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.
Exam domains
- Manage cases in Customer Service54%
Configure foundational case-management components, knowledge management with internal and external sources, Microsoft Teams collaboration with AI-suggested contacts, Copilot in Service for case summaries and draft responses, and SLAs with workflow actions, KPIs, timer controls, and applicability rules.
- Configure representative experience and routing28%
Configure workstreams, queues, capacity profiles, work classification, basic and skills-based routing with skill finder models, productivity scripts and macros, and the Copilot Service workspace including session templates, experience profiles, and the Inbox.
- Extend Customer Service18%
Configure Dataverse forms, views, columns, alerts, model-driven app components, search, email templates, table and relationship metadata, and capture customer feedback through Customer Voice survey distribution and results.
Sources
Questions are grounded in 50 references from official and authoritative materials.