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Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate In Houston, UK England, Saudia, Australia

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Customer Service Functional

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.


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