Microsoft Certified:
Dynamics 365 Customer Service Functional Consultant Associate

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.