This exam is for the Microsoft Dynamics 365 Customer Service Functional Consultant role and the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification. Candidates for this exam are Dynamics 365 functional consultant with customer service expertise. Candidates are responsible for implementing omnichannel solutions that focus upon service, quality, reliability, efficiency, and customer satisfaction. Candidates design and implement service management visualizations and reports provided by and in collaboration with the Solution Architect. Candidates collaborate with the Dynamics 365 administrator to implement and upgrade Power platform components, including knowledge base and Forms Pro.
Candidates must have strong applied knowledge meeting user needs through the Dynamics 365 Customer Service, including in-depth understanding of cases, knowledge base, queues, entitlements, Service Level Agreements (SLAs), visualizations, and Unified Service Desk. Candidates should understand industry terminology, priorities, standards, methodologies, customer service operations, and best practices. Candidates should include a comprehensive understanding of the Customer Service application’s role in relationship to the Dynamics 365 suite of applications along with a basic understanding of the solution architecture and quality assurance.