The Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification is suitable for functional consultants who build omnichannel solutions that prioritize service, quality, dependability, efficiency, and perceived value. If you are a functional consultant who works with customers to configure and install Dynamics 365 solutions, you can opt for this certificate to highlight your abilities and progress your career. When enrolling in this path, you should know how to collaborate with project managers, developers, and solution architects and have about 1-3 years of experience integrating Dynamics 365.

To obtain this certificate, the candidates should gain the passing score in two exams. These are MB-230 and PL-200. Each of them will cost you $165 USD, however, note that this may vary according to your region.

Exam Outline: Microsoft Power Platform Functional Consultant (PL-200)

Candidates for the Microsoft PL-200 exam undertake discovery, requirement capturing and translation, engagement with subject matter experts and stakeholders, and the configuration of Power Platform solutions and apps. They create integrations to allow third-party apps and services to work together seamlessly. They also know how to identify, develop, and distribute artifacts for packaging and deployment to DevOps engineers, as well as providing Power Platform administrators with operations and maintenance training. Finally, the applicants should be knowledgeable about extending and customizing Microsoft programs and services including Teams, Dynamics 365, Excel, and Word using Power Platform components.

When it comes to the topics covered in the test, these include the integration of Power Apps, the application of Power Virtual Agents chatbots, setting up Microsoft Dataverse, and building apps with the help of Power Automate and Power Apps.

Exam Outlines: Microsoft Dynamics 365 Customer Service (MB-230)

The Microsoft MB-230 exam assesses one’s ability to handle cases and knowledge management, as well as queues, entitlements, and service-level agreements. It also checks your ability to schedule, integrate Omnichannel for Customer Service, and handle statistics. The familiarity with industry priorities and standards as well as terminology and methods, best practices and customer service operations, is essential too. In addition, the knowledge of Power Virtual Agents, Customer Service Insights, connected services, and visualizations is required.

Taking Your Exams: Study Tips

Earning the Dynamics 365 Customer Service Functional Consultant Associate certification is industry-recognized proof of mastery of real-world skills. And the first step to take is registering for both PL-200 and MB-230 exams on Microsoft’s official website. You can pick whether to take the tests in a local center or online during the scheduling procedure. While the latter option allows the applicants to take the exam at nearly any time using their own computer, it also requires one to install a secure browser and have dependable internet access. Also, if you are taking your assessment online, you will need to perform a system check to make sure your computer fits the exam’s criteria.

Then, it’s time to get ready for the tests. A great way to start training is to sign up for the free online learning paths provided by Microsoft itself. You can also choose instructor-led classes where Microsoft offers a number of sessions. Nevertheless, the right combination of training with study materials will help you to succeed at both exams.

Best Resources to Prepare for the Exams

While utilizing Microsoft resources such as their learning paths, it’s always recommended to also have a look at other materials available for exam preparation. Provided below are some books you can find on Amazon:

• Implementing Microsoft Dynamics 365 Customer Engagement: Configure, customize, and extend Dynamics 365 CE in order to create effective CRM solutions by Mahender Pal

  This book will walk you through the whole life cycle of deploying Dynamics 365 Customer Engagement for your company or clients, guiding you to avoid typical errors and increase efficiency at each stage. It includes detailed explanations of the essential concepts and practical examples. You will also discover several implementation methodologies and requirement gathering techniques, and then learn to turn your requirements into technical and functional designs to create the application architecture.

• Microsoft Dataverse: The Power Platform Series: Leveraging Microsoft Dataverse to build real-world business solutions by David Yack and Julie Yack

  30% of the PL-200 exam includes concepts of Microsoft Dataverse. The authors of this book concentrate on using this solution to create commercial applications. The material will guide you through the skills needed to create data models for real-world business applications in particular and will help you to become a competent professional ready to handle data storage and related business logic effectively.

• Dynamics 365 Essentials: Getting Started with Dynamics 365 Apps in the Common Data Service by Sarah Critchley

  The Dynamics 365 Online system for sales, customer service, marketing, field service, and Outlook integration are covered in this book. Moreover, it focuses on the updates to the fundamental platform from the Common Data Service, and you'll understand what this means for Dynamics 365. Common, processes, the latest form and view designer, and Business Process Flows are among the new features that are observed as well, along with portals and powerful virtual agents.

• Deploying Microsoft Dynamics 365 Sales and Service v. 9: A Comprehensive Guide for Success by Owen Scott

  The authors of this book explain the concepts that organizations need to use to successfully implement the Sales and Customer Service apps in a clear and comprehensive manner. This book is filled with various notes and best practices, which helps readers to acquire real-world knowledge. Thus, the material presents practical information in an easy-to-understand and rational manner allowing one to learn everything needed for the exams.

Career Benefits

According to ZipRecruiter, a Microsoft Dynamics 365 Consultant can expect to earn around $100k per year. As can be seen, Microsoft certifications have numerous advantages, the most important of which is that your salary may increase as a result of your qualification. Your career will begin to improve, including a better work title, a promotion, and an increase in worth. According to the Value of IT Certification survey conducted by Pearson VUE, being certified increases your chances of getting employed by five times. So, if you're looking for a new job, earning a certificate is a huge plus. Moreover, it has been reported that 86 percent of hiring managers prefer candidates who have a Microsoft certification. A majority of certified IT professionals also believe that certification enhances their professional reputation. Considering all this, you have a variety of options with the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification. So, if you're looking for a new job or want to improve your skills, get started on your accreditation path.