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Dynamics 365 Customer Service Functional Consultant
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4.4 ( 2350 Ratings)
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.
Overview
The Syllabus
Curriculum Designed by Experts
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
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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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Why Radical Technologies
Live Online Training
Highly practical oriented training
Installation of Software On your System
24/7 Email and Phone Support
100% Placement Assistance until you get placed
Global Certification Preparation
Trainer Student Interactive Portal
Assignments and Projects Guided by Mentors
And Many More Features
Course completion certificate and Global Certifications are part of our all Master Program
Live Classroom Training
Weekend / Weekdays / Morning / Evening Batches
80:20 Practical and Theory Ratio
Real-life Case Studies
Easy Coverup if you missed any sessions
PSI | Kryterion | Redhat Test Centers
Life Time Video Classroom Access ( coming soon )
Resume Preparations and Mock Interviews
And Many More Features
Course completion certificate and Global Certifications are part of our all Master Program
Self Paced Training
Self Paced Learning
Learn 300+ Courses at Your Own Time
50000+ Satisfied Learners
Course Completion Certificate
Practical Labs Available
Mentor Support Available
Doubt Clearing Session Available
Attend Our Virtual Job Fair
10% Discounted Global Certification
Course completion certificate and Global Certifications are part of our all Master Program
Like the Curriculum ? Let's Get Started
Global Certification
Radical Technologies is the leading IT certification institute in Kochi, offering a wide range of globally recognized certifications across various domains. With expert trainers and comprehensive course materials, it ensures that students gain in-depth knowledge and hands-on experience to excel in their careers. The institute’s certification programs are tailored to meet industry standards, helping professionals enhance their skillsets and boost their career prospects. From cloud technologies to data science, Radical Technologies covers it all, empowering individuals to stay ahead in the ever-evolving tech landscape. Achieve your professional goals with certifications that matter.
Online Classroom PREFERRED
- Live Classes from IIT Faculty & Industry Experts
- Certification from IHUB IIT Roorkee
- Career Services (Mock Interviews, Resume Preparation)
- Placement Assistance upon clearing PRT
- Dedicated Learning Manage
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 personalized 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. Join us and let your journey to a successful future begin with the right support.
At Radical Technologies, we ensure you’re ready to shine in any interview. Our comprehensive Interview Preparation program includes mock interviews, expert feedback, and tailored coaching sessions to build your confidence. Learn how to effectively communicate your skills, handle technical questions, and make a lasting impression on potential employers. With our guidance, you’ll walk into your interviews prepared and poised for success.
At Radical Technologies, we believe that a strong professional profile is key to standing out in the competitive IT industry. Our Profile Building services are designed to highlight your unique skills and experiences, crafting a resume and LinkedIn profile that resonate with employers. From tailored advice on showcasing your strengths to tips on optimizing your online presence, we provide the tools you need to make a lasting impression. Let us help you build a profile that opens doors to your dream career.
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Dynamics 365 Customer Service Functional Consultant Course Certification with Training in Kochi
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