MB-230 study guide
MB-230: Dynamics 365 Customer Service Functional Consultant practice questions
Cases, knowledge management, Teams collaboration, Copilot in Service, SLAs, unified routing, the Copilot Service workspace, data model and Customer Voice in Dynamics 365 Customer Service. Mapped to the skills measured as of March 11, 2026.
Skills measured
3 skill areas and 50 objectives, as of March 11, 2026. Weights show the share of the exam each area makes up.
Manage cases in Customer Service (51-55%)
- 1.1 Implement and monitor record creation and update rules
- 1.2 Configure and modify the case resolution experience
- 1.3 Configure and manage security roles
- 1.4 Configure the timeline control, including records, card forms, and highlights
- 1.5 Configure internal knowledge search capabilities
- 1.6 Configure tables for knowledge management
- 1.7 Manage translated knowledge articles
- 1.8 Integrate and search external knowledge sources
- 1.9 Configure AI suggestions and Copilot-led knowledge article creation
- 1.10 Configure Microsoft Teams chat
- 1.11 Configure Join a Teams call for specific users
- 1.12 Configure suggested contacts in Microsoft Teams, including by using AI and rules-based suggestions
- 1.13 Configure Teams collaboration experience
- 1.14 Configure Ask a Question, including filtering content
- 1.15 Configure case, timeline, and conversation summaries
- 1.16 Configure Draft a Response
- 1.17 Configure the Case Management Agent
- 1.18 Integrate agents with Customer Service, including plug-ins and knowledge sources
- 1.19 Configure SLA settings
- 1.20 Implement actions by using Power Automate
- 1.21 Apply SLAs
- 1.22 Create and manage SLA items including key performance indicators (KPIs), warning actions, success actions, and applicability
- 1.23 Configure a timer control on a form
- 1.24 Create SLA KPIs
Configure representative experience and routing (25-30%)
- 2.1 Configure workstreams
- 2.2 Configure user settings
- 2.3 Manage capacity profiles
- 2.4 Configure work classification and assignments, including rules
- 2.5 Configure basic routing rulesets
- 2.6 Configure skills-based routing and skill finder models
- 2.7 Configure queues
- 2.8 Configure routing for records
- 2.9 Configure scripts, including slugs
- 2.10 Create macros
- 2.11 Configure session templates
- 2.12 Create experience profiles
- 2.13 Configure the Inbox, including creating custom views
- 2.14 Configure application tab templates
Extend Customer Service (15-20%)
- 3.1 Create and configure forms
- 3.2 Create and configure views
- 3.3 Configure model-driven app components
- 3.4 Create and configure columns
- 3.5 Configure alerts and in-app notifications
- 3.6 Create or modify a table
- 3.7 Configure relationships
- 3.8 Configure Dataverse search
- 3.9 Create and manage email templates
- 3.10 Trigger distribution of a survey
- 3.11 Personalize a survey
- 3.12 Populate survey results against cases and conversations
Sample questions
Sample question 1 · Manage cases in Customer Service
A support team wants incoming emails sent to [email protected] to become cases automatically. Where do you start configuring this in the Copilot Service admin center?
- A. Case settings > Automatic record creation and update rules
- B. Customer support > Routing > Workstreams > Email workstream settings
- C. Knowledge > Record types > Add the Email record type
- D. Routing > Workstreams > Email workstream > Routing rules
Show answer and explanation
Answer: A
Automatic record creation and update rules are managed from Case settings in the Copilot Service admin center. Workstreams route work items but don't convert emails into cases, and the Knowledge and Collaboration pages are unrelated.
Learn more: Automatically create or update records in Dynamics 365 Customer Service
Sample question 2 · Configure representative experience and routing
Your company routes cases with unified routing. Which workstream type should you create so that case records are distributed to customer service representatives?
- A. Messaging
- B. Voice
- C. Generic
- D. Record
Show answer and explanation
Answer: D
Record workstreams route Dataverse records such as cases, emails and custom tables. Messaging workstreams handle digital channels like chat, and voice workstreams handle phone calls.
Learn more: Create and manage workstreams
Sample question 3 · Extend Customer Service
Agents want to see the parent account's phone number, credit hold status and primary contact on the case form without opening the account. Which form type should you add to the case main form?
- A. A quick view form for the account table
- B. A quick create form for the account table
- C. A card form for the case table
- D. A second main form for the case table
Show answer and explanation
Answer: A
A quick view form displays read-only data from the record selected in a lookup, such as the case's customer account. Quick create forms are for creating records, and card forms are compact layouts used in views and streams.
Learn more: Create and design model-driven app forms in Power Apps
Sample question 4 · Manage cases in Customer Service
A service manager wants to add the Billable Time field and remove another field from the dialog that representatives use when they resolve cases. What must you configure first?
- A. Create a new Case quick create form that includes Billable Time
- B. Turn on Copilot case summaries so the dialog shows extra fields
- C. Add a business rule on the Case main form to show Billable Time
- D. Set the Resolve case dialog setting to Customizable dialog
Show answer and explanation
Answer: D
The standard dialog can't be modified. After you select Customizable dialog under Case settings > Other settings, you edit the Case Resolution table form to add or remove fields.
Learn more: Customize the case resolution dialog
Sample question 5 · Configure representative experience and routing
Where do you assign skills, capacity profiles and a default presence to an individual customer service representative for unified routing?
- A. In the user's settings in the Copilot Service admin center
- B. In the session template that the representative uses
- C. In the allowed presences section of each workstream
- D. In the license assignment page of the Microsoft 365 admin center
Show answer and explanation
Answer: A
Representative-level routing attributes such as skills, capacity profiles and default presence are configured in the user settings in the Copilot Service admin center. Workstreams and session templates apply to work items, not to individual users.
Learn more: Create and manage users and user profiles
Frequently asked questions
How many MB-230 practice questions are there?
262 original questions covering all 50 objectives in Microsoft's skills outline (skills measured as of March 11, 2026). Each one has an explanation, and most link to the relevant Microsoft Learn page.
Is it free?
The first 10 questions are free, with no account needed. Unlocking the full set costs US$9.99 for 30 days of access.
Are these real exam questions?
No. Every question is written from scratch and mapped to the published skills outline. They are not copied from the real exam, so they help you learn the material rather than memorize answers.
How does practice differ from exam mode?
Practice mode lets you check or view the answer after each question. Exam mode is timed (100 minutes), shuffles questions and answers, and scores you at the end.