The MB-230 is the customer service specialist cert — built for consultants who implement Dynamics 365 Customer Service to transform how organizations handle cases, manage knowledge bases, configure omnichannel engagement, and leverage AI-powered insights to improve customer outcomes. Functional Consultants in this space configure queues, routing rules, SLAs, entitlements, and the unified interface that agents use to resolve customer issues efficiently. With the rise of AI-powered customer service (Copilot for Customer Service), this cert is evolving from traditional case management into intelligent service automation. For partners, MB-230 holders drive the customer service engagements that are a staple of every Dynamics 365 practice, and the $5,000/year incentive value plus Business Applications designation contribution make it a solid investment. With 323 practice questions, CERTIFY-Pro covers the full customer service lifecycle from case creation through resolution, including the omnichannel and AI capabilities that differentiate modern implementations.
323 questions organized across 10 focused study days. Each day targets a specific exam domain with detailed explanations.
MB-230 covers 8 functional areas. Study time is weighted by topic importance to help you focus where it matters most.