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.
Important
The English language version of this certification will be updated on September 30, 2024. Review the study guide linked in the Certification resources section for details about upcoming changes.