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Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate
Improve business processes for customer service functions, such as automatic case creation and queue management with Microsoft Dynamics 365 Customer Service.
At a glance
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Level
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Product
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Subject
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Renewal Frequency
12 months -
Last Updated
09/30/2024
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Overview
As a candidate for this certification, you’re a functional consultant with customer service expertise. 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:
- Dynamics 365 Contact Center
- Microsoft Copilot in Customer Service
- Collaboration
- Knowledge management
- Customer feedback
You must have strong applied knowledge of customer service, including in-depth understanding of cases, knowledge management, queues, service scheduling, service-level agreements (SLAs), Microsoft Copilot Studio, Customer Service applications, Customer Voice, basic and unified routing, and Contact Center.
As a functional consultant, your knowledge should include:
- Comprehensive understanding of the customer service application's role in relationship to the Dynamics 365 suite of apps.
- Basic understanding of the solution architecture.
Skills measured
- Manage cases, Knowledge Management, and feedback
- Implement scheduling and routing
- Implement Dynamics 365 Contact Center
- Extend Customer Service by using Microsoft Power Platform
Prepare for the exam
Practice for the exam
Practice Assessment
Assess your knowledge
Practice assessments provide you with an overview of the style, wording, and difficulty of the questions you're likely to experience on the exam. Through these assessments, you're able to assess your readiness, determine where additional preparation is needed, and fill knowledge gaps bringing you one step closer to the likelihood of passing your exam.
Take the practice assessment
Previous attempts
See reports of your previous attempts.
Exam Sandbox
Experience demo
Experience the look and feel of the exam before taking it. You'll be able to interact with different question types in the same user interface you'll use during the exam.
Take the exam
You will have 100 minutes to complete this assessment.
Exam policy
This exam will be proctored, and is not open book. You may have interactive components to complete as part of this exam. To learn more about exam duration and experience, visit: Exam duration and exam experience.
If you fail a certification exam, don’t worry. You can retake it 24 hours after the first attempt. For subsequent retakes, the amount of time varies. For full details, visit: Exam retake policy.
Need accommodations?
We offer a variety of accommodations to support you.
This exam is offered in the following languages:
English, German, French, Spanish, Portuguese (Brazil), Italian, Japanese, Chinese (Simplified)
Schedule through Pearson Vue
Schedule exam$165 USD*
Price based on the country or region in which the exam is proctored.
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Certification resources
Focus your studies as you prepare for the exam. Review the study guide to learn about the topics the exam covers, updates, and additional resources.
Check out an overview of fundamentals, role-based, and specialty certifications.
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