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HybridCloudWorks
AssociateMB-230

Dynamics 365 Customer Service Functional Consultant

Validate expertise implementing customer service solutions using Dynamics 365 Customer Service, Omnichannel, and related Power Platform capabilities.

Study Hours
40h
Prep Time
~3 months
Avg. Pass Rate
73%

Topics Covered

Dynamics 365 Customer Service
Omnichannel
Power Virtual Agents
SLAs
Knowledge Management

Skills measured

Official study guide

Microsoft's own objectives, in the order the exam presents them. Each area links to its section on Microsoft Learn. Checked 2026-10-26.

  1. Manage cases in Customer Service51–55%
    This area on Microsoft Learn

    Define and configure foundational Customer Service components

    • Implement and monitor record creation and update rules
    • Configure and modify the case resolution experience
    • Configure and manage security roles
    • Configure the timeline control, including records, card forms, and highlights

    Create and administer knowledge management

    • Configure internal knowledge search capabilities
    • Configure tables for knowledge management
    • Manage translated knowledge articles
    • Integrate and search external knowledge sources
    • Configure AI suggestions and Copilot-led knowledge article creation

    Manage collaboration

    • Configure Microsoft Teams chat
    • Configure Join a Teams call for specific users
    • Configure suggested contacts in Microsoft Teams, including by using AI and rules-based suggestions
    • Configure Teams collaboration experience

    Manage agents and Copilot in Service features

    • Configure Ask a Question, including filtering content
    • Configure case, timeline, and conversation summaries
    • Configure Draft a Response
    • Configure the Case Management Agent
    • Integrate agents with Customer Service, including plug-ins and knowledge sources

    Create and manage SLAs for cases

    • Configure SLA settings
    • Implement actions by using Power Automate
    • Apply SLAs
    • Create and manage SLA items including key performance indicators (KPIs), warning actions, success actions, and applicability
    • Configure a timer control on a form
    • Create SLA KPIs
  2. Configure representative experience and routing25–30%
    This area on Microsoft Learn

    Configure routing

    • Configure workstreams
    • Configure user settings
    • Manage capacity profiles
    • Configure work classification and assignments, including rules
    • Configure basic routing rulesets
    • Configure skills-based routing and skill finder models
    • Configure queues
    • Configure routing for records

    Configure productivity tools

    • Configure scripts, including slugs
    • Create macros

    Configure the Copilot Service workspace

    • Configure session templates
    • Create experience profiles
    • Configure the Inbox, including creating custom views
    • Configure application tab templates
  3. Extend Customer Service15–20%
    This area on Microsoft Learn

    Configure the data model and UI components

    • Create and configure forms
    • Create and configure views
    • Configure model-driven app components
    • Create and configure columns
    • Configure alerts and in-app notifications
    • Create or modify a table
    • Configure relationships
    • Configure Dataverse search
    • Create and manage email templates

    Capture customer feedback by using Customer Voice

    • Trigger distribution of a survey
    • Personalize a survey
    • Populate survey results against cases and conversations