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 in Customer Service, configure representative experience and routing, and extend Customer Service.
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 in Customer Service (51–55%)
- Configure case creation, resolution, security roles, and the timeline control.
- Administer knowledge search, translated articles, AI suggestions, and Copilot-led article creation.
- Manage Teams collaboration, Copilot in Service, agents, and SLAs with KPIs and timers.
Configure representative experience and routing (25–30%)
- Configure workstreams, queues, capacity, skills-based routing, and assignment rules.
- Configure productivity scripts and macros.
- Configure Copilot Service workspace session templates, experience profiles, and inbox views.
Extend Customer Service (15–20%)
- Configure Dataverse tables, forms, views, columns, relationships, and email templates.
- Capture customer feedback with Customer Voice surveys against cases and conversations.
Study resources & practice tests
Disclosure: some links below are affiliate links. If you buy through them we may earn a commission, at no extra cost to you. Read our affiliate disclosure.
Frequently asked questions
Who should take MB-230?
MB-230 is for Dynamics 365 Customer Service functional consultants, CRM consultants, and customer-service implementation consultants. Most work at Microsoft partners, or in contact-centre, support, and shared-services teams in utilities, the public sector, and professional services.
What is the average salary for a Dynamics 365 Customer Service Functional Consultant?
As of 2026, US mid-level Dynamics 365 customer engagement consultants commonly earn about $95,000 to $130,000. In the United Kingdom, customer engagement consultants are typically about £55,000 to £75,000, in line with wider D365 functional pay. In Germany, AlpineReach 2026 places customer engagement professionals around €60,000 to €75,000 (about €75,000 to €90,000 at senior). There is no single published EMEA average.
Where do I find exam questions to practice?
You will find websites selling exam dumps or brain dumps that claim to be real MB-230 questions. Those materials are not official. Microsoft treats using brain dumps as cheating. It can invalidate your score, revoke certifications you already hold, and ban you from future exams. Microsoft publishes a free Practice Assessment for MB-230 on Microsoft Learn. Those questions are examples only, not the live exam. MeasureUp also sells the official practice test linked in the study resources on this page. You can try the Microsoft exam sandbox to see the question types and timer, but it does not use real exam questions. Practise the skills measured in a real product environment rather than memorising leaked items.
Does the exam include official labs I can use to practice?
Microsoft does not ship a public, official MB-230 exam lab you can log into on your own. Dynamics exams are usually case studies and traditional items, not Azure-style live labs. Practise in a product trial or sandbox (Business Central, finance and operations apps, or customer engagement, depending on the exam). Official instructor-led MB-230T00 training delivered by a Microsoft Learning Partner includes labs. Those labs are for the course, not a copy of the exam. The Microsoft exam sandbox shows traditional question types only. It does not give you the lab virtual machine.