Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate

If you’re a functional consultant responsible for configuring and implementing Dynamics 365 solutions for customers, you can use this certification to shine a light on your skills and to help advance your career. A Dynamics 365 Customer Service functional consultant implements omnichannel solutions that focus on service, quality, reliability, efficiency, and customer satisfaction. As a functional consultant, you know how to work with project managers, developers, and solution architects. You need a minimum of one to three years of experience as a functional consultant implementing Dynamics 365.

Skills measured

This list contains the skills measured on the exams associated with this certification. For information about upcoming or recent changes, see the associated exam details pages and download the exam skills outlines.
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

Course Outline

Create and manage cases

configure cases
manage case lists
create and search for case records
convert activities to cases
perform case resolution
implement parent/child cases
merge cases
set autonumbering for customer service entities

Implement knowledge management

configure the knowledge search control
configure knowledge article search filters and search providers
link an article with a case
use knowledge management to resolve cases
manage the knowledge management article lifecycle
manage knowledge management articles
configure tables for knowledge management
manage knowledge article template
implement knowledge search
configure categories and subject
convert cases to knowledge articles

Create and manage queues

describe use cases for each queue type
configure queues
add cases and activities to queue
configure tables for queues
perform queue operations, including pick, release, remove, and delete operations

Create and manage entitlements

configure and apply entitlements
define and create entitlements, including products, channels, contacts, allocations, and service-level agreements
manage entitlement templates
activate and deactivate entitlements
renew or cancel an entitlement

Manage resources

configure business closures
configure organizational units
configure resource
configure work hours
configure facilities and equipment

Deploy Omnichannel for Customer Service

provision Omnichannel for Customer Service
configure application settings, including data masking, operating hours, authentication settings, self-service settings, and sentiment analysis
configure work streams
configure routing values
implement context variables

Configure the supervisor experience

configure Omnichannel Insights dashboard
configure intraday insights
customize KPIs for intraday insights
enable sentiment analysis

Create and configure visualizations

configure tier 1 and tier 2 interactive dashboards
design and create customer service charts
design reports by using the Report Wizard
design and create Power BI reports and dashboards

Describe Customer Service workspaces

configure session management
configure administration features
describe navigation and sessions

Create custom apps

create task-specific canvas or model apps
embed apps in Dynamics 365 Customer Service
create a custom portal to support customer service processes

Describe Connected Customer Service

describe IoT components
identify use cases for Connected Customer Service

About The Exam

This exam measures your ability to complete the following tasks: configure Microsoft Dataverse; create apps by using Microsoft Power Apps; create and manage Microsoft Power Automate; implement Microsoft Power Virtual Agents chatbots; and integrate Microsoft Power Apps with other apps and services.