The content of this exam was updated on October 15, 2021. Please download the skills measured document below to see what changed.NOTE: Passing score: 700. Learn more about exam scores here.A Microsoft Dynamics 365 Customer Service Functional Consultant is responsible for implementing omnichannel solutions that focus on service, quality, reliability, efficiency, and customer satisfaction.This professional implements and designs service management visualizations and reports provided by and in collaboration with the solution architect. They collaborate with the customer engagement administrator to implement and upgrade Microsoft Power Platform components, including knowledge management, customer feedback, and connected services.A Dynamics 365 Customer Service Functional Consultant must have strong applied knowledge of customer service, including an understanding of industry terminology, priorities, standards, methodologies, customer service operations, and best practices. The functional consultant with customer service expertise also needs deep, practical experience and knowledge of how to meet user needs through Dynamics 365 Customer Service, including in-depth understanding of cases, knowledge management, queues, entitlements, resource scheduling, Service Level Agreements (SLAs), visualizations, connected services, the Customer Service Insights Add-in for Microsoft Dynamics 365 Customer Service, Power Virtual Agents, and Omnichannel for Customer Service. The functional consultant’s knowledge 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.
Course Content
Course Includes
- 5 Learning Paths
- 19 Modules
- Course Certificate
