Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate

Microsoft Dynamics 365 for Customer Service Functional Consultants build CX solutions that are fast, agile, and leverage AI to drive actionable insights that anticipate customer needs.

Skills measured
  • Manage cases and Knowledge Management
  • Manage queues, entitlements, and service-level agreements (SLAs)
  • Implement scheduling
  • Implement Omnichannel for Customer Service
  • Manage analytics
  • 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


  • Exam PL-200
  • Exam MB-230