About the Certifications

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.

Certification Details

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:

• PL-200: Microsoft Power Platform Functional Consultant
• MB-230T01: Dynamics 365 for Customer Engagement for Customer Service

Step 3: Take this exam and get certified.

• Exam PL-200
• Exam MB-230

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.

Skills Measured

• Manage cases and knowledge management
• Manage queues, entitlements, and service-level agreements
• Implement scheduling
• Implement Omnichannel for Customer Service
• Manage analytics and insights
• Implement Customer Service workspaces
• Implement Microsoft Power Platform
• Implement Connected Customer Service
• Configure Microsoft Dataverse
• Create apps by using Microsoft Power Apps
• Create and manage Microsoft Power Automate
• Implement Microsoft Power Virtual Agents chatbots
• Integrate Microsoft Power Apps with other apps and services
• Manage solutions

Certification Latest Updates

Microsoft Recertification Update:

1. Previously, Microsoft role-based and specialty certifications were valid for two years.

2. Starting June 2021, certifications are valid for one year, but they can be renewed online for free at Microsoft Learn.

3. The renewal window begins six months before the cert expires. During this window, before the cert expires, you can take a free online assessment and get the cert extended by one additional year from the current expiration date.

4. Want the best of both worlds, old and new? Certifications earned before June 2021 will be valid for two years and eligible for the new renewal process.

Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate Certification Courses