Almanac

Dynamics 365 Customer Service Functional Consultant Associate

MB-230intermediate2 uncoveredDynamics 365 Customer ServiceDynamics 365 Contact Center
151–55%Manage cases in Customer Service — 51–55% · 10 covered, 13 doc only, 1 uncovered225–30%Configure representative experience and routing — 25–30% · 4 covered, 10 doc only, 0 uncovered315–20%Extend Customer Service — 15–20% · 1 covered, 3 doc only, 8 uncovered
module + docdoc onlynothingcircle size = share of the exam
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Where the marks are

Skills measured as of 11 March 2026 · re-read nightly
Manage cases in Customer Service24 objectives · 8h 53m
Configure representative experience and routing14 objectives · 2h 49m
Extend Customer Service12 objectives · 5h 8m

Beyond Microsoft Learn — the whole certification

Free practice assessment for MB-230Free from MicrosoftPractice

Microsoft's own practice questions, written to the same objective list as the stages above. Unlimited attempts, and it tells you which domain you dropped marks in — the fastest way to find out which stage on this page you should actually be reading.

Microsoft · Free, needs a Microsoft Learn account

Microsoft's official classroom course for this exam, delivered by training partners. Worth it if your employer is paying and you want the labs and someone to ask; the content is the same material the modules above cover.

Microsoft (delivered by partners) · Priced by the delivery partner, not Microsoft
Stage 1

Manage cases in Customer Service

51–55% · 8h 53m

Define and configure foundational Customer Service components

Implement and monitor record creation and update rules
Weak matchNo module
Configure and modify the case resolution experience
Doc only
Configure and manage security roles
Weak matchCovered
Configure the timeline control, including records, card forms, and highlights
Doc only

Create and administer knowledge management

Configure AI suggestions and Copilot-led knowledge article creation
PinnedDoc only

Manage collaboration

Configure Join a Teams call for specific users
Weak matchDoc only
Configure suggested contacts in Microsoft Teams, including by using AI and rules-based suggestions
Doc only
Configure Teams collaboration experience
Doc only

Manage agents and Copilot in Service features

Configure Ask a Question, including filtering content
Doc only
Configure case, timeline, and conversation summaries
Doc only
Configure the Case Management Agent
Covered
Integrate agents with Customer Service, including plug-ins and knowledge sources
Weak matchCovered

Create and manage SLAs for cases

Configure SLA settings
Doc only
Implement actions by using Power Automate
Covered
Apply SLAs
Doc only
Create and manage SLA items including key performance indicators (KPIs), warning actions, success actions, and applicability
PinnedDoc only
Configure a timer control on a form
Weak matchDoc only
Create SLA KPIs
Doc only
Stage 2

Configure representative experience and routing

25–30% · 2h 49m

Configure routing

Configure workstreams
Doc only
Manage capacity profiles
Doc only
Configure work classification and assignments, including rules
Doc only
Configure basic routing rulesets
Doc only
Configure queues
Doc only

Configure productivity tools

Configure scripts, including slugs
Doc only
Create macros
Doc only

Configure the Copilot Service workspace

Configure session templates
Doc only
Configure the Inbox, including creating custom views
Weak matchDoc only
Configure application tab templates
Doc only
Stage 3

Extend Customer Service

15–20% · 5h 8m

Configure the data model and UI components

Create and configure forms
Weak matchNo module
Create and configure views
Weak matchNo module
Configure model-driven app components
Weak matchNo module
Create and configure columns
No module
Configure alerts and in-app notifications
Doc only
Create or modify a table
Weak matchNo module
Create and manage email templates
Doc only

Capture customer feedback by using Customer Voice

Trigger distribution of a survey
Weak matchDoc only
Personalize a survey
No module
Populate survey results against cases and conversations
No module