Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate

Improve business processes for customer service functions, such as automatic case creation and queue management with Microsoft Dynamics 365 Customer Service.

At a glance

Jump to


As a candidate for this certification, 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:

  • Omnichannel engagement
  • Collaboration
  • Knowledge management
  • Customer feedback
  • Connected services

You must have strong applied knowledge of customer service including in-depth understanding of cases, knowledge management, queues, entitlements, resource scheduling, service-level agreements (SLAs), AI insights and visualizations, connected services, Microsoft Copilot Studio, Customer Service applications, Customer Voice, basic and unified routing, and Omnichannel for Customer Service.

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 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

Prepare for the exam

Practice for the exam

Practice Assessment

Assess your knowledge

Practice assessments provide you with an overview of the style, wording, and difficulty of the questions you're likely to experience on the exam. Through these assessments, you're able to assess your readiness, determine where additional preparation is needed, and fill knowledge gaps bringing you one step closer to the likelihood of passing your exam.

Take the practice assessment

Exam Sandbox

Experience demo

Experience the look and feel of the exam before taking it. You'll be able to interact with different question types in the same user interface you'll use during the exam.

Take the exam

You will have 100 minutes to complete this assessment.

Exam policy

This exam will be proctored, and is not open book. You may have interactive components to complete as part of this exam. To learn more about exam duration and experience, visit: Exam duration and exam experience.

If you fail a certification exam, don’t worry. You can retake it 24 hours after the first attempt. For subsequent retakes, the amount of time varies. For full details, visit: Exam retake policy.

Need accommodations?

We offer a variety of accommodations to support you.

Learn More

This exam is offered in the following languages:

English, German, French, Spanish, Portuguese (Brazil), Italian, Japanese, Chinese (Simplified)

Schedule through Pearson Vue

Schedule exam


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

Renew your certification

Do you know that Microsoft role-based and specialty certifications expire unless they are renewed? Learn the latest updates to the technology for your job role and renew your certification at no cost by passing an online assessment on Microsoft Learn.

Learn more about renewing

Certification resources

Exam MB-230 study guide

Focus your studies as you prepare for the exam. Review the study guide to learn about the topics the exam covers, updates, and additional resources.

Certification poster

Check out an overview of fundamentals, role-based, and specialty certifications.

Exam Replay

Boost your odds of success with this great offer.

Support for credentials

Get help through Microsoft Credentials support forums. A forum moderator will respond in one business day, Monday–Friday.

Choose your Microsoft Credential

Microsoft Applied Skills or Microsoft Certifications? Choose the path that fits your career goals, desired skillset, and schedule.