanced preparation across areas such as case management, knowledge management, omnichannel setup, and AI-driven service operations, making your exam readiness truly comprehensive.
What’s Included in Our MB-230 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-230 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.
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
Customer service technologies evolve constantly, and Microsoft frequently updates Dynamics 365 features. CertEmpire’s certified consultants review and refresh the MB-230 content regularly to ensure every question aligns with the latest service hub capabilities and best practices.
Free Practice Tests
To make the decision easy for you, we offer free practice tests for the MB-230 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-230 practice test. Go through the free MB-230 exam questions section and discover the richness of our practice questions. For a more effective approach, study smarter with practice exams that help you identify weak areas and focus on key topics.
Free Exam Guides
Cert Empire offers free exam preparation guides for MB-230. You can find a variety of MB-230 related exam prep resources at our website in our blog section. From step-by-step study plans to exam-day checklists, we’ve covered everything you need to prepare effectively, all free for everyone.
Important Note
Our MB-230 Exam Questions are updated regularly to match the latest Microsoft exam version.
The Cert Empire content team, led by certified MB-230 professionals, has taken the newest release and added updated concepts, frameworks, and Dynamics 365 Customer Service features 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-230 remains one of the most essential certifications for professionals seeking to validate their expertise in customer service management and Dynamics 365 solutions. To explore more career options, view certification opportunities that align with your expertise and professional goals.
Is this Exam Dump for Microsoft MB-230?
No, CertEmpire offers exam questions for practice purposes only. We do not endorse using Microsoft Exam Dumps. Our product includes expert crafted and verified practice exam questions and quizzes that emulates the real exam. This is why you may find many of the similar questions in your exam, which can help you succeed easily. Nonetheless, unlike exam dumps websites, we do not give any sort of guarantees on how many questions will appear in your exam. Our mission is to help students prepare better for exams, not endorse cheating.
FAQS
Frequently Asked Questions (FAQs)
What is the Microsoft MB-230 exam?
The Microsoft MB-230 Dynamics 365 Customer Service Functional Consultant exam validates your ability to configure and manage Dynamics 365 Customer Service applications. It focuses on case management, service-level agreements (SLAs), omnichannel engagement, and analytics. This certification demonstrates your skills in optimizing customer experiences through Dynamics 365.
Ready to take the first step? Start your Microsoft certification journey with our expertly crafted practice questions and resources.
Who should take the Microsoft MB-230 exam?
The MB-230 exam is ideal for functional consultants, customer service managers, and Dynamics 365 administrators. It’s perfect for professionals who work with Microsoft’s customer service solutions to improve case resolution, automate workflows, and integrate AI-driven customer insights.
How difficult is the Microsoft MB-230 exam?
The MB-230 exam is moderately difficult, as it tests practical knowledge and problem-solving skills through business scenarios. It requires familiarity with Dynamics 365 modules, Power Platform integration, and service management configurations. Practicing with Cert Empire’s updated exam prep material helps you gain real exam insight and confidence.
What topics are covered in the Microsoft MB-230 exam?
The exam covers case management, queues and routing, knowledge management, omnichannel setup, analytics, and AI capabilities. Each section aligns with Microsoft’s official blueprint, ensuring your preparation targets every tested topic for complete readiness.
How do Cert Empire’s Microsoft MB-230 questions help in preparation?
Cert Empire’s MB-230 Exam Questions simulate Microsoft’s real exam format. Every question includes detailed reasoning and references to help you understand both correct and incorrect choices. This approach ensures not just memorization but a deeper grasp of functional and technical service concepts.
Are these Microsoft MB-230 questions real exam dumps?
No. Cert Empire provides authentic and verified preparation material, not unauthorized dumps. Our Microsoft MB-230 Exam Questions ethically replicate the exam environment and are crafted by certified Dynamics professionals to ensure skill-based learning.
How often is the Microsoft MB-230 content updated?
The MB-230 content is regularly updated by our team of Microsoft-certified experts. We align all material with Microsoft’s latest updates to Dynamics 365 and Power Platform to guarantee accuracy and relevance in every question.
Can I access the Microsoft MB-230 PDF on mobile devices?
Yes. All Cert Empire PDFs and simulators are mobile-optimized, enabling smooth access on any device. You can study anywhere, whether you’re at work, commuting, or revising on your phone, with complete flexibility and convenience.
How long will I have access to the Microsoft MB-230 study material?
You’ll receive three months of unlimited access to the MB-230 simulator and PDF. This gives you enough time to practice thoroughly, retake simulations, and perfect your Dynamics 365 configuration and customization knowledge before the real exam.
Does Cert Empire offer a free Microsoft MB-230 practice test?
Yes. A free Microsoft MB-230 practice test is available on the product page’s right sidebar. It includes sample questions that reflect the actual exam’s style and complexity, letting you experience Cert Empire’s quality and structure before purchasing the full version.
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What Users Are Saying:
“The practice questions were spot on. Felt like I had already seen half the exam. Passed on my first try!”
Calvin Madden (verified owner) –
MB-230 is a tough exam, but due to study material, it’s now easy to pass it. But from what site? Well, I recommend Cert Empire. I bought from them and I’m 100% satisfied. Thanks.
Connor West (verified owner) –
The MB-230 exam wasn’t too tough once I used the study guide. It helped me focus on the key areas, and the practice questions gave me confidence going into the exam.
Suraj Thakur (verified owner) –
The study material was simple and practical. The questions were close to the real pattern, so I wasn’t surprised during the test. Everything felt organized from start to finish.
Chaitanya Pathak (verified owner) –
The MB-230 content had some really neat diagrams that broke down complex customer processes. They made studying a lot less confusing and more interactive. Definitely a plus for visual learners like me—structured graphics just stick better than long blocks of text.