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.