Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate

Validates expertise in implementing Dynamics 365 Customer Service solutions focused on case management, service-level agreements, knowledge management, and unified routing. Covers managing cases including foundational components, record creation rules, case resolution, knowledge article authoring and search, collaboration via Microsoft Teams, and Copilot features for case summaries and draft responses. Also covers configuring representative experience and routing including workstreams, queues, capacity profiles, skills-based routing, productivity tools, and the Copilot Service workspace. Includes extending Customer Service through data model configuration, model-driven app customization, and Customer Voice survey integration.