Understand the certification
认证概述
Microsoft Dynamics 365 Customer Service Functional Consultant (MB-230) 验证您实施和配置 Dynamics 365 Customer Service 解决方案的专业能力，包括案例管理、知识管理、SLA、Copilot 集成、路由配置和 Customer Voice 调查。
考试领域
- Manage cases in Customer Service (51–55%): 案例管理基础配置、知识管理、协作、Copilot 功能、SLA
- Configure representative experience and routing (25–30%): 路由配置、生产力工具、Copilot Service 工作区
- Extend Customer Service (15–20%): 数据模型和 UI 组件配置、Customer Voice 调查
适合人群
- Dynamics 365 Customer Service 功能顾问
- 客户服务系统实施和配置专业人员
- 具有 CRM 项目经验的业务分析师
Exam at a glance
- Exam code
- MB-230
- Provider
- Azure
- Format
- Single choice / Multiple select
- Language
- English
- Validity
- 3 years
- Exam fee
- $165
Skills in focus
Learning outcomes
- 获得 MB-230 官方认证
- 掌握考试核心知识点和最佳实践
- 具备通过认证考试的实战能力
- 提升职业竞争力
Who this is for
- Dynamics 365 Customer Service 功能顾问和实施人员
- 客户服务系统配置和管理专业人员
- 具有 CRM 项目经验的业务分析师
- 从 PL-200 进阶到 Dynamics 365 专项认证的顾问
Before you start
- 了解 Dynamics 365 平台基础和 Dataverse 数据模型
- 熟悉客户服务流程和案例管理概念
- 有 Model-Driven 应用的使用或配置经验
- 了解 Power Platform 核心概念（PL-200 水平）
Your learning path
8 chapters
Plan your preparation
- Learning hours
- 64h
- With relevant experience
- 4-6 weeks
- Starting from scratch
- 8-10 weeks
- Daily study
- 1-2h
Included in your preparation
- 8 个系统化学习章节
- 48+ 精选练习题，每题附详细解析
- 仿真模拟考试（60 题/120 分钟）
- 错题本 + 智能复习，薄弱环节针对性突破
- 学习进度可视化追踪
Preparation tips
- 60 题 120 分钟，平均每题 2 分钟，合理分配时间
- 及格分 700/1000，不确定的题先标记跳过，回头再做
- 排除法非常有用 — 先排掉明显错误的选项，剩下的再分析
- 多选题会告诉你选几个，仔细看题目要求
Common mistakes
- 没有读完所有选项就选答案 — 题目经常有"最佳"答案和"正确但不最佳"的干扰项
- 备考只刷题不理解原理 — 考试场景题需要理解底层概念
- 忽略时间管理 — 在难题上卡太久，导致后面简单题没时间做
Before you register
What topics does the MB-230 exam cover?
The MB-230 exam focuses on Dynamics 365 Customer Service Functional Consultant skills, covering: configuring Omnichannel for Customer Service (~25%), managing cases (~21%), creating and managing SLAs (~12%), configuring queues and entitlements (~12%), and managing knowledge articles (~12%). The exam emphasizes practical configuration skills in customer service scenarios.
What certification does MB-230 lead to?
MB-230 is the required exam for the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification. Upon passing, you earn an Associate-level certification valid for 3 years. It validates your expertise in implementing and configuring Dynamics 365 Customer Service solutions.
What does the Omnichannel configuration section include?
Omnichannel for Customer Service configuration accounts for approximately 25% of the exam—the largest domain. It covers configuring live chat, digital messaging channels (SMS, social media), voice channels, routing rules, workstreams, agent experience, and Supervisor dashboards.
What does MB-230 test regarding case management and SLAs?
Case management accounts for about 21%, requiring knowledge of case creation, assignment rules, case resolution, and merging. SLA management accounts for about 12%, covering SLA creation, KPI configuration, pause/resume conditions, and enhanced SLA timer settings. You also need to understand how Entitlements work with SLAs to manage customer service levels.
What prerequisites are recommended for MB-230?
Foundational knowledge of the Dynamics 365 platform and customer service processes is recommended. Familiarity with Microsoft Dataverse, Power Platform basics, and model-driven apps is important. Hands-on experience with Customer Service Hub or Omnichannel is advantageous. Understanding PL-200 core Power Platform concepts is also suggested.
What is the MB-230 exam format and cost?
The exam contains 40-60 questions with a 120-minute time limit and a passing score of 700/1000. Question types include multiple choice, multi-select, and case study scenarios. The exam fee is $165 USD and is available in English only. You can take it at a Pearson VUE testing center or via online proctoring.
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