Pass the Microsoft Dynamics 365 Customer Service Functional Consultant (MB-230) exam on your first attempt — with realistic, implementation-focused practice tests.

The MB-230 earns you the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate credential — proof that you can configure and implement Dynamics 365 Customer Service, Microsoft's enterprise platform for case management and customer support. It validates the real work of a functional consultant: configuring cases and queues, building knowledge management, setting up entitlements and SLAs, deploying Omnichannel for Customer Service, and surfacing insights — increasingly with Copilot and AI woven throughout. For CRM consultants and customer-service professionals, it maps directly to billable, in-demand implementation skills.

MB-230 is a practical, role-based exam. You'll face 40–60 questions in 100 minutes — including case studies — that test what a consultant actually configures: routing rules and work distribution, SLA KPIs and warning/success actions, entitlement terms, knowledge article workflows, and Omnichannel channels. Memorizing definitions won't cut it. The most reliable way to pass is realistic, scenario-driven practice, which is exactly what this course delivers.

Why this certification matters

Customer service is where customer relationships are won or lost, and Dynamics 365 Customer Service is a leading platform for managing it at scale. The MB-230 proves you can take a client from requirements to a working service solution: cases, knowledge, routing, SLAs, entitlements, Omnichannel, and analytics. It's a strong credential for CRM consultants, a clear differentiator on Microsoft partner teams, and it renews for free each year.

What makes this course different

This is not a recycled, outdated question dump. Every question reflects the current MB-230 skills measured, covering the full breadth of the exam — case management, knowledge, unified routing and queues, entitlements and SLAs, Omnichannel, Customer Voice, and Customer Service Insights. Questions mirror the exam's scenario- and case-study style with realistic distractors. You don't just learn the right answer — you learn why a routing rule is configured a certain way, how SLA KPIs and warning actions work together, or when entitlements apply. That applied reasoning is exactly what the exam tests.

What's included

A deep bank of realistic, scenario-based practice questions across multiple full-length timed tests
Detailed, reference-backed explanations for every question, right and wrong options alike
Full coverage of all MB-230 exam domains, mapped to the real skills outline
Case-study-style questions on cases, routing, SLAs, and Omnichannel
Aligned to the current 2026 skills outline, including Copilot in Customer Service
Performance feedback that pinpoints your weak domains before exam day

Topics covered

Manage cases and Knowledge Management — case lifecycle, case settings, business process flows, knowledge articles, and search
Manage entitlements and SLAs — entitlement terms and templates, SLA KPIs, warning and success actions, and applicability
Implement unified routing and queues — record and conversation routing, work classification, capacity, and assignment
Implement Omnichannel for Customer Service — channels (chat, voice, social), routing and workstreams, and agent experiences
Manage analytics, Customer Voice, and Copilot — Customer Service Insights and historical/real-time analytics, Customer Voice surveys, and AI/Copilot features
Customer Service workspace and productivity — agent workspace, productivity tools, and connected services

How the practice tests simulate the real exam

Each test is a full-length, timed set built to match the real 100-minute exam, including case studies, so you train pacing and consultant decision-making together. Take a test, study every explanation, identify your weak domains, and retake until you're consistently scoring 85%+. That benchmark is your green light to book the real exam with confidence.

Benefits for learners

Walk in current with the latest MB-230 skills outline, including Copilot
Save the $165 fee and re-study time by passing on your first attempt
Master the SLA, routing, and Omnichannel scenarios that challenge candidates
Turn weak spots into strengths with explanations that actually teach
Earn a credential that maps directly to billable consulting skills

Enroll today and take your first timed MB-230 practice test now. Find out exactly where you stand, close your gaps, and pass the Microsoft Dynamics 365 Customer Service Functional Consultant exam on your first try.