MB-230 practice examsFinished
Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate
Implementing Dynamics 365 Customer Service: managing cases with resolution rules, knowledge management, collaboration, Copilot in Service and SLAs; configuring the representative experience with routing, queues, productivity tools and the Copilot Service workspace; and extending the app with the data model, UI and Customer Voice.
What you get
Papers are cut from the bank and weighted like the real exam, and no question appears in two of them. Every wrong answer comes back on later days until you have it right.
What the exam covers
| Manage cases in Customer Service | 51-55% |
| Configure representative experience and routing | 25-30% |
| Extend Customer Service | 15-20% |
Two sample questions
1. Why can an active SLA not be edited directly?
- Editing it requires an entirely separate licence
- Editing removes its applicability
- Editing deletes its KPI instances
- Changing it would alter cases in flight — correct
Why: It must be deactivated, changed and reactivated so the change is deliberate.
2. How many title matches does suggest-as-you-type show?
- Up to ten
- Up to six — correct
- Up to three
- Up to eight
Why: Suggest as you type shows up to six title matches, and the whole phrase must be in the title.
The real MB-230 exam
| Length | 100 minutes |
|---|---|
| Questions | 40-60 |
| Pass mark | 700 out of 1000 |
| Price | Standard Microsoft exam pricing; varies by region |
| Recommended before you sit it | Applied knowledge of customer service including cases, knowledge management, queues, SLAs, Customer Voice and routing, and a basic understanding of the solution architecture. |
| Valid for | One year; renew free on Microsoft Learn |
Exam facts as published by Microsoft; always check the vendor’s page before you book.
Study MB-230 with Chiron
Chiron is invitation-only while we are in beta, and nothing is for sale yet: invited accounts use every paper, drill and course note for free.