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Certification
Improve business processes for customer service functions, such as automatic case creation and queue management with Microsoft Dynamics 365 Customer Service.
Level
Product
Subject
Renewal Frequency
Last Updated
As a candidate for this certification, you’re a functional consultant with customer service expertise. You’re responsible for implementing solutions that focus upon:
You design and implement service management processes and automation in collaboration with solution architects and developers. You coordinate with customer engagement administrators to implement and upgrade customer service components including:
You must have strong applied knowledge of customer service, including in-depth understanding of cases, knowledge management, queues, service scheduling, service-level agreements (SLAs), Microsoft Copilot Studio, Customer Service applications, Customer Voice, basic and unified routing, and Contact Center.
As a functional consultant, your knowledge should include:
Practice Assessment
Assess your knowledge
Practice assessments provide you with an overview of the style, wording, and difficulty of the questions you're likely to experience on the exam. Through these assessments, you're able to assess your readiness, determine where additional preparation is needed, and fill knowledge gaps bringing you one step closer to the likelihood of passing your exam.
Take the practice assessmentPrevious attempts
See reports of your previous attempts.
Exam Sandbox
Experience demo
Experience the look and feel of the exam before taking it. You'll be able to interact with different question types in the same user interface you'll use during the exam.
You will have 100 minutes to complete this assessment.
Exam policy
This exam will be proctored, and is not open book. You may have interactive components to complete as part of this exam. To learn more about exam duration and experience, visit: Exam duration and exam experience.
If you fail a certification exam, don’t worry. You can retake it 24 hours after the first attempt. For subsequent retakes, the amount of time varies. For full details, visit: Exam retake policy.
Need accommodations?
We offer a variety of accommodations to support you.
This exam is offered in the following languages:
English, German, French, Spanish, Portuguese (Brazil), Italian, Japanese, Chinese (Simplified)
Schedule through Pearson Vue
Schedule exam
Price based on the country or region in which the exam is proctored.
Do you know that Microsoft role-based and specialty certifications expire unless they are renewed? Learn the latest updates to the technology for your job role and renew your certification at no cost by passing an online assessment on Microsoft Learn.
Learn more about renewingFocus your studies as you prepare for the exam. Review the study guide to learn about the topics the exam covers, updates, and additional resources.
Check out an overview of fundamentals, role-based, and specialty certifications.
Boost your odds of success with this great offer.
Get help through Microsoft Credentials support forums. A forum moderator will respond in one business day, Monday–Friday.
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