Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate

Certification details

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.

As a Dynamics 365 Customer Service functional consultant, 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 Power Virtual Agents, Customer Service applications, Customer Voice, basic and unified routing, and Omnichannel for Customer Service.

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 will be updated on March 18, 2024. Review the study guide linked on the Exam MB-230 page for details about upcoming changes.

Earn the certification


Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate

Skills measured

  • Manage cases and Knowledge Management
  • Manage entitlements and SLAs
  • Implement scheduling
  • Implement multi-session experiences for Customer Service
  • Manage analytics, visualizations, 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 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, visualizations, 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.

    Take a free practice assessment

    Test your skills with practice questions to help you prepare for the exam. Learn more about practice assessments.

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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.