If you work as a functional consultant, deal with Dynamics 365, then opting for the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification is for you. This accreditation will develop your skills and help you boost your career. Being a certified functional consultant in Dynamics 365 Customer Service, you are able to apply omnichannel solutions that put emphasis on quality, service, reliability, efficiency, and customer satisfaction. In addition, such certified professionals are equipped with skills to collaborate with project managers, solution architects, and developers. Note, that before enrolling in this certification process, you need to have at least 3 years of experience in working as a functional consultant and dealing with Dynamics 365. To become a certified professional, you have to pass two exams PL-200 and MB-230, named Microsoft Power Platform Functional Consultant and Microsoft Dynamics 365 Customer Service Functional Consultant accordingly.
What you should be prepared for while taking these evaluations? Each exam will contain from 40 to 60 questions of various types. The exact question types will be known on the exam, but you can be ready for active screen, hot spot, drag and drop, case studies, review screen, to mention a few. The time allocated for each evaluation is 2 hours during which you are to complete the given questions. The score you need to achieve in each assessment is 700 points. In addition, each exam is priced at $165.
Since any exam is designed to check definite skills, the MB-230 evaluation is no exception. It consists of 8 topics, each of which is intended for validating definite skills. Thus, the exam checks how good you are at managing cases as well as knowledge. This implies your ability to operate case lists, carry our case resolution, merge cases, apply record creation, link an article with a case, provide search control of the knowledge, create a survey and apply Customer Voice to get the customer feedback. Then, your proficiency in operating service-level agreements, entitlements, and queues will be assessed. You should know the nuts and bolts of the processes of creating and operating entitlements and queues, managing SLAs, and applying unified routing. Next, you should know how to apply scheduling, operate recourses and services. The following skills tested refer to utilizing omnichannel for customer service, managing channels, and configuring supervisor experience. Furthermore, you should be able to operate insights and analytics, which means that can work with Customer Service Insights and create visualizations. Apart from that, you should be competent in applying Customer Service workspaces, be able to describe them and apply the app profile manager. Finally, you should demonstrate your skills in implementing Microsoft Power Platform and Connected Customer Service.
Exam PL-200 falls into 6 parts each of which is dedicated to specific topics. Candidates should be able to configure Microsoft Dataverse. For that purpose, you should be ready to demonstrate your skills in managing a data model, creating and operating logic, configuring Dataverse and security settings. Your skills in utilizing Microsoft Power Apps to create apps will also be assessed. Here you should have a solid comprehension of how to create model-driven apps, canvas apps, and portal apps. After that, the subject area seeks to find out how competent you are in creating and operating Microsoft Power Automate. So, you should be able to create flows and operate business process flows, as well as build desktop flows. In addition, you should be skilled in using Microsoft Power Virtual Agents chatbots. That is where you should demonstrate your skills in creating chatbots, configuring topics and entities. The following topic will test you on integrating Microsoft Power Apps with other services and apps. This means that you should be able to use AI Builder, integrate Microsoft Power BI with elements related to Microsoft Power Platform, utilize templates and configure them. Lastly, you are expected to implement solutions and manage them. For that, you need to be able to create solutions in a development environment, transport them between environments, and localize them.
So, to become a certified professional, you have to be competent in all the topics tested and demonstrate the top-notch skills. If you need to be confident in your skills, you have to work as a Dynamics 365 functional consultant on one or more projects, utilize Dynamics 365 Customer Service, join the dynamics community, complete practical tasks offered on the vendor’s website, or take an instructor-led training course.
After you pass 2 certification exams and gain the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate accreditation, you will be eligible for an average salary of $99,751 per year.