Microsoft Certified:
Dynamics 365 Customer Service Functional Consultant Associate

If you’re a functional consultant responsible for configuring and implementing Dynamics 365 Customer Service solutions for customers, you can use this certification to shine a light on your skills and to help advance your career.

As a Dynamics 365 Customer Service functional consultant, you’re responsible for implementing solutions that focus upon:

• Customer service
• Quality
• Reliability
• Efficiency
• Customer satisfaction

You design and implement service management processes and automation in collaboration with solution architects and developers. You coordinate with customer engagement administrators to implement and upgrade customer service components including:

• Omnichannel engagement
• Collaboration
• Knowledge management
• Customer feedback
• Connected services

You must have strong applied knowledge of customer service including in-depth understanding of cases, knowledge management, queues, entitlements, resource scheduling, service-level agreements (SLAs), AI insights and visualizations, connected services, Microsoft Power Virtual Agents, Customer Service applications, Customer Voice, basic and unified routing, and Omnichannel for Customer Service.

If you need more experience before you try to earn this certification, here are some suggestions:

• Work as a Dynamics 365 functional consultant on one or more projects.
• Work on a Dynamics 365 Customer Service implementation.
• Join the community at community.dynamics.com.
• Take available learning paths on Microsoft Learn.
• Complete more hands-on practice.
• Sign up for an instructor-led training course.