MB-230· AssociateCurrent exam

Dynamics 365 Customer Service Functional Consultant

By Emil Björk · Microsoft business apps consultant, Gothenburg

Cases, queues, entitlements, SLAs, omnichannel, and the customer-service workspace.

14 guides · about 34 minutes of reading · Official exam page and skills outline on Microsoft Learn →

This is a reading order, not exam-dump material. The areas below are how this site groups what MB-230covers; Microsoft's study guide on the exam page lists the measured skills and their weightings, and that outline changes between releases. Read the guides for the concepts, then spend the rest of your preparation in a trial environment.

1.Case management and routing

  1. What is Dynamics 365 Customer Service?5 minMicrosoft's case management and omnichannel customer support platform — what it does, how it scales, and where Copilot fits.
  2. Case management deep dive in Dynamics 365 Customer Service3 minHow case management works in depth — case types, statuses, parent/child cases, merge and convert, SLAs, and the case lifecycle that drives service operations.
  3. Routing rules in Dynamics 365 Customer Service2 minHow cases and conversations route to agents in Customer Service — basic routing, Unified Routing, classification, and skill-based assignment.

2.Entitlements, SLAs, and knowledge

  1. Entitlements in Customer Service2 minHow entitlements work in Dynamics 365 Customer Service — service contracts, balance tracking, channel scope, and the integration with SLAs and routing.
  2. SLA management in Customer Service2 minHow SLAs work in Dynamics 365 Customer Service — KPIs, warning and failure thresholds, business calendars, and KPI roll-up reporting.
  3. Knowledge management in Customer Service2 minAuthoring, versioning, publishing, and surfacing knowledge articles in Dynamics 365 Customer Service — for agents, customers, and Copilot.

3.Agent experience and omnichannel

  1. The Customer Service Workspace in Dynamics 3653 minHow the Customer Service Workspace differs from the classic Hub — multi-session, productivity pane, agent scripts, and the architectural shift it represents.
  2. The multi-session experience in Customer Service2 minHow the Customer Service Workspace handles multi-session agents — tabs, productivity pane, capacity profiles, and the operational realities.
  3. Omnichannel voice in Dynamics 365 Customer Service2 minMicrosoft's native voice channel in Dynamics 365 Customer Service — agent desktop, IVR, routing, recording, and the Azure Communication Services backbone.
  4. WhatsApp and SMS channels in Customer Service2 minHow to set up and operate WhatsApp Business and SMS in Dynamics 365 Customer Service — provisioning, agent experience, and compliance.
  5. Dynamics 365 Contact Center explained3 minMicrosoft's standalone Contact Center offering — voice, digital channels, agent workspace, Copilot integration.

4.Surveys and the platform underneath

  1. Customer Voice surveys in Dynamics 3652 minMicrosoft Customer Voice — building, distributing, and acting on customer surveys integrated with Dynamics 365.
  2. The Dataverse security model2 minRoles, business units, teams, row sharing, and field-level security in Dataverse — the layers that protect data in Dynamics 365 CRM and Power Apps.
  3. Business process flows in Dynamics 3652 minHow business process flows guide users through staged work in Dynamics 365 — design, branching, security, and when not to use them.

Related learning path

Frequently asked questions

Is MB-230 still available?

Yes. MB-230 (Dynamics 365 Customer Service Functional Consultant) is a current exam as of the last review of this page. Check the official Microsoft Learn exam page for the live skills outline, languages, and any scheduled retirement.

How long does the reading on this page take?

The 14 guides total roughly 1 hour of reading (34 minutes). They cover the concepts the exam assumes, not exam questions — pair them with the official learning path and hands-on time in a trial environment.

Where is the official skills outline for MB-230?

On Microsoft Learn, at the exam page linked from this page. The areas here are this site's grouping of the topics; the official study guide lists the measured skills and their weightings and is the only authoritative source.

Other Customer engagement (CRM) exams

Exam status reflects Microsoft's public retirement announcements as of August 2026. This site is independent of Microsoft; exam names and codes are Microsoft's.