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Microsoft Dynamics 365 Customer Service Functional Consultant

Price
165 USD
Not Applicable
LQEX-MOC-MB-230
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Course Description

Overview

This exam measures your ability to accomplish the following technical tasks: manage cases and knowledge management; manage queues, entitlements, and service-level agreements; implement scheduling; implement Omnichannel for Customer Service; manage analytics and insights; implement Customer Service workspaces; implement Microsoft Power Platform; and implement Connected Customer Service.

Passing score: 700
 

Objectives


 

Audience

  • Candidates for this exam are functional consultants with customer service expertise. They are responsible for implementing solutions that focus upon customer service, quality, reliability, efficiency, and customer satisfaction.
Candidates design and implement service management processes and automation in collaboration with solution architects. Candidates coordinate with customer engagement administrators to implement and upgrade customer service components including omnichannel, collaboration, knowledge management, customer feedback, and connected services.
 

Prerequisites

    Candidates must have strong applied knowledge of customer service including in-depth understanding of cases, knowledge management, queues, entitlements, resource scheduling, service- level agreements (SLAs), visualizations, connected services, Power Virtual Agents, Customer Service workspaces, Customer Voice, basic and unified routing, 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 apps along with a basic understanding of the solution architecture and quality assurance.
     

Topics

Manage cases and Knowledge Management (25–30%) Create and manage cases
  • Configure cases
  • Manage cases
  • Create and search for case records
  • Convert activities to cases
  • Perform case resolution
  • Implement parent/child cases
  • Merge cases
  • Set autonumbering for customer service entities
Define and configure foundational Customer Service components
  • Implement Advanced Similarity rules
  • Implement record creation and update rules
  • Configure the Case Resolution form
  • Configure Status Reason transitions
  • Configure business process flows
  • Configure categories and subjects
  • Configure document management
  • Configure basic and enhanced Teams integration
Create and administer Knowledge Management
  • Configure the Knowledge Search capabilities
  • Use Knowledge articles to resolve cases
  • Manage the Knowledge article lifecycle
  • Manage Knowledge article content and templates
  • Configure tables for Knowledge management
  • Convert cases to knowledge articles
  • Enable AI suggested Descriptions and Keywords
Capture customer feedback by using Customer Voice
  • Create a survey
  • Describe survey elements including question types
  • Apply formatting and branding to a survey
  • Trigger distribution of a survey
  • Describe and analyze survey results including CSAT and Net Promoter Score (NPS)
Manage entitlements and SLAs (5–10%) Create and manage entitlements
  • Configure and apply entitlements
  • Define and create entitlements including products, channels, contacts, allocations, and servicelevel agreements
  • Manage entitlement templates
  • Activate and deactivate entitlements
  • Renew or cancel an entitlement
Create and manage SLAs
  • Define and create service-level agreements (SLAs)
  • Configure SLA settings
  • Configure a holiday schedule
  • Configure a customer service schedule
  • Implement actions by using Power Automate
  • Manage cases that are associated with SLAs
  • Manually apply an SLA
  • Create and manage SLA items including KPIs, warning actions, success actions, and applicability
Implement scheduling (5–10%) Manage resources
  • Define business closures
  • Configure organizational units
  • Configure resources
  • Configure work hours
  • Configure facilities and equipment
  • Configure resource categories and characteristics
Manage services
  • Define services
  • Schedule a service activity
  • Configure fulfillment preferences
Implement multi-session experiences for Customer Service (20–25%) Deploy Omnichannel for Customer Service
  • Provision Omnichannel for Customer Service
  • Configure application settings including data masking, operating hours, authentication settings, self-service settings, and sentiment analysis
  • Configure work streams
  • Configure routing values
  • Implement context variables
  • Implement security roles for omnichannel
Manage channels
  • Configure channels
  • Enable the chat widget on websites
  • Configure pre-chat surveys
  • Configure proactive chat
  • Configure the voice channel
Configure agent productivity tools
  • Configure quick replies
  • Configure agent scripts
  • Enable Smart Assist
  • Create macros
Configure agent workspaces
  • Configure notifications
  • Configure session templates
  • Create app profiles
  • Configure Agent Inbox
Manage analytics and insights (10–15%) Configure insights
  • Configure Customer Service historical analytics
  • Configure topic clustering
  • Configure Knowledge search analytics
Create and configure visualizations and reports
  • Configure tier 1 and tier 2 interactive dashboards
  • Design and create customer service charts
  • Design reports by using the Report wizard
Configure Omnichannel Insights
  • Configure Omnichannel Insights dashboard
  • Configure intraday insights
  • Customize KPIs for intraday insights
  • Enable sentiment analysis
Implement Microsoft Power Platform (5–10%) Configure model-driven apps
  • Create and configure forms
  • Create and configure views
  • Configure site maps
Create custom apps
  • Create task-specific canvas apps and custom pages
  • Embed apps in Dynamics 365 Customer Service
  • Create a custom portal to support customer service processes
Implement Power Virtual Agents with Dynamics 365 Customer Service
  • Describe Power Virtual Agents components and concepts
  • Integrate Power Virtual Agents with Dynamics 365 Customer Service
  • Escalate conversations to a live agent
  • Create and manage bots including chat and voice
  • Implement Power Virtual Agents as a post-call survey
Implement Connected Customer Service (5–10%) Describe Connected Customer Service
  • Describe IoT components
  • Identify use cases for Connected Customer Service
  • Configure Power Automate rules to create IoT Alerts from IoT Central
  • Configure security roles for Connected Customer Service
Describe device management options
  • Manage IoT devices
  • Interact with IoT devices
Implement routing (5–10%) Configure routing
  • Configure work classification and assignments including rules
  • Configure user attributes including capacity profiles
  • Implement Basic Case Routing rules
  • Configure Routing Rulesets
  • Describe different unified routing options
  • Configure skills-based routing and Skills Finder
  • Configure diagnostics
Create and manage queues
  • Differentiate queue types
  • Configure queues
  • Add records to queues
  • Configure tables for queues
  • Perform queue operations including pick, release, remove, and delete operations
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