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.

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Duration of Training  :  40 hrs

Batch type  :  Weekdays/Weekends

Mode of Training  :  Classroom/Online/Corporate Training


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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)

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

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

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

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

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

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

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


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