Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate

The content of this certification will be updated soon. PL-200 will be updated on October 1, 2021. MB-230 will be updated on October 15, 2021. Please download the skills measured documents on the associated exam pages to see what will be changing.

If you’re a functional consultant responsible for configuring and implementing Dynamics 365 solutions for customers, you can use this certification to shine a light on your skills and to help advance your career. A Dynamics 365 Customer Service functional consultant implements omnichannel solutions that focus on service, quality, reliability, efficiency, and customer satisfaction. As a functional consultant, you know how to work with project managers, developers, and solution architects. You need a minimum of one to three years of experience as a functional consultant implementing Dynamics 365.

If you need more experience before you try to earn this certification, here are some suggestions:

  • Work as a Dynamics 365 functional consultant on one or more projects.
  • Work on a Dynamics 365 Customer Service implementation.
  • Join the community at community.dynamics.com.
  • Take available learning paths on Microsoft Learn.
  • Complete more hands-on practice.
  • Sign up for an instructor-led training course.

Job role: Functional Consultant

Required exams: PL-200 MB-230

Important: See details

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Certification details

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Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate

Skills measured

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

Download certification skills outline

Two ways to prepare

Learning paths to gain the skills needed to become certified

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Certification exams

  • PL-200: Microsoft Power Platform Functional Consultant

    Languages: en ja

    Retirement date:

    This exam measures your ability to complete the following tasks: configure Microsoft Dataverse; create apps by using Power Apps; create and manage Power Automate; implement Power Virtual Agents chatbots; and integrate Power Apps with other apps and services.

    Price based on the country in which the exam is proctored.

    for Microsoft Power Platform Functional Consultant

    All objectives of the exam are covered in depth so you'll be ready for any question on the exam.

  • MB-230: Microsoft Dynamics 365 Customer Service

    Languages: en

    Retirement date:

    This exam measures your ability to accomplish the following technical tasks: manage cases and Knowledge Management; manage queues, entitlements, and service-level agreements; implement scheduling; implement Omnichannel for Customer Service; and manage analytics.

    Price based on the country in which the exam is proctored.

    for Microsoft Dynamics 365 Customer Service

    All objectives of the exam are covered in depth so you'll be ready for any question on the exam.

Certification resources

Certification poster

Check out an overview including fundamentals, role-based and specialty certifications for Dynamics 365 and Power Platform.

Journey to certification

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Training and certification guide

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Certification learning path

Recommended training resources to help you prepare for required exams and earn your certification.

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* Pricing does not reflect any promotional offers or reduced pricing for Microsoft Imagine Academy program members, Microsoft Certified Trainers, and Microsoft Partner Network program members. Pricing is subject to change without notice. Pricing does not include applicable taxes. Please confirm exact pricing with the exam provider before registering to take an exam.

** Complete this exam before the retirement date to ensure it is applied toward your certification. After the retirement date, please refer to the related certification for exam requirements.

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Tech intensity, the speed at which technology continues to evolve, creates skill intensity. Keep your certification active to validate your skills are current with the latest technology updates. Within six months of your certification expiring, you’ll have the opportunity to extend your certification by a year for free.