Microsoft Certified:

Dynamics 365 Customer 
Service Functional 
Consultant Associate

Customer service functional consultants build CX solutions that are fast and agile and that leverage AI to drive actionable insights that anticipate customer needs.   

Course Objectives 

You’ll learn to: 

  • Manage cases and Knowledge Management 
  • Manage queues, entitlements, and service-level agreements (SLAs) 
  • Implement scheduling 
  • Implement Omnichannel for Customer Service 
  • Manage analytics 
  • Configure the Common Data Service 
  • Create apps by using Power Apps 
  • Create and manage Power Automate 
  • Implement Power Virtual Agents chatbots 
  • Integrate Power Apps with other apps and services

Required Course: PL-200T00: Microsoft Power Platform Functional Consultant | MB-230T01: Microsoft Dynamics 365 Customer Service

Required Exam: PL-200 and MB-230 
Suitable for:  You’re a customer service or customer engagement professional responsible for performing discovery, capturing requirements, and engaging subject matter experts and stakeholders.  

 

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