Microsoft Dynamics 365 Customer Service Functional Consultant

 

• 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.
 

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.
 

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