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Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate — Requirements & Free Practice

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Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate

Microsoft role-based certification for functional consultants implementing Dynamics 365 Customer Service solutions, with initial qualification through MB-230.

Licensing authority: Microsoft · Application information

Initial by examination
Exam MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant
Applicability
The current certification page explicitly announces the March 11, 2026 English update and adopts the MB-230 guide whose effective heading and current-versus-previous change log identify the current scope at October 25, 2026. The older exam page's October 3, 2025 update notice and legacy task-summary sentence do not control the current detailed outline. Localized update timing is not assumed.
Candidate Profile
Functional consultant with strong applied customer-service knowledge, including cases, knowledge management, queues, SLAs, Customer Service applications, Customer Voice and routing, the application's relationship to Dynamics 365, and basic solution architecture; stated candidate skills are not invented mandatory coursework or an additional examination.
Dates
Credential and route inception dates are not stated and remain null; March 11, 2026 applies only to the expressly dated examination scope. No retirement date is announced on the MB-230 exam page.
Qualification
Initial qualification by passing MB-230; the official certification card lists MB-230 alone and has no prerequisite marker. This is Microsoft's role-based credential; no state licensing route is investigated. Renewal is outside this task.
Scheduling
Rolling appointments through Pearson VUE from the certification page; schedule no more than 90 days ahead and at most two Microsoft Certification exams at a time. A personal MSA account is strongly recommended. Learn profile legal name must match legal ID. Request accommodations before scheduling. Online delivery is conditional on provider availability and a system pre-check; official policy also describes test centers.

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

Provider
Pearson VUE
Format
Proctored examination; interactive components may be included. Specific exam formats and question types are not disclosed before the exam.
Time limit
100 minutes
Passing score
700 on the technical-examination scaled score of 1 to 1,000, not necessarily 70% of the points.
Exam fee
Price based on the country or region in which the exam is proctored; confirm actual pricing with the provider before registering.
Examination outline

The authority publishes percentage ranges for each content area. The practice percentages below use the midpoint of each range, normalized to 100%; they are not exact percentages published by the authority. Practice question counts may differ slightly because of rounding.

  • Manage cases in Customer Service — Official range: 51–55% (Practice allocation: 54.08%)
    • Define and configure foundational Customer Service components
    • Create and administer knowledge management
    • Manage collaboration
    • Manage agents and Copilot in Service features
    • Create and manage SLAs for cases
  • Configure representative experience and routing — Official range: 25–30% (Practice allocation: 28.06%)
    • Configure routing
    • Configure productivity tools
    • Configure the Copilot Service workspace
  • Extend Customer Service — Official range: 15–20% (Practice allocation: 17.86%)
    • Configure the data model and UI components
    • Capture customer feedback by using Customer Voice
Examination sources