Candidates for this exam are functional consultants with customer service expertise. They are responsible for implementing omnichannel solutions that focus upon service, quality, reliability, efficiency, and customer satisfaction.
Candidates design and implement service management processes in collaboration with solution architects. Candidates collaborate with customer engagement administrators to implement and upgrade customer service components including knowledge management, customer feedback, and connected services.
Candidates must have strong applied knowledge of customer service including in-depth understanding of cases, knowledge management, unified routing and queues, entitlements, resource scheduling, service- level agreements (SLAs), visualizations, connected services, Customer Service Insights, Power Virtual Agents, Customer Service workspaces, Customer Voice, 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%)
Manage entitlements and SLAs (5–10%)
Implement scheduling (5–10%)
Implement multi-session experiences for Customer Service (20–25%)
Manage analytics and insights (10–15%)
Implement Microsoft Power Platform (5–10%)
Implement Connected Customer Service (5–10%)
Implement routing (5–10%)