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Microsoft Certified: Dynamics 365: Customer Service Functional Consultant Associate

About the
course

PL-200, MB-230
Associate
60 minutes to complete the exam
40-60 questions, multiple-choice and multi-select questions
700 / 1000

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

What you will learn

Skills measured

  • Manage cases and knowledge management
  • Manage queues, entitlements, and service-level agreements
  • Implement scheduling
  • Implement Omnichannel for Customer Service
  • Manage analytics and insights
  • Implement Customer Service workspaces
  • Implement Microsoft Power Platform
  • Implement Connected Customer Service
  • Configure Microsoft Dataverse
  • Create apps by using Microsoft Power Apps
  • Create and manage Microsoft Power Automate
  • Implement Microsoft Power Virtual Agents chatbots
  • Integrate Microsoft Power Apps with other apps and services
  • Manage solutions
Average salary for Functional Consultant professionals

£60,000.00+

The average functional consultant salary in the United Kingdom is £60,000 per year or £30.77 per hour. Entry level positions start at £49,728 per year while most experienced workers make up to £75,000 per year.

Job Roles

  • OpenText Functional Consultant
  • Functional Consultant
  • Microsoft Dynamics 365 CRM Functional Consultant
  • Salesforce Senior Functional Consultant
  • Dynamics Business Central Functional Consultant
Related Exams

Exam skills outline

Note
The product team recently completed efforts to rebrand Common Data Service as Microsoft Dataverse. The Common Data Service User security role is now Basic User. The Common Data Service connector is now the Microsoft Dataverse connector. This change is reflected on the exam as of November 24, 2021.
Important
The content of this exam was updated on October 1, 2021. Please download the skills measured document below to see what changed.

Candidates for this exam perform discovery, capture requirements, engage subject matter experts and stakeholders, translate requirements, and configure Microsoft Power Platform solutions and apps. They create application enhancements, custom user experiences, system integrations, data conversions, custom process automation, and custom visualizations.

Candidates implement the design provided by and in collaboration with a solution architect and the standards, branding and artifacts established by User Experience Designers. They design integrations to provide seamless integration with third party applications and services.

Candidates actively collaborate with quality assurance team members to ensure that solutions meet functional and non-functional requirements. They identify, generate, and deliver artifacts for packaging and deployment to DevOps engineers, and provide operations and maintenance training to Microsoft Power Platform administrators.

Microsoft Power Platform functional consultants should be familiar with using Microsoft Power Platform components to extend and customize Microsoft apps and services such as Teams, Dynamics 365, Excel, and Word.

  • The content of this exam was updated on October 1, 2021. Please download the exam skills outline below to see what changed.
  • Configure Microsoft Dataverse (20-25%)
  • Create apps by using Microsoft Power Apps (15-20%)
  • Create and manage Microsoft Power Automate (15-20%)
  • Implement Microsoft Power Virtual Agents chatbots (10-15%)
  • Integrate Microsoft Power Apps with other apps and services (10-15%)
  • Manage solutions (15-20%)

A Microsoft Dynamics 365 Customer Service functional consultant is responsible for implementing omnichannel solutions that focus on service, quality, reliability, efficiency, and customer satisfaction.

This professional implements and designs service management visualizations and reports provided by and in collaboration with the solution architect. They collaborate with the customer engagement administrator to implement and upgrade Microsoft Power Platform components, including knowledge management, customer feedback, and connected services.

A Dynamics 365 Customer Service functional consultant must have strong applied knowledge of customer service, including an understanding of industry terminology, priorities, standards, methodologies, customer service operations, and best practices. The functional consultant with customer service expertise also needs deep, practical experience and knowledge of how to meet user needs through Dynamics 365 Customer Service, including in-depth understanding of cases, knowledge management, queues, entitlements, resource scheduling, Service Level Agreements (SLAs), visualizations, connected services, the Customer Service Insights Add-in for Microsoft Dynamics 365 Customer Service, Power Virtual Agents, and Omnichannel for Customer Service. The functional consultant's knowledge should include a comprehensive understanding of the customer service application's role in relationship to the Dynamics 365 suite of applications, along with a basic understanding of the solution architecture and quality assurance.

  • The English language version of this exam will be updated on April 12, 2022. Please download the exam skills outline below to see what’s changing.
  • Manage cases and knowledge management (20-25%)
  • Manage queues, entitlements, and service-level agreements (15-20%)
  • Implement scheduling (5-10%)
  • Implement Omnichannel for Customer Service (10-15%)
  • Manage analytics and insights (5-10%)
  • Implement Customer Service workspaces (5-10%)
  • Implement Microsoft Power Platform (5-10%)
  • Implement Connected Customer Service (5–10%)
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