Exam Domains

1.0 Manage cases in Customer Service 53%

1.1Define and configure foundational Customer Service components
1.2Implement and monitor record creation and update rules
1.3Configure and modify the case resolution experience
1.4Configure and manage security roles
1.5Configure the timeline control, including records, card forms, and highlights
1.6Create and administer knowledge management
1.7Configure internal knowledge search capabilities
1.8Configure tables for knowledge management
1.9Manage translated knowledge articles
1.10Integrate and search external knowledge sources
1.11Configure AI suggestions and Copilot-led knowledge article creation
1.12Manage collaboration
1.13Configure Microsoft Teams chat
1.14Configure Join a Teams call for specific users
1.15Configure suggested contacts in Microsoft Teams, including by using AI and rules-based suggestions
1.16Configure Teams collaboration experience
1.17Manage agents and Copilot in Service features
1.18Configure Ask a Question, including filtering content
1.19Configure case, timeline, and conversation summaries
1.20Configure Draft a Response
1.21Configure the Case Management Agent
1.22Integrate agents with Customer Service, including plug-ins and knowledge sources
1.23Create and manage SLAs for cases
1.24Configure SLA settings
1.25Implement actions by using Power Automate
1.26Apply SLAs
1.27Create and manage SLA items including key performance indicators (KPIs), warning actions, success actions, and applicability
1.28Configure a timer control on a form
1.29Create SLA KPIs

2.0 Configure representative experience and routing 28%

2.1Configure routing
2.2Configure workstreams
2.3Configure user settings
2.4Manage capacity profiles
2.5Configure work classification and assignments, including rules
2.6Configure basic routing rulesets
2.7Configure skills-based routing and skill finder models
2.8Configure queues
2.9Configure routing for records
2.10Configure productivity tools
2.11Configure scripts, including slugs
2.12Create macros
2.13Configure the Copilot Service workspace
2.14Configure session templates
2.15Create experience profiles
2.16Configure the Inbox, including creating custom views
2.17Configure application tab templates

3.0 Extend Customer Service 18%

3.1Configure the data model and UI components
3.2Create and configure forms
3.3Create and configure views
3.4Configure model-driven app components
3.5Create and configure columns
3.6Configure alerts and in-app notifications
3.7Create or modify a table
3.8Configure relationships
3.9Configure Dataverse search
3.10Create and manage email templates
3.11Capture customer feedback by using Customer Voice
3.12Trigger distribution of a survey
3.13Personalize a survey
3.14Populate survey results against cases and conversations

Exam Details

Question TypesMultiple Choice, Multiple Response, Drag and Drop, Case Study, Build List, Hot Area, Repeated Answer Choices

FormatLinear

Online ProctoringAvailable

ID RequirementsOne valid, government-issued photo ID. Name on ID must match registration. For online: webcam required, room must be clear of people and materials.

RenewalRequired -- Microsoft certifications (Associate/Expert/Specialty) are renewed annually for free via a short renewal assessment on Microsoft Learn. Renewal assessment available 6 months before expiry. Fundamentals certifications do not expire.

Retake PolicyNo waiting period for first retake if score >= 500 on failed attempt. If score < 500: 14-day waiting period before retake. Maximum 5 attempts per exam per year (365 days). Free retake voucher sometimes included in official instructor-led training.

LanguagesEnglish, Simplified Chinese, Traditional Chinese, French, German, Japanese, Korean, Portuguese, Russian, Spanish, Arabic, Indonesian

Microsoft Dynamics 365 Customer Service Functional Consultant (MB-230) Exam Blueprint

Exam Domains

Exam Details

Official Study Resources