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. A Dynamics 365 Customer Service functional consultant implements solutions that focus on customer 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
  • Manage cases and Knowledge Management
  • Manage entitlements and SLAs
  • Implement scheduling
  • Implement multi-session experiences for Customer Service
  • Manage analytics and insights
  • Implement Microsoft Power Platform
  • Implement Connected Customer Service
  • Implement routing

Recommended training for this certification


  • Exam MB-230