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Microsoft Exam Syllabus

MB-230 syllabus, skills measured, and exam topics

The MB-230 exam measures Manage cases in Customer Service, Configure representative experience and routing, and Extend Customer Service. Use this page to review the current official syllabus, major domains, and source links before exam day.

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Skills measured by domain

Use the weighting table to decide where to spend the most study time.

Domain Weight
Manage cases in Customer Service 51–55%
Configure representative experience and routing 25–30%
Extend Customer Service 15–20%

What to know before you study

These sections explain the role, audience, and exam framing behind the outline.

Purpose of this document

  • This study guide should help you understand what to expect on the exam and includes a summary of the topics the exam might cover and links to additional resources. The information and materials in this document should help you focus your studies as you prepare for the exam.
  • Useful links: Description
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  • Request accommodations: If you use assistive devices, require extra time, or need modification to any part of the exam experience, you can request an accommodation.
  • Take a free Practice Assessment: Test your skills with practice questions to help you prepare for the exam.

Updates to the exam

  • Our exams are updated periodically to reflect skills that are required to perform a role. We have included two versions of the Skills Measured objectives depending on when you are taking the exam.
  • We always update the English language version of the exam first. Some exams are localized into other languages, and those are updated approximately eight weeks after the English version is updated. While Microsoft makes every effort to update localized versions as noted, there may be times when the localized versions of an exam are not updated on this schedule. Other available languages are listed in the Schedule Exam section of the Exam Details webpage. If the exam isn't available in your preferred language, you can request an additional 30 minutes to complete the exam.
  • The bullets that follow each of the skills measured are intended to illustrate how we are assessing that skill. Related topics may be covered in the exam.
  • Most questions cover features that are general availability (GA). The exam may contain questions on Preview features if those features are commonly used.

Audience profile

  • As a candidate for this exam, you’re a functional consultant with customer service expertise. You’re responsible for implementing solutions that focus upon:
  • Customer service
  • Quality
  • Reliability
  • Efficiency
  • Customer satisfaction
  • You design and implement service management processes and automation in collaboration with solution architects and developers. You coordinate with customer engagement administrators to implement and upgrade customer service components including:
  • Case management
  • Dynamics 365 Copilot in Service
  • Collaboration
  • Knowledge management
  • Customer feedback

Detailed outline

Scan each section as a working study checklist instead of one long wall of text.

Manage cases in Customer Service (51–55%)

  • 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
  • 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
  • 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 representative experience and routing (25–30%)

  • 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 scripts, including slugs
  • Create macros
  • Configure session templates
  • Create experience profiles

Extend Customer Service (15–20%)

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