Dynamics 365 Customer Service Functional Consultant Associate
The MB-230 exam is designed for professionals who implement and configure Customer Engagement. It validates your ability to manage cases and Knowledge Management, manage entitlements and service-level agreements (SLAs), implement scheduling and multi-session experiences, and manage analytics, insights, and Microsoft Power Platform.
Exam details
- Certification
- Dynamics 365 Customer Service Functional Consultant Associate
- Exam code
- MB-230
- Level
- Associate
- Duration
- Approximately 100 minutes
- Questions
- Typically 40–60 questions
- Passing score
- 700 out of 1000
- Cost
- USD $165 — typical price; the exact fee varies by country/region and currency, and local taxes may apply.
- Prerequisites
- None required
- Languages
- English (also available in German, French, Spanish, Japanese and several other languages)
- Delivered by
- Pearson VUE
- Renewal
- Free online assessment, every 12 months
Skills measured
- Manage cases and Knowledge Management
- Manage entitlements and service-level agreements (SLAs)
- Implement scheduling and multi-session experiences
- Manage analytics, insights, and Microsoft Power Platform
Study resources & practice tests
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Frequently asked questions
Who should take MB-230?
MB-230 is aimed at functional consultants with customer service expertise who implement and operate Dynamics 365 Customer Service. It suits service consultants, implementation specialists and experienced Customer Service users who configure case management, knowledge management, queues, service-level agreements and routing, and who want to validate their applied skills.
How to prepare for MB-230?
Combine the free Microsoft Learn learning paths with hands-on practice in a Dynamics 365 Customer Service trial environment, then confirm your readiness with a reputable practice test. Focus on the skills measured: managing cases and Knowledge Management, managing entitlements and service-level agreements (SLAs), implementing scheduling and multi-session experiences, and managing analytics, insights and Microsoft Power Platform. See the study resources below.
How to register for the MB-230 exam?
You book the exam from the official Microsoft certification page, which schedules it through Pearson VUE. You can sit it online with remote proctoring from home or at a test centre. Pick the date and delivery option that suits you when you register.
What is the retake policy if I fail MB-230?
If you don't pass on your first attempt, you must wait 24 hours before retaking. After a second failure you must wait 14 days, with the same 14-day wait before each further attempt. You may take the exam a maximum of five times within a 12-month period, and the exam fee applies to each attempt.