Microsoft Functional consultant - Dynamics 365

★★★★★

(2,095 ratings) 50,000+ Student

Dynamics 365 Customer Service Functional Consultant

The Dynamics 365 Customer Service Functional Consultant is a professional who specializes in configuring and customizing Microsoft Dynamics 365 Customer Service, a component of the Dynamics 365 suite designed for managing customer service and support operations. Obtaining relevant Microsoft certifications, such as the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification, can validate expertise in this role.

Radical Technologies

50,000+ English 40 hours Weekdays / Weekends Classroom / Online / Corporate

Online / Classroom

IT Training Programme

Duration 40 hours

Batch Type Weekdays / Weekends

Mode of Training Classroom / Online / Corporate

Locations Pune, Bangalore, Kochi

Language English

Certification Globally Recognized

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What you'll learn

Understand core concepts and architecture from the ground up

Get hands-on with the tools used by working professionals

Build real-world projects you can add to your portfolio

Learn industry best practices and coding standards

Practice with real datasets and real-world scenarios

Prepare for certification and technical interviews

Work on collaborative, team-based exercises

Apply performance tuning and optimization techniques

Understand how the technology fits into a larger ecosystem

Complete assignments reviewed by mentors

Programme Overview

8 sections covering the complete curriculum — a single, progressive learning arc.

40 hours

Training Duration

Core Modules

108

Total Lessons

4.6★

Average Rating

50K+

Students Trained

Foundations & Core Concepts

Get hands-on with the fundamentals and architecture — the building blocks for everything that follows.

Fundamentals Architecture Setup

Hands-On Practical Training

Work through real exercises and assignments designed to mirror what you will do on the job.

Practicals Assignments Labs

Real-World Projects

Apply what you have learned to end-to-end projects that go straight into your portfolio.

Projects Portfolio Case Studies

Advanced Techniques

Go beyond the basics with advanced concepts, integrations and production-grade practices.

Advanced Integration Best Practices

Ecosystem Integration

Understand how this technology connects with the broader tools and platforms used in the industry.

Ecosystem Tools Platforms

Performance & Interview Prep

Master optimization techniques and prepare for the technical interview questions employers actually ask.

Optimization Interview Prep Certification

Who is this programme for?

Whether you're already writing code, working with data, or supporting applications today — this programme is built to take you into a Microsoft Functional consultant - Dynamics 365 role.

Software Developers

Engineers who want to add this skill set to their toolkit

Analysts & Consultants

Professionals moving into a more technical, hands-on role

IT Professionals

System admins and support engineers upskilling into a new domain

Fresh Graduates

CS/IT graduates aiming for a job-ready technical role

Course Curriculum

8 sections • 108 lessons • 40 hours

Jump to Section

Total Duration

40 hours

100% Practical · Unlimited Doubt Sessions

01 Manage cases and knowledge management

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)

02 Manage entitlements and SLAs

Create and manage entitlements

• Configure and apply entitlements

• Define and create entitlements including products, channels, contacts, allocations, and service-level 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

03 Implement scheduling

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

04 Implement multi-session experiences for Customer Service

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

05 Manage analytics and insights

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

06 Implement Microsoft Power Platform

Configure model-driven apps

• Create and configure forms

• Create and configure views

• Configure site maps

Create custom apps Implement Power Virtual Agents with Dynamics 365 Customer Service

• Create task-specific canvas apps and custom pages

• Embed apps in Dynamics 365 Customer Service

• Create a custom portal to support customer service processes

• 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

07 Implement Connected Customer Service

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

08 Implement routing

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

Tools & Technologies

Every tool listed here is installed, configured and used in a hands-on lab session.

Core Tools

Hands-On Labs

Practical Environment

Industry-Standard Tools

Real-World Setup

Guided Exercises

Skill Building

Sample Datasets

Practice Material

Practice & Projects

Mini Projects

Applied Practice

Assignments

Mentor Reviewed

Doubt Sessions

Live Support

Career Readiness

Resume Building

Career Support

Mock Interviews

Interview Prep

Certification Prep

Global Recognition

Deployment & Delivery

Production Practices

Real-World Ready

Best Practices

Industry Standards

108+

Hands-On Lessons

Core Modules

40 hours

Training Duration

100%

Practical Training

You don't just learn Dynamics 365 Customer Service Functional Consultant. You ship it.

Three major projects, each mirroring how production teams actually work — from guided foundations to a portfolio-ready capstone.

PROJECT // 01

Guided Foundation Project

→Requirement Analysis

→Guided Implementation

→Mentor Review

→Iteration

Foundation Beginner

Apply the fundamentals in a structured, mentor-reviewed project

Take the core concepts from the first half of the curriculum and apply them to a realistic scenario, with guidance and feedback from your mentor at every step.

Structured project brief

Step-by-step implementation

Mentor feedback and review

Documented outcome

Stack Core Concepts Best Practices

PROJECT // 02

Applied Practice Project

→Scenario Design

→Independent Build

→Testing & Validation

→Peer Review

Applied Intermediate

Build a more independent project mirroring real production scenarios

Work through a project that combines multiple concepts from the curriculum, closer to how work is actually structured on the job — less hand-holding, more ownership.

End-to-end implementation

Testing and validation

Documentation

Peer/mentor review

Stack Applied Skills Testing

PROJECT // 03

Capstone Project

→Planning

→End-to-End Build

→Review & Refinement

→Presentation

Capstone Advanced

Take a project from requirements to a polished, portfolio-ready deliverable

Your final project — plan, build, test and present a complete solution using everything covered in the curriculum, reviewed by mentors before you graduate.

Complete working solution

Presentation-ready documentation

Mentor sign-off

Portfolio-ready deliverable

Stack Full Curriculum Portfolio

All 3 projects go directly into your portfolio & resume — reviewed by mentors before you graduate.

See Sample Project Reports

Upcoming Batches

No upcoming batches scheduled right now. Enquire to get notified.

Why Radical Technologies

Live Online Training

Highly practical oriented training
Installation support on your system
24/7 Email and Phone support
100% Placement Assistance
Global Certification Preparation
Trainer-Student Interactive Portal
Assignments and Projects by Mentors

Live Classroom Training

Weekend / Weekdays / Morning / Evening batches
80:20 Practical and Theory ratio
Real-life Case Studies
Easy make-up for missed sessions
PSI | Kryterion | Redhat Test Centers
Lifetime Video Classroom Access (coming soon)
Resume Prep and Mock Interviews

Self-Paced Training

Learn 300+ courses at your own time
50,000+ Satisfied Learners
Course Completion Certificate
Practical Labs available
Mentor Support available
Doubt Clearing Session available
10% Discounted Global Certification

Like the Curriculum? Let's Get Started

Join 50,000+ students already enrolled at Radical Technologies

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Global Certification

Radical Technologies is the leading IT certification institute in Pune, offering globally recognized certifications across various domains. With expert trainers and comprehensive materials, we ensure students gain in-depth knowledge and hands-on experience to excel in their careers. Our certification programs are tailored to meet industry standards — from cloud technologies to data science — empowering individuals to stay ahead in the ever-evolving tech landscape.

Career Services

At Radical Technologies, we are committed to your success beyond the classroom. Our 100% Job Assistance program ensures that you are not only equipped with industry-relevant skills but also guided through the job placement process. With personalised resume building, interview preparation, and access to our extensive network of hiring partners, we help you take the next step confidently into your IT career.

Career Support

Course Completed? Need next steps?

Need Interview Supports?

Need Job Assistance?

Came from any other Institute?

Join our Brush-up Session & get support until you find a job!

Get Started

Radical Learning Eco-System

Exam Simulator

Cloud SandBox

Hands-on Cloud Lab

Developer Coding Ground

Student Reviews

4.6★

Average learner rating

50K+

Students trained

30+

Hiring companies alumni work at

100%

Placement assistance

4.6

★★★★★

Course Rating

★★★★★

73%

★★★★☆

19%

★★★☆☆

★★☆☆☆

★☆☆☆☆

The Dynamics 365 Customer Service Functional Consultant Course in Bengaluru offered by this institute is top-notch. The instructors are knowledgeable and provide hands-on learning.

S Satisfied Student

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S Satisfied Student

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Frequently Asked Questions

15 questions about the Dynamics 365 Customer Service Functional Consultant course.

01 What is a Dynamics 365 Customer Service Functional Consultant?

A Dynamics 365 Customer Service Functional Consultant is a professional responsible for implementing, configuring, and optimizing Dynamics 365 Customer Service solutions. They help organizations streamline customer service processes, improve case management, and enhance customer satisfaction.

02 What are the key responsibilities of a Dynamics 365 Customer Service Functional Consultant?

Their responsibilities include configuring customer service workflows, setting up case and queue management, implementing knowledge bases, enabling omni-channel communication, and leveraging analytics for actionable insights.

03 What skills are required to become a Dynamics 365 Customer Service Functional Consultant?

Key skills include knowledge of Dynamics 365 Customer Service modules, CRM principles, workflow automation, AI integration, and strong analytical and problem-solving abilities.

04 How does Dynamics 365 improve customer service operations?

Dynamics 365 optimizes customer service operations by automating repetitive tasks, offering omni-channel communication, enabling real-time case tracking, and providing data-driven insights for better decision-making.

05 Can Dynamics 365 Customer Service Functional Consultants work remotely?

Yes, consultants can work remotely by leveraging Dynamics 365’s cloud-based platform, which allows them to configure and manage solutions virtually for businesses worldwide.

06 What industries benefit from Dynamics 365 Customer Service?

Industries such as retail, healthcare, financial services, manufacturing, and telecommunications use Dynamics 365 to improve customer service, resolve issues proactively, and drive customer loyalty.

07 How does Dynamics 365 enable omni-channel communication?

Dynamics 365 integrates multiple communication channels, including email, chat, phone, and social media, into a unified platform, ensuring seamless and consistent customer interactions.

08 Is Dynamics 365 customizable to suit specific business needs?

Yes, Dynamics 365 is highly customizable. Functional consultants can tailor workflows, dashboards, and features to align with specific business processes and goals.

09 What certifications are available for Dynamics 365 Customer Service Functional Consultants?

Microsoft offers the Dynamics 365 Customer Service Functional Consultant Associate certification, validating expertise in configuring and implementing the platform.

10 How does Dynamics 365 use AI to enhance customer service?

Dynamics 365 integrates AI tools like virtual agents and sentiment analysis to predict customer needs, resolve issues proactively, and improve overall service quality.

11 What is the role of knowledge management in Dynamics 365 Customer Service?

Knowledge management involves creating a centralized repository of articles and FAQs, allowing service agents to access accurate information and deliver consistent support.

12 Can Dynamics 365 be integrated with other tools and systems?

Yes, Dynamics 365 integrates with ERP systems, third-party CRM platforms, and other Microsoft tools like Power BI and Outlook, creating a cohesive ecosystem.

13 What is Service Level Agreement (SLA) management in Dynamics 365?

SLA management involves setting and tracking response and resolution timelines for customer queries, ensuring compliance with service commitments and improving customer satisfaction.

14 What are the benefits of using Dynamics 365 for customer service?

Benefits include improved case resolution times, enhanced customer loyalty, increased agent productivity, real-time insights, and scalable solutions to meet growing business demands.

15 How can businesses ensure a successful Dynamics 365 implementation?

By hiring skilled Dynamics 365 Customer Service Functional Consultants, conducting thorough requirement analysis, providing proper training to users, and leveraging analytics to monitor progress, businesses can ensure a smooth and successful implementation.

Dynamics 365 Customer Service Functional Consultant Interview Questions

10 questions commonly asked in Dynamics 365 Customer Service Functional Consultant interviews.

01 Can you explain the process of configuring case management in Dynamics 365 Customer Service?
02 How do you enable and optimize omni-channel communication in Dynamics 365?
03 What steps would you take to customize workflows in Dynamics 365 to align with specific business requirements?
04 Describe a scenario where you implemented a knowledge base in Dynamics 365. What challenges did you face, and how did you overcome them?
05 How do you leverage Dynamics 365 analytics tools to generate actionable insights for customer service improvement?
06 What is your approach to configuring and managing Service Level Agreements (SLAs) within Dynamics 365 Customer Service?
07 How do you ensure a seamless integration of Dynamics 365 with other business tools and third-party systems?
08 Explain your experience with AI tools in Dynamics 365, such as virtual agents and sentiment analysis. How have you utilized them to enhance customer service?
09 What strategies do you use to manage user adoption and training during a Dynamics 365 Customer Service implementation?
10 Can you describe a complex project where you customized Dynamics 365 Customer Service for an industry-specific use case? What were the key outcomes?

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