Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate

Certification details


The Arabic version of this exam will retire on February 28, 2023.

If you’re a functional consultant responsible for configuring and implementing Dynamics 365 Customer Service solutions for customers, you can use this certification to shine a light on your skills and to help advance your career. A Dynamics 365 Customer Service functional consultant implements solutions that focus on customer service, quality, reliability, efficiency, and customer satisfaction. As a functional consultant, you know how to work with project managers, developers, and solution architects. You need a minimum of one to three years of experience as a functional consultant implementing Dynamics 365.

If you need more experience before you try to earn this certification, here are some suggestions:

  • Work as a Dynamics 365 functional consultant on one or more projects.
  • Work on a Dynamics 365 Customer Service implementation.
  • Join the community at community.dynamics.com.
  • Take available learning paths on Microsoft Learn.
  • Complete more hands-on practice.
  • Sign up for an instructor-led training course.


The English language version of this certification was updated on September 23, 2022. Visit the Exam MB-230 page to download the study guide.

Earn the certification


Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate

Skills measured

  • This list contains the skills measured on the exam associated with this certification. For more detailed information, visit the exam details page and download the study guide.
  • Manage cases and Knowledge Management
  • Manage entitlements and SLAs
  • Implement scheduling
  • Implement multi-session experiences for Customer Service
  • Manage analytics and insights
  • Implement Microsoft Power Platform
  • Implement Connected Customer Service
  • Implement routing

Job role: Functional Consultant

Required exams: MB-230

Go to Learn Profile

Two ways to prepare

Items in this collection

    Learning paths or modules are not yet available for this certification

Certification exams

  • MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant

    Languages: en de fr es pt-br ar-sa it ja zh-cn

    Retirement date:

    This exam measures your ability to accomplish the following technical tasks: manage cases and Knowledge Management; manage entitlements and SLAs; implement scheduling; implement multi-session experiences for Customer Service; manage analytics and insights; implement Microsoft Power Platform; implement Connected Customer Service; and implement routing.

    Price based on the country or region in which the exam is proctored.

    for Microsoft Dynamics 365 Customer Service Functional Consultant

    All objectives of the exam are covered in depth so you'll be ready for any question on the exam.

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* Pricing does not reflect any promotional offers or reduced pricing for Microsoft Certified Trainers and Microsoft Partner Network program members. Pricing is subject to change without notice. Pricing does not include applicable taxes. Please confirm exact pricing with the exam provider before registering to take an exam.

** Complete this exam before the retirement date to ensure it is applied toward your certification. After the retirement date, please refer to the related certification for exam requirements.