Return to 
Contact Us
Improve business processes for customer service functions, such as automatic case creation and queue management with Microsoft Dynamics 365 Customer Service.
Microsoft Dynamics 365 Customer Service Functional Consultant
Microsoft Dynamics 365 Customer Service offers any organisation an opportunity for customer success.
Microsoft Dynamics 365 Customer Service offers any organisation an opportunity for customer success. Using tools such as automatic case creation and queue management frees up your time to dedicate it where you can have a greater impact, directly with your customers.
From creating cases to interacting with customers to resolving those cases, learn from data analysis the key details to help you resolve similar cases faster or avoid new issues altogether.
Module 1: Work with cases in Dynamics 365 Customer Service
Module 2: Work with entitlements and service level agreements in Dynamics 365 Customer Service
Module 3: Work with Knowledge Management Solutions in Dynamics 365 Customer Service
Module 4: Help service reps be more productive in Dynamics 365 Customer Service
Module 5: Route and distribute work in Dynamics 365 Customer Service
Module 6: Connect and engage with customers with Omnichannel for Dynamics 365 Customer Service
Module 7: Create surveys with Dynamics 365 Customer Voice
By the end of the course you should have:
As a candidate for this certification, you’re a functional consultant with customer service expertise. You’re responsible for implementing solutions that focus upon:
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:
You must have strong applied knowledge of customer service, including in-depth understanding of cases, knowledge management, queues, service scheduling, service-level agreements (SLAs), Microsoft Copilot Studio, Customer Service applications, Customer Voice, basic and unified routing, and Contact Center.
This course is designed for functional consultants working with Dynamics 365 Customer Service, or functional consultants who work with other Dynamics 365 apps who want to expand their knowledge of Customer Service.
A Dynamics 365 Customer Engagement Functional Consultant is responsible for performing discovery, capturing requirements, engaging subject matter experts and stakeholders, translating requirements, and configuring the solution and applications. The Functional Consultant implements a solution using out of the box capabilities, codeless extensibility, application and service integrations.