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Question 1

Score: 0/0

A Customer Service consultant must automatically create a case when a customer sends an email to support@contoso.com. Which Dynamics 365 Customer Service feature should be configured?

Record creation and update rules

Power Automate cloud flow only

Business rule on Case

Workflow on Email

to track

2026 Statistics

Key Facts: MB-230 Exam

40-60

Exam Questions

Microsoft

700/1000

Passing Score

Microsoft (scaled)

100 min

Exam Duration

Microsoft

$165

Exam Fee

Microsoft

51-55%

Manage Cases

Largest domain

1 year

Validity

Free renewal on Microsoft Learn

MB-230 has 40-60 questions in 100 minutes with a 700/1000 passing score. Key domains: Manage cases in Customer Service (51-55%), Configure representative experience and routing (25-30%), and Extend Customer Service (15-20%). The exam fee is $165 USD. Skills measured were last updated March 11, 2026 to add Copilot, Case Management Agent, and skills-based routing topics. The credential is valid 1 year and renewed via free Microsoft Learn assessment.

Sample MB-230 Practice Questions

Try these sample questions to test your MB-230 exam readiness. Each question includes a detailed explanation. Start the interactive quiz above for the full 100+ question experience with AI tutoring.

1A Customer Service consultant must automatically create a case when a customer sends an email to support@contoso.com. Which Dynamics 365 Customer Service feature should be configured?

A.Record creation and update rules

B.Power Automate cloud flow only

C.Business rule on Case

D.Workflow on Email

Explanation: Record creation and update rules are the OOB Customer Service feature for converting incoming activities (email, social, IoT alerts) into cases or other records based on conditions. Power Automate is generic, business rules apply field logic, and email workflows lack the routing source configuration.

2Which Dynamics 365 Customer Service capability lets agents see suggested knowledge articles surfaced by AI based on the case description?

A.AI suggestions for similar cases and knowledge articles (Copilot in Customer Service)

B.Manual search only

C.Power BI report

D.Customer Voice survey

Explanation: Copilot in Customer Service surfaces AI-suggested knowledge articles and similar cases inline on the case form to accelerate resolution. Manual search lacks AI, Power BI provides analytics, and Customer Voice handles surveys.

3Which security role grants full configuration permissions for the Customer Service Hub including SLAs, queues, and routing rules?

A.Customer Service Manager

B.Customer Service Representative

C.System Customizer

D.Knowledge Manager

Explanation: The Customer Service Manager role grants administrative privileges for configuring SLAs, queues, routing, and team management within Customer Service. Customer Service Rep is for agents, System Customizer is broader Power Platform configuration, and Knowledge Manager focuses on articles only.

4What does the timeline control on the Case form display by default?

A.Activities, notes, posts, and emails associated with the case

B.Just emails

C.Knowledge articles only

D.Power BI tiles

Explanation: The timeline control aggregates activities (phone calls, tasks, appointments), notes, posts, and emails related to the parent record in chronological order. It does not just show emails, knowledge articles, or Power BI tiles by default.

5Which configuration lets administrators add highlight cards (e.g., a callout summarizing case priority) to the timeline on the Case form?

A.Highlights setting in timeline component properties

B.Custom HTML control

C.Power BI tile

D.Form web resource

Explanation: Timeline highlights are configured in the timeline component properties on the form designer to surface key fields (such as priority and SLA status) at the top of the timeline. Custom HTML, Power BI tiles, and form web resources are not the OOB mechanism.

6Which case resolution experience setting allows agents to resolve a case while child cases remain active?

A.Allow parent case closure with active child cases option

B.Default cascade close

C.Force resolve all

D.Block resolution

Explanation: Customer Service settings allow administrators to permit a parent case to close while child cases remain open by toggling the parent close behavior. Default cascade close, Force resolve all, and Block resolution are not OOB choices.

7Which feature stores customer-facing reusable content with versioning and approval workflows?

A.Knowledge management articles

B.Sales literature

C.OneNote pages

D.Posts on the timeline

Explanation: Knowledge management articles support versioning, drafts, review, and approval workflows specific to customer service content. Sales literature is for sales collateral, OneNote is informal notes, and posts on the timeline are not versioned articles.

8Which feature lets a knowledge manager publish a translated version of an existing article in a new language?

A.Translate Article (creates a translation related to the source article)

B.Save As

C.Duplicate Detect

D.Power Automate flow

Explanation: Knowledge management supports translated articles with a parent-child relationship to the source article so updates can be tracked across languages. Save As does not preserve the relationship, duplicate detection prevents copies, and Power Automate is general automation.

9Which knowledge integration lets agents search content stored in an external knowledge base (e.g., a third-party CMS) directly from the Case form?

A.External knowledge source integration via federated search providers

B.Power BI dataset

C.Customer Voice

D.SharePoint search only

Explanation: External knowledge source integration uses federated search to surface results from external KBs (e.g., third-party CMS, Microsoft Search) inside the Customer Service Hub. Power BI, Customer Voice, and basic SharePoint search are not the federated search mechanism.

10Which Microsoft Teams collaboration feature lets agents start a Teams chat about a specific case and link the chat to the case record?

A.Microsoft Teams chat with linked Dataverse record (collaboration tab)

B.Teams Webhooks

C.Teams meeting only

D.Teams channel email

Explanation: Teams chat with embedded Dataverse linkage lets agents start a chat tied to the case via the collaboration tab so that conversations are persisted with the record. Webhooks, meetings, and channel emails do not provide this linkage.

About the MB-230 Exam

The Microsoft Dynamics 365 Customer Service Functional Consultant Associate (MB-230) exam validates the skills required to implement and configure Dynamics 365 Customer Service. It covers case management, knowledge management, SLAs and entitlements, unified routing, multi-session workspace, Copilot in Service, Microsoft Teams collaboration, Customer Voice surveys, and extending the Customer Service data model.

Questions

50 scored questions

Time Limit

100 minutes

Passing Score

700/1000 (scaled)

Exam Fee

$165 (Microsoft / Pearson VUE)

MB-230 Exam Content Outline

51-55%

Manage cases in Customer Service

Configure foundational components (record creation rules, case resolution, security roles, timeline), administer knowledge management (internal/external sources, translated articles, AI suggestions, Copilot-led article creation), manage Microsoft Teams collaboration, configure agents and Copilot in Service (Ask a Question, case/conversation summaries, Draft a Response, Case Management Agent), and create/manage SLAs (KPIs, warning/success actions, timer control)

25-30%

Configure representative experience and routing

Configure unified routing (workstreams, capacity profiles, work classification, basic and skills-based routing, queues, record routing), configure productivity tools (scripts, slugs, macros), and configure the Copilot Service workspace (session templates, experience profiles, Inbox custom views, application tab templates)

15-20%

Extend Customer Service

Configure the data model and UI components (forms, views, model-driven app components, columns, alerts/in-app notifications, tables, relationships, Dataverse search, email templates) and capture customer feedback by using Customer Voice (triggered distribution, personalization, response handling against cases and conversations)

How to Pass the MB-230 Exam

What You Need to Know

Passing score: 700/1000 (scaled)
Exam length: 50 questions
Time limit: 100 minutes
Exam fee: $165

Keys to Passing

Complete 500+ practice questions
Score 80%+ consistently before scheduling
Focus on highest-weighted sections
Use our AI tutor for tough concepts

MB-230 Study Tips from Top Performers

1Spin up a free Microsoft 365 developer tenant and Dynamics 365 trial to practice configuration hands-on

2Master unified routing: workstreams, capacity profiles, work classification, skills-based routing with skill finder

3Know SLAs deeply — KPI items, warning vs success actions, applicability, the timer control on a form

4Practice configuring the Copilot Service workspace: session templates, experience profiles, Inbox views, application tab templates

5Understand all Copilot in Service features: Ask a Question, summaries (case/timeline/conversation), Draft a Response, Case Management Agent

6Configure record creation and update rules end-to-end including auto-acknowledgement and column mappings

7Compare Customer Voice survey distribution methods: email, embed, and Power Automate-triggered after case resolution

Frequently Asked Questions

What is the MB-230 exam?

MB-230 is the Microsoft Dynamics 365 Customer Service Functional Consultant Associate exam. It validates skills implementing case management, knowledge management, SLAs, unified routing, the multi-session Customer Service workspace, Copilot in Service, Customer Voice surveys, and Microsoft Teams collaboration.

How many questions are on the MB-230 exam?

The MB-230 exam has 40-60 questions in 100 minutes. The passing score is 700 out of 1000 (scaled). Question formats include multiple choice, multiple response, drag-and-drop, case studies, and active screen scenarios that test configuration choices in the Customer Service Hub.

What was updated on MB-230 in 2026?

Microsoft updated the MB-230 skills measured on March 11, 2026 to expand coverage of Copilot in Service (Ask a Question, Draft a Response, Case Management Agent, Copilot-led knowledge article creation), Microsoft Teams collaboration, skills-based routing with skill finder models, and the Inbox in the Copilot Service workspace. Routing and workspace topics now reflect unified routing rather than the legacy rule sets.

What is the largest domain on the MB-230 exam?

Manage cases in Customer Service is by far the largest domain at 51-55%. It covers record creation rules, the case resolution experience, knowledge management with translated and external sources, Microsoft Teams collaboration, Copilot in Service capabilities, the Case Management Agent, and SLAs with KPIs and warning/success actions.

How should I prepare for the MB-230 exam?

Plan for 40-60 hours of study over 4-8 weeks. Use the free Microsoft Learn paths for Dynamics 365 Customer Service Functional Consultant. Spend hands-on time in a trial environment configuring SLAs, unified routing workstreams, the multi-session workspace, and Copilot. Complete 100+ practice questions and aim for 80%+ before scheduling.

What jobs can I get with MB-230 certification?

MB-230 demonstrates Dynamics 365 Customer Service functional consultant skills and supports roles such as: Dynamics 365 Functional Consultant, CRM Solution Architect, Customer Service Implementation Lead, Power Platform Consultant, and Microsoft Partner technical consultant. It pairs well with PL-200 (Power Platform Functional Consultant) for a broader CRM role.

What is the difference between unified routing and the legacy routing rules?

Unified routing is the modern, AI-powered routing platform supporting workstreams, capacity profiles, skills-based routing with skill finder models, and overflow handling for both record-based and digital messaging channels. Legacy basic routing rule sets are simpler if-then assignments that lack capacity and skill modeling, and Microsoft is steering customers toward unified routing for new deployments.