TL;DR
This MB-230 (Microsoft Dynamics 365 Customer Service Functional Consultant) cheat sheet is organized by task, not by exam domain — find the thing you're trying to configure, and the table tells you which object handles it. Use it for a fast review pass after you've already studied; it is a memory aid, not a replacement for hands-on practice. Bookmark this page and skim it the night before your exam, then again in the waiting room — the goal is instant recall of object names, not re-learning the concepts.
MB-230 Facts at a Glance
Passing score
700 / 1000
Exam time
100 min
Cost
$165 USD
Renewal
Every 12 months
Manage cases in Customer Service
51–55%
Configure representative experience & routing
25–30%
Extend Customer Service
15–20%
1. Get Incoming Work to the Right Agent
| You want to… | Configure | Notes |
|---|---|---|
| Hold grouped, unassigned cases | Queues | Cases sit here before a rule or agent claims them |
| Define how work arrives per channel | Workstreams | One per channel type (chat, email, voice) |
| Route on simple conditions (type, priority) | Basic routing rulesets | Rule-based, not skill-aware |
| Route on agent skill/certification/language | Skills-based routing + skill finder model | Distinct object from basic routing — do not conflate the two |
| Cap how much work an agent can take at once | Capacity profiles | Governs concurrent load, independent of skill matching |
| Classify and assign work by rule | Work classification & assignment rules | Sits before routing decides the destination |
| Route based on a field value on the record itself | Routing for records | Applies routing logic directly against record attributes |
| Adjust settings for one agent's routing behavior | User settings | Per-user overrides layered on top of workstream/queue config |
2. Hold Agents to a Response/Resolution Deadline
| You want to… | Configure | Notes |
|---|---|---|
| Define the deadline itself | SLA + SLA settings | Applies to a case via applicability conditions |
| Measure a specific metric against the SLA | SLA item / KPI | e.g. First Response Time, Resolve By |
| Notify before the SLA breaches | Warning action | Fires at a defined threshold, e.g. 75% elapsed |
| Run logic on breach or on success | Success/failure action via Power Automate | Power Automate is the documented mechanism for the action itself |
| Show remaining time on the case form | Timer control | A form element, added per SLA KPI |
3. Let Copilot Carry Part of the Case Load
| You want to… | Configure | Notes |
|---|---|---|
| Answer a specific question an agent asks | Ask a Question | Supports filtering which content it draws from |
| Condense a long thread or case history | Case / timeline / conversation summaries | Three summary types, configured separately |
| Draft a reply grounded in the knowledge base | Draft a Response | Agent still reviews before sending |
| Fully resolve simple, repetitive requests unattended | Case Management Agent | Can integrate with plug-ins and knowledge sources |
| Give agents a tailored workspace by channel | Experience profiles + session templates | Lives in the Copilot Service workspace, not the classic app |
| Control which tabs open automatically | Application tab templates | Pairs with experience profiles |
| Customize an agent's Inbox list | Custom Inbox views | Part of the Copilot Service workspace configuration |
| Give agents a reusable canned-response shortcut | Scripts (with slugs) | A productivity tool, separate from Copilot's Draft a Response |
| Automate a multi-step manual task an agent repeats | Macros | Agent-triggered, unlike the autonomous Case Management Agent |
4. Give an Agent Full Case Context at a Glance
| You want to… | Configure | Notes |
|---|---|---|
| Show related records as visual cards | Timeline control — card forms | Applies per record type on the timeline |
| Surface key fields on those cards | Timeline control — highlights | Paired with card forms |
| Automate how the case gets resolved | Case resolution experience | One of the foundational Customer Service components |
| Restrict a sensitive field by role | Security role — field-level security | Distinct from restricting an entire record |
5. Get Agents Collaborating Without Leaving the Case
| You want to… | Configure |
|---|---|
| Chat about a case inside Teams | Microsoft Teams chat integration |
| Start a Teams call with a specific person | Join a Teams call (per-user configuration) |
| Suggest who to loop in on a case | Suggested contacts (AI or rules-based) |
Turn this into practice
Reading the table is step one. Drill it with scenario questions to see if it sticks.
6. Make the Knowledge Base Actually Findable
| You want to… | Configure |
|---|---|
| Search articles authored inside Customer Service | Internal knowledge search |
| Set up the underlying knowledge tables | Tables for knowledge management |
| Manage the same article in multiple languages | Translated knowledge articles |
| Pull in a linked external vendor portal | Integrate & search external knowledge sources |
| Let Copilot suggest or draft new articles | AI suggestions / Copilot-led article creation |
7. Capture Feedback After a Case Closes
| You want to… | Configure |
|---|---|
| Send a survey automatically on resolution | Customer Voice — trigger distribution |
| Tailor the survey to the customer/case | Customer Voice — personalize a survey |
| See survey results against the case record | Customer Voice — populate results against cases/conversations |
8. Add or Restrict a Custom Field or View
| You want to… | Configure |
|---|---|
| Add a new field to a table | Column |
| Change what a form or list shows | Forms / Views |
| Add a brand-new entity | Create or modify a table |
| Link two tables together | Relationships |
| Make a new field instantly searchable | Dataverse search configuration |
| Notify a user in-app about something | Alerts / in-app notifications |
| Standardize an outgoing email | Email templates |
9. Exam Phrasing Decoder: What They're Really Asking
| If the question mentions… | Think… |
|---|---|
| "certifications" or "language proficiency" for routing | Skills-based routing / skill finder model, not basic routing |
| "agent is overloaded despite correct skill match" | Capacity profile, not the skill finder model |
| "automatic action before an SLA is breached" | Warning action, via Power Automate |
| "autonomous, no agent involvement, repetitive request" | Case Management Agent |
| "draft a reply for the agent to review" | Draft a Response, not the Case Management Agent |
| "different layout/tabs per channel" | Experience profiles + application tab templates |
| "survey after resolution" | Customer Voice, not a workflow or SLA action |
| "external vendor portal content in search" | Integrate & search external knowledge sources |
10. Object Names Worth Getting Exactly Right
These six terms get mixed up in review sessions because they sound similar or overlap conceptually. The exam treats them as distinct configuration objects, so mixing them up on a scenario question usually means picking the wrong answer, not a partial-credit near-miss.
| Term | Is NOT the same as |
|---|---|
| Queue | A workstream (a queue holds work; a workstream defines how it arrives) |
| Basic routing ruleset | Skills-based routing (conditions vs. skill/proficiency matching) |
| SLA item / KPI | A warning or success action (the metric vs. the automated response to it) |
| Draft a Response | The Case Management Agent (drafts for review vs. autonomous resolution) |
| Experience profile | An application tab template (the overall workspace vs. which tabs open) |
| Capacity profile | A skill finder model (workload limits vs. skill/proficiency matching) |
MSCertQuiz sells practice-exam access for MB-230, and this reference was built by the same team that maintains our 500-question MB-230 bank. Every configuration object above comes from the official MB-230 study guide and Dynamics 365 Customer Service documentation, checked September 7, 2026. Pair this with the full study guide or drill it with a readiness check.