All Microsoft Dynamics 365 MB-230 certification exam dumps, study guide, training courses are Prepared by industry experts. PrepAway's ETE files povide the MB-230 Microsoft Dynamics 365 Customer Service Functional Consultant practice test questions and answers & exam dumps, study guide and training courses help you study and pass hassle-free!

Ultimate Study Guide for MB-230 Microsoft Dynamics 365 Customer Service Certification

The MB-230 exam, Microsoft Dynamics 365 for Customer Service, is a role-based certification designed to validate the skills and knowledge of functional users who work with Dynamics 365 Customer Service. Unlike technical certifications that focus on system customization and development, MB-230 emphasizes understanding the core service functionalities, managing customer cases, configuring service processes, and analyzing service data. At the time of writing, the exam was still in beta, which means its content and structure may continue to evolve. Candidates should ensure they reference the most recent official documentation and updates from Microsoft.

The target audience for this exam includes customer service professionals, functional consultants, and administrators who interact with Dynamics 365 in a service capacity. While it is not mandatory to have deep technical knowledge, a basic understanding of configuration and customization will enhance your ability to perform key tasks efficiently. Familiarity with entities, relationships, workflows, and business process flows in Dynamics 365 is beneficial when configuring service processes and visualizations.

Practical experience is critical for success in MB-230. Microsoft recommends creating a trial environment to practice the concepts outlined in the exam skills measured section. This hands-on approach ensures candidates not only understand theoretical knowledge but also can perform essential tasks within the Dynamics 365 interface. Resources such as Microsoft Learn modules and the edX course MB-230T01 provide structured learning paths that complement trial environment practice.

Perform Configuration

Performing configuration is a significant portion of the MB-230 exam, accounting for 25 to 30 percent of the measured skills. This section tests your ability to configure service management settings, queues, schedules, categories, cases, security roles, goals, routing rules, services, processes, and visualizations. Each configuration task is designed to ensure that candidates can implement and manage customer service operations effectively.

Configure Service Management Settings

Service management settings define the rules and workflows for record creation and updates in Dynamics 365 Customer Service. Understanding how to configure these settings is essential for automating service processes and ensuring data consistency. Candidates should be familiar with creating record creation rules, which allow the system to generate new records automatically based on specific conditions. Update rules, on the other hand, enable automatic changes to records when certain criteria are met.

Practical scenarios include automatically creating follow-up tasks when a case is created or updating a case status based on changes to related records. These configurations reduce manual work, streamline service operations, and ensure agents can focus on resolving customer issues efficiently. Candidates should practice creating and testing these rules in a trial environment to understand the conditions, triggers, and actions involved.

Configure Queues

Queues are central to managing workloads in Dynamics 365 Customer Service. They allow organizations to organize, prioritize, and assign work items such as cases, emails, and activities to specific teams or individuals. Candidates should understand how to create and manage both public and private queues. Public queues are accessible to multiple users or teams, whereas private queues are restricted to specific users.

Configuring queues involves defining queue members, setting queue types, and linking work items to appropriate queues. Real-world scenarios may include setting up separate queues for technical support, billing inquiries, or priority customers. Effective queue management ensures that cases are routed correctly, reduces delays in resolution, and improves overall service efficiency.

Configure Holiday Schedules

Holiday schedules are used to define non-working days for an organization or specific service teams. Configuring holiday schedules is essential to ensure that service availability, SLA calculations, and work hour definitions reflect actual operational time. Candidates should be able to create holiday schedules, assign them to service teams, and integrate them with customer service schedules.

By implementing holiday schedules, organizations can prevent incorrect SLA violations and ensure that agents’ workloads are accurately reflected during periods when service is unavailable. Candidates should practice creating holiday schedules for different time zones, recurring holidays, and organization-wide events.

Configure Customer Service Schedule

The customer service schedule defines the working hours and availability of service teams. Candidates should understand how to configure service schedules at both the organizational and individual levels. This includes defining shifts, workdays, and special hours for specific service teams. Setting up user-specific work hours ensures that case routing, SLA calculations, and service tasks reflect real agent availability.

Practical exercises include configuring standard office hours, creating shifts for extended support coverage, and ensuring that schedules account for holidays. This configuration impacts case routing rules, SLA compliance, and overall service performance, making it a critical skill for the exam.

Configure Categories and Subjects

Categories and subjects are used to organize cases, products, and knowledge articles in Dynamics 365. Categories help classify cases based on service types or departments, while subjects allow for hierarchical organization of topics to improve search and reporting. Candidates should know how to create and manage categories and define subjects to enhance the efficiency of case management and knowledge utilization.

For example, a support organization may define categories such as technical support, billing, and general inquiries, with subjects for specific issues like password resets, subscription changes, or software troubleshooting. Proper configuration enables faster case resolution, accurate reporting, and streamlined knowledge management.

Configure Cases

Case configuration involves setting up parent and child case relationships and defining case settings that govern lifecycle management. Candidates should understand how to create case templates, define case types, and configure parent-child hierarchies. Parent cases allow tracking of overall issues, while child cases handle related sub-tasks, making it easier to manage complex customer service scenarios.

Practicing case creation, status updates, and escalation rules in a trial environment will help candidates gain confidence in handling real-world customer service operations.

Configure Customer Service Security Roles

Security roles control access to data and functionality in Dynamics 365 Customer Service. Candidates should know how to manage service-specific security roles to ensure that users have appropriate permissions for case management, knowledge base access, and configuration tasks. Understanding role hierarchy and privilege levels is critical for maintaining data security and compliance.

For example, agents may have read and update access to cases but restricted access to organizational settings, while managers have full access to configuration and reporting features.

Configure Goal Management Components

Goal management in Dynamics 365 allows organizations to track performance metrics and set measurable objectives for service teams. Candidates should understand how to define goals, configure rollup queries, and apply goal metrics to track key performance indicators (KPIs). Examples include monitoring the number of cases resolved, average resolution time, and customer satisfaction scores.

Practicing the creation of goals and tracking progress using dashboards will help candidates understand how goal management drives accountability and service improvement.

Create Routing Rules

Routing rules automate the assignment of cases to the appropriate queues or agents based on defined conditions. Candidates should understand how to create routing rule sets, define conditions for case assignment, and test routing configurations. Effective routing ensures that cases are handled by the right team or agent, reducing response times and improving customer satisfaction.

Scenarios for practice include routing high-priority cases to senior agents or directing technical support issues to a specialized team.

Configure Services

Services in Dynamics 365 define the offerings provided by an organization, such as support plans or consulting packages. Candidates should know how to create or edit services in Service Scheduling and associate them with resources and schedules. This configuration enables accurate scheduling, resource allocation, and service tracking.

Practical examples include creating services for premium support, standard support, or consulting engagements, each with defined durations and availability.

Configure Processes

Business process flows guide users through predefined steps for case resolution and service delivery. Candidates should understand how to configure custom business process flows, implement ready-to-use flows from Microsoft AppSource, and modify processes to fit organizational needs. Business process flows ensure consistency in service delivery and help agents follow best practices.

Practicing the creation of flows for common scenarios, such as incident management or customer onboarding, will reinforce understanding of process configuration.

Create and Configure Customer Service Visualizations

Visualizations provide insights into service performance using dashboards, charts, and reports. Candidates should be able to set up Power BI content packs for customer service, create and edit dashboards, design charts, and run reports. Using visualizations, organizations can track case trends, SLA compliance, and agent productivity.

Introduction to organizational content packs in Power BI allows for standardized reporting across teams. Practicing dashboard creation and report analysis in a trial environment prepares candidates to use analytics for decision-making and continuous improvement.

Introduction to Case and Knowledge Management

Managing cases and the knowledge base is a central aspect of the MB-230 exam, accounting for 30 to 35 percent of the skills measured. These components are critical for ensuring efficient resolution of customer issues, maintaining consistent service quality, and enabling agents to access relevant information quickly. In Dynamics 365 Customer Service, cases represent customer requests or issues that need resolution, while the knowledge base stores articles, FAQs, and guidance that support case resolution and self-service initiatives.

Success in this section of the exam requires understanding case creation and management, knowledge base setup, and the relationship between cases and knowledge resources. Practical experience in a trial environment helps candidates apply theoretical knowledge, simulate real-world scenarios, and reinforce understanding of key workflows.

Create and Manage Cases

Cases are at the heart of customer service operations. They allow organizations to track, manage, and resolve customer issues efficiently. Candidates should understand how to create cases manually, automatically, or through integrated channels such as email, web forms, or customer portals.

Case Creation Methods

Manual case creation involves agents entering details into Dynamics 365, such as customer information, issue description, priority, and related products. Automatic case creation uses workflows, rules, or service channels to generate cases based on specific triggers. For example, an incoming email from a customer can automatically create a case and assign it to the appropriate queue or agent.

Candidates should practice creating cases in different ways, including:

• Creating cases from scratch using the Dynamics 365 interface
  
  

• Using templates for recurring case types
  
  

• Configuring automatic case creation from emails or web forms

Case Management Lifecycle

Effective case management involves tracking a case through its lifecycle, from creation to resolution and closure. Candidates should understand key aspects of the case lifecycle, including:

• Assigning cases to queues or individual agents
  
  

• Setting case priorities based on urgency or SLA requirements
  
  

• Tracking case activities such as emails, phone calls, or tasks
  
  

• Escalating cases when resolution exceeds predefined thresholds
  
  

• Closing cases with proper resolution notes

Practicing lifecycle management in a trial environment helps candidates gain familiarity with case handling, prioritization, and escalation rules. Real-world scenarios, such as managing high-priority technical issues or multi-step service requests, provide practical experience.

Parent and Child Cases

Parent and child cases allow organizations to manage complex service scenarios. A parent case represents an overarching issue, while child cases track individual sub-tasks or related incidents. Candidates should understand how to configure and manage these relationships to ensure accurate tracking and reporting.

For example, a parent case for a major service outage may have child cases for each affected customer, allowing agents to manage individual requests while maintaining a clear view of the overall situation.

Create and Manage the Knowledge Base

The knowledge base is an essential tool for empowering agents and customers with relevant information. Candidates should understand how to create, organize, and maintain knowledge articles that address common issues and provide guidance for case resolution.

Knowledge Article Creation

Knowledge articles in Dynamics 365 can include step-by-step instructions, FAQs, troubleshooting guides, and best practices. Candidates should know how to:

• Create new articles and define content structure
  
  

• Use templates to ensure consistency across articles
  
  

• Attach related files or reference materials
  
  

• Tag articles with categories and subjects for easy retrieval

Creating knowledge articles that are clear, accurate, and organized improves agent efficiency and customer satisfaction. Candidates should practice writing articles for different scenarios, such as resolving common technical issues or handling billing inquiries.

Knowledge Management Solutions

Dynamics 365 provides tools for managing knowledge articles, including publishing, version control, and article approval workflows. Candidates should understand how to:

• Submit articles for approval to ensure content accuracy
  
  

• Publish articles to internal or external audiences
  
  

• Update or retire outdated articles
  
  

• Track article usage and effectiveness

Knowledge management solutions ensure that agents always have access to current and relevant information, reducing case resolution time and minimizing errors.

Linking Knowledge to Cases

Linking knowledge articles to cases allows agents to quickly provide solutions without reinventing the response. Candidates should practice associating articles with cases and using suggested articles for case resolution. This feature also supports self-service portals, where customers can find answers without contacting support.

For example, when a customer submits a case regarding a password reset, Dynamics 365 can suggest a relevant knowledge article with instructions, allowing the agent or customer to resolve the issue quickly.

Manage Queues, Entitlements, and SLAs

While queues we introduced configuration, managing them in an operational context is equally important. This section integrates queues with entitlements and service level agreements (SLAs) to ensure cases are processed efficiently and customer expectations are met.

Create and Manage Queues

Queues organize work items and enable prioritization and assignment. Candidates should understand how to manage case workloads using queues, including:

• Assigning cases to queues based on type, priority, or department
  
  

• Configuring queue members and roles
  
  

• Monitoring queue workloads to prevent bottlenecks

Practicing queue management helps candidates understand how to balance agent workload, streamline case assignment, and maintain timely service.

Create and Manage Entitlements

Entitlements define the scope of support provided to customers, including the number of service requests, support channels, and coverage periods. Candidates should know how to:

• Create entitlements for individual customers or service contracts
  
  

• Apply entitlements to cases to track coverage
  
  

• Adjust entitlement terms based on customer agreements

For instance, a premium customer may have unlimited support cases for software issues, while a standard customer may have a limited number. Proper entitlement management ensures compliance with service agreements and customer satisfaction.

Create and Manage Service Level Agreements

SLAs set performance targets for case resolution, such as response times, resolution times, or escalation triggers. Candidates should understand how to:

• Create SLA definitions with applicable conditions
  
  

• Apply SLAs to cases and monitor compliance
  
  

• Configure SLA success and failure actions
  
  

• Utilize SLA KPIs for reporting and analysis

SLAs ensure that cases are resolved within expected timeframes and provide accountability for service teams. Practical exercises include creating SLAs for different priority levels and testing SLA actions in a trial environment.

Configure Voice of the Customer

Voice of the Customer (VoC) accounts for 15 to 20 percent of MB-230 and allows organizations to gather feedback, measure satisfaction, and drive improvements. Candidates should understand survey creation, management, and response handling within Dynamics 365.

Create Surveys

Candidates should learn how to design surveys that capture customer feedback effectively. This includes:

• Using survey templates or creating custom surveys
  
  

• Defining questions, response types, and logic
  
  

• Previewing and testing surveys before deployment

Practical exercises include designing surveys for product feedback, service experience evaluation, or support follow-up.

Preview, Test, and Publish Surveys

After survey creation, candidates should ensure surveys function as intended:

• Preview surveys to check layout and logic
  
  

• Conduct test submissions to validate data capture
  
  

• Publish surveys to targeted customers or segments

Testing ensures accurate feedback collection and avoids errors in live deployments.

Manage Survey Responses

Managing responses involves tracking feedback, analyzing results, and taking action. Candidates should understand how to:

• View and filter survey responses
  
  

• Route responses to appropriate teams or agents
  
  

• Score responses for satisfaction metrics
  
  

• Trigger automated follow-up actions based on survey results

Using survey data effectively supports service improvement, enhances customer satisfaction, and enables organizations to act on insights quickly.

Response Routing and Survey Scoring

Candidates should practice configuring response routing rules and scoring systems. For example, negative feedback can trigger escalation to a customer service manager, while high satisfaction scores can feed into performance tracking. Scoring surveys helps quantify customer sentiment and provides actionable metrics for decision-making.

Introduction to Advanced Configuration and Reporting

MB-230 exam preparation focuses on advanced configuration, customer service analytics, and reporting. This includes configuring business processes, visualizations, dashboards, charts, and running reports. These skills help organizations monitor performance, improve decision-making, and optimize customer service operations. Candidates need a strong grasp of how to implement processes and leverage data to support strategic and operational goals.

Understanding advanced configuration and reporting enables candidates to demonstrate both functional knowledge and practical skills in Dynamics 365 Customer Service. Hands-on practice in a trial environment is critical for mastering these concepts and applying them effectively in real-world scenarios.

Configure Custom Business Processes

Business process flows guide users through standardized procedures, ensuring consistent handling of cases and service requests. Candidates should understand how to configure custom business process flows to suit organizational requirements.

Overview of Business Process Flows

Business process flows represent sequences of stages and steps that users follow to complete a business process. Each stage contains steps that capture required information and guide actions. Candidates should understand:

• Stages: Define phases of a process, such as Case Identification, Case Resolution, and Case Closure
  
  

• Steps: Actions or fields required to complete a stage
  
  

• Conditions: Logic to control stage progression based on case attributes or data

Implementing Business Process Flows from Microsoft AppSource

Dynamics 365 AppSource provides ready-to-use business process flows for common scenarios. Candidates should learn how to:

• Search and select business process flows from AppSource
  
  

• Import and configure flows to match organizational processes
  
  

• Customize flows by adding or removing stages and steps
  
  

• Activate flows for use in production environments

Practical exercises include implementing a customer complaint resolution process or a product support escalation workflow.

Customizing Business Process Flows

Custom business process flows allow organizations to address unique requirements. Candidates should understand how to:

• Create new flows from scratch
  
  

• Set default values for steps
  
  

• Configure branching logic and conditional stages
  
  

• Assign flows to security roles to control access

Hands-on experience helps candidates understand the impact of process flows on case handling and operational efficiency.

Create and Configure Customer Service Visualizations

Visualizations help organizations interpret data, identify trends, and make informed decisions. Candidates need to know how to configure visualizations using Power BI and Dynamics 365 dashboards.

Power BI Content Packs for Customer Service

Power BI content packs provide pre-built reports and visualizations for customer service data. Candidates should learn how to:

• Connect Dynamics 365 data to Power BI
  
  

• Configure content packs for organizational needs
  
  

• Customize visualizations by applying filters, measures, and slicers
  
  

• Share reports with stakeholders for collaborative insights

Practical exercises may include analyzing case resolution times, SLA compliance, or customer satisfaction scores.

Organizational Content Packs in Power BI

Organizational content packs allow sharing customized dashboards and reports within the organization. Candidates should understand:

• How to create content packs based on existing reports
  
  

• How to manage access and permissions
  
  

• How to update packs when underlying data or visualizations change

Using content packs ensures consistent reporting across teams and enables strategic decision-making based on shared insights.

Customer Service Analytics in Dynamics 365

Dynamics 365 provides built-in analytics for case management, agent performance, and service efficiency. Candidates should practice:

• Accessing analytics dashboards for cases, queues, and SLAs
  
  

• Analyzing trends and identifying bottlenecks
  
  

• Using charts and visualizations to monitor key metrics
  
  

• Combining analytics with process improvements to enhance service quality

Understanding these analytics tools allows candidates to provide actionable insights for operational optimization.

Configure Customer Service Dashboards

Dashboards present a consolidated view of key metrics and activities. Candidates should learn how to create, edit, and customize dashboards to meet user needs.

Creating and Editing Dashboards

Dashboards display charts, lists, and visual components in one interface. Candidates should know how to:

• Add multiple components to a dashboard
  
  

• Configure charts to display relevant data
  
  

• Add case lists, queue summaries, and SLA compliance metrics
  
  

• Customize layouts for role-specific views

Practical exercises include building dashboards for service managers, agents, or executive reporting, highlighting KPIs relevant to each role.

Designing Dashboards for Operational Insights

Dashboards should provide actionable insights. Candidates should understand:

• How to apply filters and views for dynamic data display
  
  

• How to integrate visual components like graphs and charts
  
  

• How to update dashboards as organizational needs change

This skill ensures that decision-makers have access to real-time, relevant data to support service improvements.

Create and Configure Customer Service Charts

Charts visualize case trends, SLA compliance, and other performance metrics. Candidates need to understand chart creation and configuration to support monitoring and reporting.

Chart Types and Selection

Dynamics 365 offers various chart types, including column, bar, pie, and line charts. Candidates should learn how to:

• Select appropriate chart types based on data and reporting objectives
  
  

• Configure series, axes, and legends
  
  

• Apply filters to focus on specific data segments

Customizing Charts

Custom charts allow deeper analysis and visual storytelling. Candidates should understand:

• How to define custom metrics and aggregates
  
  

• How to combine multiple data series
  
  

• How to apply conditional formatting to highlight key trends

Creating and customizing charts helps track performance indicators such as case resolution times, SLA breaches, and agent productivity.

Execute and Analyze Customer Service Reports

Reports provide detailed insights into operational performance, allowing organizations to monitor KPIs and identify areas for improvement. Candidates should understand reporting capabilities in Dynamics 365 and how to execute them effectively.

Overview of Reports

Reports consolidate case, SLA, queue, and entitlement data for detailed analysis. Candidates should learn:

• Standard reports available in Dynamics 365 for Customer Service
  
  

• How to filter and segment report data
  
  

• How to export reports for further analysis or presentation

Running Reports

Candidates should practice running reports in real time to monitor operations. This includes:

• Selecting relevant report templates
  
  

• Applying filters for specific cases, agents, or time periods
  
  

• Scheduling reports for automated delivery to stakeholders

Running reports regularly helps maintain oversight of service performance and compliance with SLAs.

Analyzing Report Data

Analyzing reports enables informed decision-making. Candidates should practice:

• Reviewing case volumes, resolution times, and SLA compliance
  
  

• Identifying recurring issues or bottlenecks
  
  

• Correlating data with agent performance and workload distribution
  
  

• Using insights to refine processes, training, or resource allocation

Practical exercises include generating monthly performance reports, analyzing customer satisfaction trends, and identifying opportunities to improve service efficiency.

Integrating Configuration, Analytics, and Reporting

The integration of configuration, analytics, and reporting ensures that customer service operations are aligned with organizational objectives. Candidates should understand how to:

• Use business process flows to guide case resolution
  
  

• Link dashboards and charts to operational KPIs
  
  

• Apply insights from reports to optimize case management and workflows
  
  

• Monitor SLA compliance and customer satisfaction metrics in real time

Hands-on experience in trial environments allows candidates to practice end-to-end scenarios, from case creation to reporting insights, reinforcing both functional and technical understanding.

Conclusion

Preparing for the MB-230: Microsoft Dynamics 365 for Customer Service exam requires a thorough understanding of both functional and practical aspects of the platform. Across this guide, we explored essential topics ranging from core configuration and case management to advanced business process flows, analytics, dashboards, and reporting.

Focusing on hands-on practice in a trial environment is crucial. While understanding theoretical concepts is important, being able to configure, manage, and analyze data in real-time scenarios ensures that you are well-prepared for the exam and capable of applying your skills in a real-world environment.

Candidates should approach preparation methodically, aligning their study with the skills measured in the exam: configuration, case and knowledge base management, queues, entitlements, SLAs, and Voice of the Customer. Leveraging tools like Power BI and Dynamics 365 dashboards enhances your ability to monitor performance, identify trends, and make data-driven decisions that improve customer service outcomes.

By systematically practicing each component—configuring processes, creating visualizations, managing cases, and executing reports—candidates can build confidence and mastery of Microsoft Dynamics 365 for Customer Service. Ultimately, this structured preparation not only helps you succeed in the MB-230 exam but also equips you with the skills to deliver efficient, data-driven, and customer-focused service within any organization.

Microsoft Dynamics 365 MB-230 practice test questions and answers, training course, study guide are uploaded in ETE Files format by real users. Study and Pass MB-230 Microsoft Dynamics 365 Customer Service Functional Consultant certification exam dumps & practice test questions and answers are to help students.