Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate Certification


Dynamics 365


About the Certifications

Note: MB-200 WILL BE REPLACED WITH A NEW EXAM, PL-200, IN SEPTEMBER 2020. You will be able to earn this certification by passing MB-200 or PL-200, plus MB-230, until MB-200 retires on December 31, 2020. After MB-200 retires, passing PL-200 and MB-230 will be required to earn this certification.

Earning a MS Certified Dynamics 365 Customer Service Functional Consultant Associate Certification demonstrates the knowledge and proficiency to build CX solutions that are agile, rapid, and leverage AI to drive actionable insights that foresee user needs. Dynamics 365 Sales Functional Consultants execute actions and solutions that plan and anticipate customer connections, maintain deals through processing & closing, and accelerate the performance of sales team using data analytics. The aspiring candidates should have strong applied knowledge meeting user needs through the Dynamics 365 Customer Service, counting deep knowledge of cases, queues, entitlements, knowledge base, visualizations, SLAs (Service Level Agreements), and USD (Unified Service Desk).

Note: PL-200 is also one of the four exams required for completing Microsoft Certified: Dynamics 365 Sales Functional Consultant Associate, Dynamics 365 Marketing Functional Consultant Associate, Dynamics 365 Field Service Functional Consultant, Power Apps + Dynamics 365 Developer certifications.

Steps to become certified

Step 1: Review the skills and knowledge required to certify.

Step 2: Recommended training for Microsoft Certified Dynamics 365 Customer Service Functional Consultant Associate Certification:

Who Should Attend?

The target audience for this certification are Dynamic 365 Customer Engagement Functional Consultants who hold the responsibility in engaging SME's, capturing needs, performance innovation, translating necessities and configuration of solutions along with applications.


Professionals should have experience in dealing with customer services and good understanding of Microsoft Dynamics 365. However, it is also suggested to have basic knowledge with Quality assurance and solution architectures.


Microsoft offers two options for certification renewals for professionals who want to validate their skills in the respective areas. You can prove yourself by working in existing technology or by achieving recertification examination in the two years of your certification renewal. When you have passed the examination, the validity of your certification will be renewed for two years starting from the passing date.

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