Pass Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate Certification Fast

Becoming a CS Functional Consultant is the main goal of many IT professionals. This role shows that you know how to configure and implement Dynamics 365 solutions for the customers. And Microsoft offers the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certificate that can help you validate these skills. Those individuals who possess this certification have the skills in implementing omnichannel solutions with the focus on reliability, service, quality, customer satisfaction, and efficiency. They know how to collaborate with the customer engagement administrators as well as implement the Microsoft Power Platform components and upgrade them. Holding this certificate also means that you know about connected services, knowledge management, and customer feedback.

To be eligible for this associate-level certification, you need to be familiar with the Microsoft Power Platform components and know how to extend Microsoft apps and services as well as customize them. This means that you should have knowledge of Excel, Word, Teams, and Dynamics 365. Besides that, you need to have a strong understanding of customer service, priorities, industry terminology, methodologies, customer service operations, best practices, and standards. The potential candidates are also required to have an in-depth understanding of knowledge management, queues, cases, entitlements, and resource scheduling. Knowing about SLAs, Power Virtual Agents, Omnichannel for CS, visualizations, and connected services is also vital. There are no other specific requirements that you need to fulfill before taking the qualification exams.

Exam Details

To obtain the certificate, you need to pass the Microsoft PL-200 and Microsoft MB-230 exams. These qualification tests last for 100 minutes each and contain 45-60 questions. You need should earn 700 or more points in each of them in order to succeed. The exams cover various topics, so you should prepare for them wisely. Thus, Microsoft PL-200 consists of the following areas:

• Configure Microsoft Dataverse – This topic covers the details of Dataverse and its configuration, creation and management of logic, as well as configuration of security settings;
• Create Apps by Using Microsoft Power Apps – To answer the questions from this domain, you need to have the skills in creating portal apps, canvas apps, as well as model-driven apps;
• Microsoft Power Automate – If talking about the next section, you need to have an understanding of desktop flows and flows as well as possess the skills in creating and building them;
• Microsoft Power Virtual Agents Chatbots – As for this part, it evaluates the skills in creating chatbots and configuring topics or entities;
• Integrate Microsoft Power Apps – This objective is all about AI Builder, Microsoft Power BI, and Microsoft Power Platform components;
• Manage Solutions – The last subject area is all about the creation of solutions in a development environment and their transportation between the environments.

If talking about the second exam, Microsoft MB-230 is all about the following:

• Manage Cases and Knowledge Management – The first topic covers the details of various cases, knowledge management, Customer Voice, and customer feedback;
• Manage Queues, Entitlements, and Service-Level Agreements – This domain is about unified routing, SLAs management, entitlements, and queues;
• Implement Scheduling – The potential candidates need to know about the management of services and resources;
• Implement Omnichannel for CS – The questions from this area include the details of supervisor experience, channels, as well as Omnichannel for CS;
• Manage Analytics and Insights – The next section is about visualizations and CS Insights for Dynamics 365 CS;
• Implement CS Workspaces – Knowing about the implementation of the app profile manager and CS workspaces is vital for this exam part;
• Implement Microsoft Power Platform – You should know about the chatbots and creation of custom apps;
• Implement Connected CS – The last objective is about Connected CS and its implementation with IoT Hub.

Further Career Path

Being a certified IT specialist is a result of your hard work, which is why having this Microsoft certification will show off your skills and level of expertise. Thus, a potential employer will have more reasons to choose you over other candidates. This associate-level certificate grants you many benefits, including a higher salary and more career opportunities. However, you should not forget about the recertification process when it is time to renew your certification. Most of the Microsoft certificates are valid for a year, therefore, you need to check the status of its validity on the Microsoft Learn account. If it is ending soon, then you will need to retake the qualification exams.