Microsoft MB-230 Exam Questions

Exam Name: Microsoft Dynamics 365 Customer Service Functional Consultant

Exam Code: MB-230

Related Certification(s): Microsoft Dynamics 365 Certification

Certification Provider: Microsoft

Number of MB-230 Practice Questions: 327 (updated: Mar. 14, 2026)

Microsoft Recommended Focus Areas for the MB-230 Exam:
Topic 1: Configure Customer Service Environment
This section of the MB-230 exam measures the skills required to configure the Microsoft Dynamics 365 Customer Service environment. It includes setting up service settings, configuring security roles, and managing system parameters to ensure efficient customer service operations.
Topic 2: Manage Cases and Queues
This section focuses on managing customer service cases and queues within Dynamics 365. It covers case creation, assignment, routing rules, and queue management to ensure timely and effective handling of customer issues.
Topic 3: Implement Knowledge Management
This section evaluates the ability to create, manage, and publish knowledge articles. It helps support agents resolve customer issues faster by providing structured and searchable knowledge resources within the system.
Topic 4: Configure Service Level Agreements (SLAs)
This section covers configuring SLAs and key performance indicators to monitor service performance. It includes defining response and resolution times, tracking metrics, and ensuring compliance with service standards.
Topic 5: Manage Entitlements and Agreements
This section focuses on managing customer entitlements, contracts, and service agreements. It ensures that customers receive the correct level of service based on predefined business rules and policies.
Topic 6: Implement Omnichannel for Customer Service
This section measures the ability to configure Omnichannel features in Dynamics 365. It includes managing live chat, messaging channels, and customer interactions across multiple platforms to enhance customer engagement.
Topic 7: Manage Customer Service Insights
This section covers analyzing customer service data using insights and reporting tools. It includes tracking performance metrics, identifying trends, and improving customer satisfaction through data-driven decisions.
Topic 8: Configure Power Platform Integration
This section focuses on integrating Dynamics 365 with Microsoft Power Platform tools such as Power BI, Power Automate, and Power Apps. It enables automation, reporting, and extending application functionality.
Topic 9: Manage Security and Compliance
This section evaluates the implementation of security roles, permissions, and compliance policies. It ensures that customer data is protected and access is controlled according to organizational requirements.
Free Microsoft MB-230 Exam Actual Questions
Note: Microsoft MB-230 Premium Questions were last updated on

Q1. You send surveys to customers who have opened cases within the past month.

You need to send a summary of the survey results to individuals who do not have a Dynamics 365 license.

What are two possible ways to achieve the goal? Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.

Q2. A company uses Omnichannel for Customer Service. An administrator creates a report. You must change reports to intraday insight reports without using customization. You need to determine why you are unable to switch to the intraday insight reports. What is the issue?

Q3. You need to configure the system to meet the three-day and seven-day timeframes.

What should you configure?

Q4. You need to add the French language as a new skill. Where should you add the language?

Q5. You need to configure the system to meet the three-day and seven-day timeframes.

What should you configure?