Microsoft MB-230: Dynamics 365 Customer Service certification validates your ability to configure and implement Dynamics 365 Customer Service solutions. This guide helps you understand case management, service automation, knowledge management, and MB-230 exam preparation for 2026.
MB-230 is a functional consultant certification focused on implementing Dynamics 365 Customer Service to improve customer engagement, automate service processes, and enhance support experiences.
MB-230 focuses on configuring Dynamics 365 Customer Service apps, Omnichannel engagement, knowledge base, and service automation tools.
Question 1: Which feature is used to automatically assign cases to agents?
Explanation: Queues and routing rules automatically distribute cases to appropriate agents.
Question 2: What is used to store support solutions for customer issues?
Explanation: Knowledge articles provide reusable solutions for customer service agents and self-service portals.
Question 3: Which component enables live chat with customers?
Explanation: Omnichannel enables real-time chat and digital messaging across multiple channels.
Question 4: What defines response and resolution time targets?
Explanation: SLA policies ensure service commitments are tracked and met.
Question 5: Which tool is used for service performance reporting?
Explanation: Customer Service Analytics provides dashboards and insights into support performance.
Is MB-230 difficult?
It is moderate and practical-focused.
Is MB-230 worth it in 2026?
Yes. It is the leading certification for Dynamics 365 Customer Service consultants.
Do I need prior experience?
Basic familiarity with Dynamics 365 is recommended.
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Microsoft mb-230 exam measures your ability to accomplish the following technical tasks: manage cases and Knowledge Management; manage entitlements and SLAs; implement scheduling; implement multi-session experiences for Customer Service; manage analytics, visualizations, and insights; implement Microsoft Power Platform; implement Connected Customer Service; and implement routing.
The learning objectives of the Microsoft mb-230 Certification Exam include managing core sales entities, handling sales processes, implementing sales analytics, configuring Dynamics 365 Sales, and enhancing customer engagement. These objectives ensure you can effectively use Dynamics 365 to optimize and streamline sales operations.
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Learning Microsoft mb-230 helps you manage sales processes with Dynamics 365, improves customer engagement, and boosts your job prospects in roles like sales consultant or analyst. It also enhances sales efficiency and performance in your organization.
The target audience for the Microsoft mb-230 exam includes sales professionals, business analysts, and consultants who use Dynamics 365 to manage and optimize sales processes.
The Microsoft mb-230 Certification Exam measures skills in managing sales entities, implementing sales processes, analyzing sales performance with reports and dashboards, configuring Dynamics 365 Sales, and enhancing customer engagement. These skills ensure effective use of Dynamics 365 to optimize sales operations.
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The Microsoft mb-230 Certification Exam typically consists of multiple-choice questions, case studies, and practical scenarios that assess your knowledge and skills in managing sales processes using Dynamics 365 Sales. The exam is usually timed, lasting around 120 minutes, and requires a passing score to earn the Microsoft Certified: Dynamics 365 Sales Functional Consultant Associate certification.
The Microsoft mb-230 Certification Exam does not have an expiration date. However, Microsoft recommends renewing your certification every two years to stay current with updates and changes in Dynamics 365 and best practices.
There are no formal prerequisites for the Microsoft mb-230 Certification Exam. However, it is recommended that candidates have a basic understanding of sales processes and experience with Microsoft Dynamics 365, particularly the Sales application.
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