Updated: Jul 29, 2026
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| Certification Vendor: | Microsoft |
| Exam Name: | Microsoft Dynamics 365 Customer Service Functional Consultant |
| Exam Number: | MB-230 |
| Exam Format: | Multiple choice, Case studies, Drag and drop, Best answer, Active screen / scenario-based questions |
| Available Languages: | English, Japanese, Chinese (Simplified), Korean, German, French, Spanish, Portuguese (Brazil), Italian |
| Certificate Validity Period: | 1 year (renewable via Microsoft Learn assessment) |
| Passing Score: | 700/1000 |
| Exam Duration: | 120 minutes |
| Exam Price: | $165 USD (may vary by country/region) |
| Real Exam Qty: | 40-60 |
| Related Certifications: | Microsoft Dynamics 365 Customer Service Functional Consultant Associate |
| Recommended Training: | Instructor-led training (Microsoft Dynamics 365 Customer Service) Microsoft Learn MB-230 Learning Path |
| Exam Registration: | MB-230 Exam Details Page Microsoft Certification Exam Registration (Pearson VUE) |
| Sample Questions: | Microsoft MB-230 Sample Questions |
| Exam Way: | Online proctored exam or onsite testing center via Pearson VUE |
| Pre Condition: | No formal prerequisites required. Recommended: basic understanding of Dynamics 365 and customer service operations. |
| Official Syllabus URL: | https://learn.microsoft.com/en-us/credentials/certifications/dynamics-365-customer-service-functional-consultant-associate/ |
The Microsoft Dynamics 365 Customer Service certification exam tests one’s knowledge of customer service. Thus, the candidates should have in-depth knowledge of the industry terminology, standards, customer service operations. They should have solid skills to meet user needs by working with Dynamics 365 customer service. To add more, they should a deep comprehension of knowledge management, SLAs, Power Virtual Agents, Customer Service Insights, as well as Omnichannel for Customer Service.
Reference: https://www.microsoft.com/en-us/learning/exam-mb-230.aspx
| Section | Objectives |
|---|---|
| Topic 1: Manage cases and knowledge | - Case management
|
| Topic 2: Manage service level agreements (SLAs) and entitlements | - SLAs configuration
|
| Topic 3: Analyze and improve customer service insights | - Reporting and dashboards
|
| Topic 4: Configure Dynamics 365 Customer Service | - Configure customer service applications
|
| Topic 5: Implement omnichannel for customer service | - Omnichannel setup
|
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