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:
- Case management
- Dynamics 365 Copilot in 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-level agreements (SLAs), Customer Service applications, Customer Voice, and routing.
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.
Important
The English language version of this exam was updated on October 3, 2025. Review the study guide linked in the “Tip” box for details on upcoming changes. If a localized version of this exam is available, it will be updated approximately eight weeks after this date. While Microsoft makes every effort to update localized versions as noted, there may be times when the localized versions of this exam are not updated on this schedule.
Passing score: 700. Learn more about exam scores.
