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Start guided practiceCase management in Dynamics 365 Customer Service, weighted heavily towards cases themselves: queues and routing, service-level agreements, knowledge management, and the representative experience.
Microsoft Dynamics 365 Customer Service Functional Consultant is Microsoft's associate-level business applications certification, sat as exam MB-230. The exam runs for 1 hour 40 minutes, with a pass mark of 700 / 1000 (scaled). It costs US$165 at the standard rate.
Microsoft publishes the syllabus as 3 weighted domains. Manage cases in Customer Service carries the most weight at 53%, and the three largest domains together account for roughly 99% of the scored content — worth knowing before you decide where study time goes.
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The published exam guide for MB-230, in the vendor's own order.
01Manage cases in Customer Service
53%02Configure representative experience and routing
28%03Extend Customer Service
18%Familiarity with Dataverse and model-driven apps.
Associate level — Role-based credentials for practitioners with hands-on experience.
Preview 25 supported questions before unlocking the 187-question MB-230 bank.
Community-contributedCompiled from publicly posted community exam discussions. Contributed by third parties rather than written here, so accuracy varies and most items carry no explanation. Progress and bookmarks stay in this browser.
Answer support: 0 explanations, 161 questions with candidate context and 0 questions with direct citations. Bank updated .
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Compiled from exam discussions posted publicly by other people on ExamTopics. Copyright in each contribution rests with its original author; it is reproduced here for study. Not verified by us — most items carry no explanation. To request removal, see our content policy.
The exam is scheduled for 1 hour 40 minutes. Microsoft does not publish a fixed question count for this exam.
700 / 1000 (scaled). Confirm the current figure on the official exam page before booking, as vendors adjust cut scores when an exam form is refreshed.
The standard price is US$165. Local pricing, taxes and any retake policy vary by region, so check the official page for the figure that applies to you.
Familiarity with Dataverse and model-driven apps.
The exam guide covers Manage cases in Customer Service, Configure representative experience and routing and Extend Customer Service. The full weighted breakdown is listed above.
Yes — this exam has 187 practice questions available here, each with the correct answer marked. They are community-contributed, compiled from exam discussions posted publicly by other people rather than written here, and most do not carry an explanation.