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Dynamics 365 Customer Service Functional Consultant training (MB-230) - the Microsoft Associate certification for configuring cases, SLAs, Omnichannel and Copilot.
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The Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification (exam MB-230) is a role-based, Associate-level credential from Microsoft. It validates the ability to configure and implement Dynamics 365 Customer Service. This course prepares you for the exam: managing cases and knowledge management; managing entitlements and service-level agreements; implementing Omnichannel for Customer Service; managing analytics, visualisations and insights, including Copilot in Customer Service; and implementing Microsoft Power Platform components. A few facts matter. The exam is delivered by Pearson VUE and scored on a scale from 100 to 1000; 700 is the pass mark - a scaled score, not a percentage, so never assume "70%". The fee is US $165 (varies by region). As a role-based certification, it is valid for 12 months and is renewed free through a short, open-book, online assessment on Microsoft Learn.
Dynamics 365 Customer Service is one of Microsoft's most widely deployed business applications, and organisations need consultants who can configure cases, SLAs, Omnichannel and Copilot to run modern support operations. MB-230 proves you can do exactly that. As service teams adopt AI-assisted case handling and omnichannel engagement, a Customer Service functional consultant credential remains a strong, in-demand skill.
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Dynamics 365 Customer Service Functional Consultant is for people who configure Dynamics 365 Customer Service: - Dynamics 365 functional consultants - CRM and customer-service implementation specialists - Business analysts configuring support operations - Power Platform consultants working with Customer Service There is no mandatory prerequisite, though Microsoft recommends hands-on Dynamics 365 and business-process experience.
How to earn it:
1. Get hands-on with Dynamics 365 Customer Service - cases and knowledge, entitlements and SLAs, Omnichannel, routing, analytics and Copilot.
2. Study the current MB-230 skills-measured list on Microsoft Learn (and confirm the exam is still live, since Microsoft...
The Microsoft Dynamics 365 Customer Service Functional Consultant (MB-230) certification exam evaluates your ability to configure and implement customer service solutions using Dynamics 365 Customer Service. It focuses on case management, knowledge management, service processes, queues, routing, service-level agreements, customer interactions, and analytics. Understanding the exam structure, key functional areas, and certification requirements can help candidates prepare effectively and demonstrate their ability to deliver efficient, customer-focused service solutions with Dynamics 365.
Certification details verified on 25 August 2026. MB-230 is a role-based, Associate-level Microsoft certification with no mandatory prerequisite. The exam is delivered by Pearson VUE, the fee is US $165 (varies by region), and the passing score is 700 on a scale of 1000 - a scaled score, not a percentage. The certification is valid for 12 months and renews free on Microsoft Learn. Microsoft is refreshing its Dynamics 365 certifications in 2026 - confirm MB-230 is still live, and confirm the current fee, format and objectives, on Microsoft Learn.
This certification is for people who configure Dynamics 365 Customer Service: - Dynamics 365 functional consultants - CRM and customer-service implementation specialists - Business analysts configuring support operations - Power Platform consultants working with Customer Service There is no mandatory prerequisite, though Microsoft recommends hands-on Dynamics 365 and business-process experience. Our course teaches Dynamics 365 Customer Service hands-on - cases, SLAs, Omnichannel, analytics and Copilot - and includes practice questions and mock exams to get you ready to pass.