Microsoft Official Curriculum

Role-Based Certification PrepTrack: Microsoft Certified: Dynamics 365 Customer Service Functional Consultant AssociateOfficial Source: Microsoft Learn

MicrosoftIntermediate

Implement customer service solutions using Microsoft Dynamics 365 Customer Service

Microsoft Dynamics 365 Customer Service offers any organization an opportunity for customer success. Using tools such as automatic case creation and queue management frees up your time to dedicate it where you can have a greater impact, directly with your customers.Join our team of globally recognized experts as they take you step by step from creating cases to interacting with customers to resolving those cases. Once you’ve resolved those cases you can learn from data analysis the key details to help you resolve similar cases faster or avoid new issues altogether.

Duration

4 days

Level

Intermediate

Format

Virtual, On-site, or Hybrid

Language

English

Plan Private Delivery Consult a Solutions Architect

Executive brief for stakeholdersDownload Program Brief (PDF)

Microsoft

Business Applications

Dynamics 365 Customer Service Functional Consultant Associate

Dynamics 365

Microsoft Dynamics 365 & Power Platform Solutions

Audience Profile

Built for these roles

A Dynamics 365 Customer Engagement Functional Consultant is responsible for performing discovery, capturing requirements, engaging subject matter experts and stakeholders, translating requirements, and configuring the solution and applications. The Functional Consultant implements a solution using out of the box capabilities, codeless extensibility, application and service integrations.

Overview

Executive overview

As a candidate for this certification, you're a functional consultant with customer service expertise.

Program Outcomes

Capabilities your teams will gain

Manage cases in Customer Service

Configure representative experience and routing

Extend Customer Service

Curriculum

Curriculum roadmap

Manage cases in Customer Service

Configure representative experience and routing

Extend Customer Service

Module 1

Work with cases in Dynamics 365 Customer Service

This learning path focuses on Case Management capabilities of Dynamics 365 Customer Service including options for creating cases, managing the case resolution process, working with case hierarchies and merging similar cases. Queues can be used to maintain and manage case workloads for customer service agents.

Get started with Dynamics 365 Customer Service
Managing cases with Dynamics 365 Customer Service Hub
Manage cases with Dynamics 365 Customer Service workspace
Use Microsoft Dynamics 365 Customer Service queues to manage case workloads
Service representative collaboration in Dynamics 365 Customer Service
Configure Copilot in Dynamics 365 Customer Service
Create or update records automatically in Customer Service Hub

Module 2

Work with entitlements and service level agreements in Dynamics 365 Customer Service

This learning path focuses on working with entitlements and service level agreements in Microsoft Dynamics 365 Customer Service.

Work with service-level agreements in Dynamics 365 Customer Service
Create and manage entitlements in Microsoft Dynamics 365 Customer Service

Module 3

Work with Knowledge Management Solutions in Dynamics 365 Customer Service

This learning path focuses on working with Knowledge Management Solutions in Microsoft Dynamics 365 Customer Service.

Configure knowledge management in Dynamics 365 Customer Service and Contact Center
Search and filter knowledge articles by using Dynamics 365 Customer Service
Use knowledge articles to resolve Dynamics 365 Customer Service cases

Module 4

Help service reps be more productive in Dynamics 365 Customer Service

Do you want to improve your service representative's productivity? This path discusses options to help service reps be more productive when using the Customer Service app.

Create custom experiences for service representatives with agent experience profiles in Customer Service
Enhance representative productivity with Customer Service workspace
Manage cases with Dynamics 365 Customer Service workspace
Enhance service representative productivity and personalization in Omnichannel for Customer Service
Enhance service representative productivity and personalization in Customer Service Hub
Get started with Dynamics 365 Productivity Tools
Create smart assist solutions in Contact Center for Dynamics 365 Customer Service

Module 5

Route and distribute work in Dynamics 365 Customer Service

This learning path describes how to route and distribute work using unified routing in Dynamics 365 Customer Service.

Get started with unified routing for Dynamics 365 Customer Service
Route and distribute work with unified routing in Dynamics 365 Customer Service
Use skill-based routing in Dynamics 365 Customer Service
Entity record routing with Omnichannel for Dynamics 365 Customer Service

Module 6

Connect and engage with customers with Omnichannel for Dynamics 365 Customer Service

Developing and deploying true omnichannel solutions are critical to the success of any organization that provides customer service to its customers. By ensuring the unified and contextual experience regardless of the channel used, organizations can increase customer satisfaction, resolve issues faster, and increase revenue. With Dynamics 365’s Omnichannel for Customer Service solution, organizations deploy a true Omnichannel solution that exists inside the Dynamics 365 organization that they use every day.

Get started with Omnichannel for Customer Service
Deploy chat widgets with Omnichannel for Dynamics 365 Customer Service
Deploy a Voice channel in Dynamics 365 Customer Service
Deploy an SMS channel in Omnichannel for Dynamics 365 Customer Service
Deploy social messaging channels in Omnichannel for Dynamics 365 Customer Service
Set up Apple Message for Business and Google Business Messages as channels in Dynamics 365 Customer Service
Integrate an agent for Contact Center and Dynamics 365 Customer Service

Module 7

Create surveys with Dynamics 365 Customer Voice

Learn how to create and send surveys with Dynamics 365 Customer Voice

Create a survey project with Dynamics 365 Customer Voice
Create customer surveys with Dynamics 365 Customer Voice
Send Dynamics 365 Customer Voice surveys
Automate Dynamics 365 Customer Voice surveys with Power Automate
Embed surveys in your website with Dynamics 365 Customer Voice
Create customer Power BI reports in Dynamics 365 Customer Voice

Module 8

Get started with Dynamics 365 Customer Service scheduling

Do you need to schedule staff and other resources to service customers? This learning path discusses how to configure and use Customer Service scheduling.

Set up Customer Service scheduling
Schedule services with Customer Service scheduling

Module 9

Work with Customer Service Insights

Learn how to configure and work with Customer Service Insights.

Get started with Customer Service Insights
Create visualizations for Dynamics 365 Customer Service

Delivery Models

Delivery models

Virtual ILTOnsiteHybridExecutive WorkshopBootcampWeekend

Engagement Fit

Engagement fit

Certification readinessImplementation-focused labsPrivate cohort deliveryIntermediate practitioner depth

Enterprise Customization

Enterprise customization

Tailor this program to your organization's priorities: Builds current Microsoft credential readiness for Dynamics 365 Customer Service Functional Consultant Associate using the official Microsoft Learn skill outline.

•Align labs to your Microsoft tenant and workload scenarios
•Add readiness checks and exam preparation reviews
•Extend delivery with role-specific implementation workshops

Credentials

Certification & official source

•Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate

Aligned to the official Microsoft Learn course and learning path for this program.

View Official Microsoft Learn Page

Resources

Program resources

Yes. Most enterprise clients prefer private delivery scoped to role mix, timezone, and rollout timeline. We align lab environments and scenarios to your tenant context where applicable.

Program brief (PDF)View Official Microsoft Learn Page

Enterprise Proof

Trusted delivery outcomes

“The Microsoft Fabric implementation program gave our data engineering team a structured path from legacy pipelines to a modern lakehouse architecture.”

“We needed a partner who understood both the technical depth of Azure OpenAI and the governance requirements of an enterprise.”

Retail & E-commerce

Representative Retail Analytics Team

Instead of treating reporting as a tooling issue alone, the work focused on consistency, governance, and shared delivery practices across analysts and engineering teams.

Higher consistency in report design practices
Improved collaboration between analysts and engineering teams

Read engagement

Delivery Capability

Enterprise-grade instruction

View delivery capability profile

MCT-led delivery

Programs led by Microsoft Certified Trainer practitioners

Enterprise program oversight

Founder-led specialist delivery with structured rollout planning

Global delivery

APAC · EMEA · Americas · Virtual & Onsite

Implementation-focused

Hands-on labs aligned to production scenarios

Plan delivery