Pass Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate Certification Exams in First Attempt Easily

Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate Certification Practice Test Questions, Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate Exam Practice Test Questions

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The Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification is designed to validate the knowledge and skills of the experienced functional consultants in building CX solutions that are agile and fast. These professionals will also be evaluated based on their ability to leverage AI in driving the actionable insights that predict the needs of the customers. To obtain this certificate, you must pass two exams, which are Microsoft PL-200 and Microsoft MB-230.

What should you know about this Microsoft certification?

This associate-level certification is aimed at the Functional Consultants. They are the professionals who leverage AI and build CX solutions to drive the actionable insights that deliver on the expectations of the customers. There are no formal prerequisites for obtaining this certificate. However, it is recommended that the potential candidates understand the domains of two exams that they are required to pass during the certification process.

What should you know about the prerequisite exams?

The Microsoft PL-200: Microsoft Power Platform Functional Consultant exam is designed to evaluate one’s skills in configuring common data services, creating apps through the use of Power Apps, creating and managing Power Automate, implementing Power Virtual Agents chatbots, and integrating Power Apps with other services and apps. The second test, Microsoft MB-230: Microsoft Dynamics 365 Customer Service, is created to measure the candidates’ competence in managing cases, queues, service-level agreements, and entitlements, implementing schedules, and implementing Omnichannel for the Customer Service.

Each exam costs $165 for a single delivery, and the applicants can schedule their tests on the Pearson VUE platform. You will have 150 minutes for each exam to deal with about 60 questions. The various question formats may be expected during the delivery of any of these tests. These include drag and drop, multiple choice, build list, and case studies, among others. They are only available in English and can be taken as a proctored delivery option or at any of the Pearson VUE testing centers across the world.

Each exam has a certain list of topics that you need to master in order to get the certification. Thus, you should learn the following:

Microsoft PL-200: Exam Topics

This exam covers five sections focusing on a range of subtopics and components. The highlights of these topics are as follows:

Configuring the Common Data Service (25-30%)

• Manage existing data models: this area requires one’s skills in configuring entity ownership; assigning the types for entities, including standard, virtual, or activity; creating new entities or modifying existing ones; creating options of keys for entities; creating new fields or modifying existing fields; configuring entity properties and entity-relationship behaviors such as cascading rules;
• Create & manage processes: the candidates will be measured based on their ability to define the prerequisites for business rules; describe and implement the business rule logic; describe scopes for business rules; configure and measure business rules; configure synchronous classic workflow;
• Configure Common Data Service Settings: this domain covers your skills in configuring Relevance Search; configuring auditing; performing data management tasks; configuring duplicate detection settings;
• Configure security settings: this objective covers competence in creating and managing business units, security roles, users and teams, field security profiles, and configuring hierarchy security.

Creating Apps with the Use of Power Apps (20-25%)

• Create model-driven applications: this section comes with the skills in creating and configuring forms, views, charts, and dashboards; configuring site maps; sharing model-driven apps; choosing applicable assets for the app, such as entities, views, forms, charts, dashboards, etc;
• Create canvas apps: the skills to be measured in this area include creating a canvas app; configuring the Common Data Service as the data source for an app; creating canvas app screens; testing monitoring and sharing apps; configuring offline capabilities for apps; building reusable components and their libraries; interpreting App Checker results and resolving identified concerns;
• Create portal apps: this subject area requires the individuals’ competence in creating a portal app; exposing Common Data Service data; configuring portal web pages, navigation, and forms, among others.

Creating & Managing Power Automate (15-20%)

• Create flows: the students should have the capacity to explain flow types and flow components; use Common Data Service connectors to trigger a flow and use the same to run actions; implement the logic control, dynamic expressions, and content; activate and deactivate the flows; interpret the flow analytic data;
• Create & manage business process flows: this domain covers the learners’ skills in configuring business process flows; adding business rules, action steps, and workflows to business process flow; defining stages and steps; managing business process flow entities for business process flows; configuring parallel branches;
• Build UI flows: this area requires the skills in explaining the UI flow types; identifying use cases for the UI flows; distinguishing between unattended and attended UI lows; recording business process tasks.

Implementing Power Virtual Agents Chatbots (10-15%)

• Create chatbots: the potential candidates need to demonstrate competence in assigning chatbots to environments; publishing and sharing chatbots; adding chatbots to Teams & other channels; monitoring and diagnosing bot usage, performance, and topic usage;
• Configure topics: this module covers the skills of the test takers in topic conversation triggers; questions, conditions, and messages creation; web page topics extraction; greetings, error messages, statuses, and escalations implementation;
• Configure entities: the individuals should have the skills in creating custom entities as well as implementing them in conversations, and variables to store data.

Integrating Power Apps with Other Apps & Services (15-20%)

• Integrate Power BI with Power Apps: this subject area requires your competence in creating Power BI visualization, filtering data, creating data flow, and scheduling data flow runs; building dashboards and reports; adding Power BU titles to canvas app and model-driven apps;
• Implement AI Builder: the skills to be measured include the usage of the AI Builder model type; creating AI Builder models; consuming a model with the use of Power Apps and Power Automate; preparing source data to be used by models;
• Integrating Power Apps with Microsoft 365: this domain covers competence in configuring app policies; creating Teams apps from Power Apps app; configuring and using Microsoft Word & Microsoft Excel templates.

Microsoft MB-320: Exam Topics

This is the second exam that the candidates have to pass to get the associate-level certification. The highlights of the topics are as follows:

Managing Cases & Knowledge Management (20-25%)

• Create & manage cases;
• Configure & automate cases;
• Implement knowledge management;

Managing Queues, SLAs, and Entitlements (15-20%)

• Create & manage queues;
• Create & manage entitlements;
• Create & manage Service-Level Agreements.

Implementing Scheduling (10-15%)

• Manage resources;
• Manage services.

Implementing Omnichannel for Customer Service (30-35%)

• Deploy Omnichannel for the Customer Service;
• Implement Power Virtual Agents;
• Manage channels;
• Distribute work;
• Configure agent experiences;
• Configure supervisor experiences.

Managing Analytics (10-15%)

• Configure the Customer Service Insights;
• Create & configure visualizations.

What career benefits are associated with this Microsoft certification?

Although this Microsoft certification is related to the associate-level path, the certified professionals have a wide range of job opportunities to explore after having it. Some job roles that these specialists can pursue include a Microsoft Dynamics 365 Functional Consultant, a Training Consultant, a Senior Solution Consultant, and a Microsoft Dynamics 365 Solution Architect. The salary outlook for these positions is an average of $78,000 per annum.

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