MB-230 and MB-240 Microsoft Dynamics 365 Test 2026

About this course

Exam MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant and Exam MB-240: Microsoft Dynamics 365 Field Service Functional ConsultantExam MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant :-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 serviceQualityReliabilityEfficiencyCustomer satisfactionYou 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:Dynamics 365 Contact CenterMicrosoft Copilot in Customer ServiceCollaborationKnowledge managementCustomer feedbackYou must have strong applied knowledge of customer service, including in-depth understanding of cases, knowledge management, queues, service scheduling, service-level agreements (SLAs), Microsoft Copilot Studio, Customer Service applications, Customer Voice, basic and unified routing, and Contact Center.As a functional consultant, your knowledge should include:Comprehensive understanding of the customer service application's role in relationship to the Dynamics 365 suite of apps.Basic understanding of the solution architecture.Skills measured Manage cases, Knowledge Management, and feedback (40–45%)Implement scheduling and routing (10–15%)Implement Dynamics 365 Contact Center (20–25%)Extend Customer Service by using Microsoft Power Platform (15–20%)Exam MB-240: Microsoft Dynamics 365 Field Service Functional Consultant

Course objectives

• Equip students with a comprehensive understanding of customer service functionalities within Microsoft Dynamics 365
• Prepare students for MB-230 and MB-240 certification exams