MB-230 Study Guide

Exam Quick Facts

Study Resources

Skills at a Glance

Who is this exam for?

This Dynamics 365 certification covers Microsoft’s business applications platform. It tests your ability to configure, customise, and manage Dynamics 365 solutions for specific business functions. This is an associate-level exam that expects hands-on experience. You should have practical knowledge of the technologies covered.

Skills Measured

Manage cases in Customer Service (51–55%)

This domain covers the skills needed to work with the topics described below. Study each objective carefully and use the linked resources to deepen your understanding.

Define and configure foundational Customer Service components

• Implement and monitor record creation and update rules
• Configure and modify the case resolution experience
• Configure and manage security roles
• Configure the timeline control, including records, card forms, and highlights

Create and administer knowledge management

• Configure internal knowledge search capabilities
• Configure tables for knowledge management
• Manage translated knowledge articles
• Integrate and search external knowledge sources
• Configure AI suggestions and Copilot-led knowledge article creation

Manage collaboration

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

Manage agents and Copilot in Service features

• Configure Ask a Question, including filtering content
• Configure case, timeline, and conversation summaries
• Configure Draft a Response
• Configure the Case Management Agent
• Integrate agents with Customer Service, including plug-ins and knowledge sources

Create and manage SLAs for cases

• Configure SLA settings
• Implement actions by using Power Automate
• Apply SLAs
• Create and manage SLA items including key performance indicators (KPIs), warning actions, success actions, and applicability
• Configure a timer control on a form
• Create SLA KPIs

Configure representative experience and routing (25–30%)

This domain covers the skills needed to work with the topics described below. Study each objective carefully and use the linked resources to deepen your understanding.

Configure routing

• Configure workstreams
• Configure user settings
• Manage capacity profiles
• Configure work classification and assignments, including rules
• Configure basic routing rulesets
• Configure skills-based routing and skill finder models
• Configure queues
• Configure routing for records

Configure productivity tools

• Configure scripts, including slugs
• Create macros

Configure the Copilot Service workspace

• Configure session templates
• Create experience profiles
• Configure the Inbox, including creating custom views
• Configure application tab templates

Extend Customer Service (15–20%)

This domain covers the skills needed to work with the topics described below. Study each objective carefully and use the linked resources to deepen your understanding.

Configure the data model and UI components

• Create and configure forms
• Create and configure views
• Configure model-driven app components
• Create and configure columns
• Configure alerts and in-app notifications
• Create or modify a table
• Configure relationships
• Configure Dataverse search
• Create and manage email templates

Capture customer feedback by using Customer Voice

• Trigger distribution of a survey
• Personalize a survey
• Populate survey results against cases and conversations

What to Study Next

Based on this exam, here are related certifications to consider:

• MB-210: Microsoft Dynamics 365 Sales Functional Consultant — Associate
• PL-200: Microsoft Power Platform Functional Consultant — Associate
• MB-240: Microsoft Dynamics 365 Field Service Functional Consultant — Associate ⚠️ Retiring

Quick Links

• Official Exam Page
• Microsoft Study Guide
• Practice Assessment