Dynamics 365 Customer Service Functional Consultant Associate

Functional Consultant

• As a candidate for this certification, you’re a functional consultant with customer service expertise. You’re responsible for implementing solutions that focus upon: Customer service Quality Reliability Efficiency Customer satisfaction 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: Omnichannel engagement Collaboration Knowledge management Customer feedback Connected services You must have strong applied knowledge of customer service including in-depth understanding of cases, knowledge management, queues, entitlements, resource scheduling, service-level agreements (SLAs), AI insights and visualizations, connected services, Microsoft Copilot Studio, Customer Service applications, Customer Voice, basic and unified routing, and Omnichannel for Customer Service. As a functional consultant, your knowledge should include: Comprehensive understanding of the customer service application's role in relationship to the Dynamics 365 suite of apps. Basic understanding of the solution architecture.

Certification