Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate Certification Logo

Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate Certification

The Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate Certification validates your ability to implement and manage Customer Service solutions in Dynamics 365. It focuses on case management, service processes, knowledge management, and customer engagement. Ideal for functional consultants responsible for delivering end-to-end customer service solutions.

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What is Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate Certification about?

This certification trains professionals to design, configure, and implement Dynamics 365 Customer Service solutions. It covers setting up core service components, managing cases and queues, implementing knowledge management, configuring service-level agreements (SLAs), and optimizing customer service processes. The course prepares consultants to deliver streamlined, efficient, and customer-focused service systems using Dynamics 365.


Key Features:

  • Hands-on labs with Dynamics 365 Customer Service environment
  • 24/7 Support
  • Access to recordings, study materials, implementation guides
  • Lesson-end quizzes
  • Course-end assessments
  • Real-world case management and service process assignments

What are the objectives of Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate Certification ?

At the end of this training, you will be able to:

  • Configure and implement core Customer Service components in Dynamics 365
  • Manage cases, queues, routing rules, and service processes
  • Implement and maintain SLAs, entitlements, and service scheduling
  • Configure knowledge articles and knowledge management tools
  • Set up Omnichannel Customer Service features (optional)
  • Automate service processes using Power Automate
  • Analyze service metrics using dashboards and reports
  • Collaborate with technical teams to deliver complete customer service solutions

Who is Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate Certification for?

  • Customer Service Functional Consultants
  • Dynamics 365 Customer Engagement Consultants
  • CRM Implementation Specialists
  • Business Analysts working with customer service workflows
  • Professionals involved in customer support transformation projects

What are the prerequisites for Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate Certification?

  • Understanding of customer service operations and workflows
  • Basic knowledge of Dynamics 365 Customer Engagement apps
  • Familiarity with CRM concepts like cases, service requests, queues
  • Recommended: Experience in functional consulting or CRM implementation
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Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate Certification - Certification & Exam

To achieve the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification, you must complete / master the following learning paths / skill-areas:


  1. Manage cases and knowledge management in Customer Service (case creation & resolution, UI/data-model configuration, forms, views, email templates, notifications) 
  2. Configure representative (agent) experience and routing — queues, entitlements, service-level agreements (SLAs), unified routing, work-assignment & session/routing logic. 
  3. Implement scheduling, customer feedback & service automation — surveys/feedback, Customer Voice integration, automatic case-management and service workflows. 
  4. Extend and customize Customer Service using platform tools — integrate with Microsoft Power Platform (Power Apps / Power Automate / Dataverse), connected services, custom apps/extensions, and configuration of the Customer Service solution. 
  5. Implement Omnichannel/Connected Customer Service & Analytics/Insights — omnichannel chat/voice routing, Customer Service dashboards, analytics and insights tools for service metrics & performance.