MB-230 — Dynamics 365 Customer Service Functional Consultant Certification

Course Overview

The MB-230 — Dynamics 365 Customer Service Functional Consultant certification validates the skills required to implement, configure, and optimize Microsoft Dynamics 365 Customer Service solutions. This course focuses on delivering efficient, scalable, and personalized customer support experiences using case management, omnichannel engagement, service-level agreements (SLAs), and automation.

Offered by Microsoft, MB-230 is designed for professionals who work with customer service teams to translate business requirements into effective CRM-based service solutions.

What You Will Learn

This course delivers practical, real-world skills for managing and optimizing customer service operations, including:

• Configuring Dynamics 365 Customer Service applications

• Managing cases, queues, routing rules, and escalation workflows

• Implementing service-level agreements (SLAs) and entitlement management

• Designing knowledge management solutions and self-service portals

• Configuring omnichannel experiences (chat, email, voice, and messaging)

• Automating service processes using Power Automate

• Creating dashboards, reports, and analytics for service performance

• Managing customer feedback, insights, and service KPIs

• Configuring security roles, access permissions, and data visibility

Who This Course Is For

• Dynamics 365 Customer Service Functional Consultants

• Customer Service and Support Operations Consultants

• CRM Consultants focused on service management

• Business Analysts supporting customer experience teams

• IT professionals implementing customer service solutions

Key Benefits

• Builds expertise in modern customer service and CRM platforms

• Improves case resolution times and customer satisfaction

• Enhances omnichannel support capabilities

• Highly in-demand skillset for service-driven organizations

• Prepares learners for enterprise Dynamics 365 Customer Service deployments

Career Path Alignment

MB-230 prepares learners for roles such as:

• Dynamics 365 Customer Service Functional Consultant

• Customer Experience (CX) Consultant

• CRM Service Consultant

• Service Operations Analyst

• Digital Customer Service Transformation Specialist

Certification Progression

MB-230 fits into advanced Microsoft Business Applications pathways, including:

• Dynamics 365 Functional Consultant certifications

• Power Platform Functional Consultant and Developer certifications

• Business Applications Solution Architect tracks

• Enterprise CRM and customer experience leadership roles

Why Choose MB-230 — Dynamics 365 Customer Service Functional Consultant

The MB-230 certification is ideal for professionals responsible for designing and delivering high-quality customer support experiences using Microsoft Dynamics 365. It validates the ability to align service processes, automation, and analytics with customer expectations—making it a valuable credential for organizations focused on customer satisfaction and service excellence.