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Dynamics 365 Customer Service Functional Consultant
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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
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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Skills Covered
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Why Enroll for Dynamics 365 Customer Service Functional Consultant Course ?
In-Demand Skills
Learn in-demand skills with our "Dynamics 365 Customer Service Functional Consultant" training course! Gain expertise in streamlining customer service processes, managing cases, and enhancing customer satisfaction. Enroll now to elevate your career and unlock top job opportunities!
Career Opportunities
During the dynamics 365 Client Service Functional advisor course training, you can open up new professional prospects! Become a sought-after professional, skilled in enhancing customer experiences, configuring solutions, and streamlining workflows. Enroll now to shape your future!
Cloud Adoption
Enhance cloud adoption with the "The field of dynamics 365 Client Service Functional Advisor" training course! Master skills to implement cloud-based solutions, optimize customer interactions, and streamline operations. Enroll now to lead the digital transformation journey!
Scalability and Flexibility
Achieve scalability and flexibility with "Dynamics 365 Customer Service Functional Consultant" course training! Learn to design adaptable solutions, streamline customer service processes, and manage dynamic workflows. Enroll today to future-proof your career in this growing field!
Cost Management
Optimize cost management with "Dynamics 365 Customer Service Functional Consultant" course training! Learn to reduce operational expenses, implement efficient solutions, and maximize ROI. Enroll now to develop in-demand skills and drive cost-effective customer service strategies!
Security and Compliance
Ensure robust security and compliance with "The dynamics 365 Client Service Functional Advisor" training course.! Learn to implement secure solutions, adhere to regulatory standards, and protect customer data. Enroll today to build expertise in trusted customer service practices!
Course benefits
Who Can Apply for Red Hat Linux
- Information Architects and Statisticians
- Developers looking to master Machine Learning and Predictive Analytics
- Big Data, Business Analysis, Business Intelligence, and Software Engineering Professionals
- Aspirants who are looking to work as Machine Learning Experts, Data Scientists, etc.
- Anyone who wants to learn machine learning, artificial intelligence, data visualization, data analytics, data structures, and algorithms (DSA).
Why Dynamics 365 Customer Service Functional Consultant Course ?
Scalability
Achieve unmatched scalability with "Dynamics 365 Customer Service Functional Consultant" course training! Learn to design scalable customer service solutions, handle growing demands, and enhance efficiency. Enroll now to gain expertise in dynamic and scalable service management!
Flexibility
Gain flexibility with the "Dynamics 365 Customer Service Functional Consultant" course instruction! Master adaptable tools to customize workflows, meet diverse customer needs, and optimize service delivery. Enroll now to build a versatile skill set and advance your career!
Hybrid Capabilities
Enhance hybrid capabilities with "Dynamics 365 Customer Service Functional Consultant" course training! Learn to integrate cloud and on-premises solutions, streamline operations, and deliver seamless customer experiences. Enroll now to excel in hybrid service environments!
Security and Compliance
Master security and compliance with the "Dynamics 365 Customer Service Functional Consultant" training course. Learn to safeguard data, streamline customer interactions, and ensure regulatory adherence. Empower your skills with real-world solutions, driving trust and efficiency in customer service.
Cost-Effectiveness
Achieve cost-effectiveness with "Dynamics 365 Customer Service Functional Consultant" course training. Optimize resources, reduce overhead, and enhance customer satisfaction. Gain in-demand skills to streamline operations and ensure ROI while building a strong foundation in customer service excellence.
Innovation
Accelerate innovation with the "Dynamics 365 Client Service Functional Advisor" training course. Master advanced tools to transform customer service, automate workflows, and create seamless experiences. Stay ahead in a dynamic industry with cutting-edge skills for impactful solutions.
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Global Certification
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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.
Red Hat Linux Course Projects
Infrastructure Provisioning
And Configuration Management
Implementing automated infrastructure provisioning and configuration management using Ansible. This may include setting up servers, networking devices, and other infrastructure components using playbooks and roles.
Applications Deployment
And Orchestration
Automating the deployment and orchestration of applications across development, testing, and production environments. This could involve deploying web servers, databases. middleware, and other application components using Ansible
Continuous Integration
And Continuous Deployment
Integrating Ansible into CI/CD pipelines to automate software. build, test, and deployment processes. This may include automating the creation of build artifacts, running tests, and deploying applications to various environments.
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Dynamics 365 Customer Service Functional Consultant Course FAQs
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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Dynamics 365 Customer Service Functional Consultant Course Interview Questions
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About Dynamics 365 Customer Service Functional Consultant Course Certification
A Dynamics 365 Customer Service Functional Consultant is a key professional who specializes in configuring, implementing, and optimizing Microsoft Dynamics 365 Customer Service solutions. Their expertise ensures businesses deliver superior customer service while maximizing operational efficiency.
Core Responsibilities
Customer Service Solution Configuration: Consultants configure Dynamics 365 to align with business goals, customizing workflows, dashboards, and interfaces to enhance usability.
Case and Queue Management: They streamline processes for case creation, assignment, and resolution, ensuring service agents can efficiently manage customer issues.
Designing Customer-Centric Workflows: By developing intuitive workflows, consultants ensure seamless communication between customers and service teams across various channels.
Omni-Channel Setup: Consultants implement and manage omni-channel solutions, enabling businesses to interact with customers via email, chat, phone, and social media.
Knowledge Base Management: Functional consultants establish and maintain centralized knowledge bases, enabling service agents to provide consistent and informed support.
Service Analytics and Reporting: They leverage the analytics tools in Dynamics 365 to generate reports that provide actionable insights, driving improvements in customer satisfaction and service efficiency.
Benefits of Dynamics 365 Customer Service Functional Consultants
- Improved Customer Retention: Enhanced support services foster loyalty.
- Increased Agent Productivity: Automation and intuitive tools empower agents to focus on complex tasks.
- Data-Driven Decisions: Analytics enable precise planning and strategy development.
- Scalability: Solutions can adapt to growing business needs and evolving customer expectations.
Key Skills for Functional Consultants
- Proficiency in Microsoft Dynamics 365 Customer Service modules.
- Strong understanding of CRM and customer engagement principles.
- Expertise in workflow design and business process automation.
- Knowledge of AI-driven tools for proactive service solutions.
- Analytical skills for deriving actionable insights from customer data.
Why Businesses Rely on Dynamics 365 Customer Service
This platform provides businesses with the ability to deliver personalized, efficient, and responsive customer service. By employing a Dynamics 365 Customer Service Functional Consultant, organizations can ensure seamless implementation and optimization, leading to enhanced service quality and operational success.
This role is integral to any business seeking to elevate its customer engagement and achieve measurable growth through technology-driven solutions.
Applications of Dynamics 365 Customer Service Functional Consultant Course
Dynamics 365 Customer Service Functional Consultants play a pivotal role in empowering businesses to deliver exceptional customer experiences. Leveraging the capabilities of Microsoft Dynamics 365, they optimize service delivery and customer engagement. Below are the key applications:
Streamlining Customer Interactions: Consultants design and implement efficient workflows to manage customer inquiries, ensuring timely and accurate responses.
Enhanced Case Management: They configure systems for effective case tracking, prioritization, and resolution, enabling faster problem-solving.
Omni-Channel Engagement: By setting up multi-channel communication platforms, consultants allow businesses to interact with customers via email, chat, phone, and social media seamlessly.
Knowledge Management: They create and maintain centralized knowledge bases, helping service agents access accurate information and deliver consistent support.
Customer Insights and Analytics: Dynamics 365 enables consultants to generate data-driven insights, improving decision-making and service personalization.
Automating Routine Tasks: Consultants use automation tools to streamline repetitive tasks like ticket generation, follow-ups, and updates, boosting efficiency.
Customizing Customer Portals: They design self-service portals, empowering customers to resolve issues independently, access FAQs, and monitor service status.
Integration with Other Tools: Dynamics 365 integrates with third-party applications like ERP and CRM, enabling consultants to build cohesive systems for enhanced operational efficiency.
Service Level Agreement (SLA) Management: Functional consultants configure SLA parameters to ensure that service commitments are met consistently.
Proactive Issue Resolution: Leveraging AI capabilities, consultants help businesses anticipate customer needs and resolve issues before they escalate.
These applications make Dynamics 365 Customer Service Functional Consultants integral to modern businesses seeking to enhance customer satisfaction, optimize operations, and drive growth.
Dynamics 365 Customer Service Functional Consultant Course Certification With Training In Bangalore
Radical Technologies is the premier institute offering comprehensive Dynamics 365 Customer Service Functional Consultant Course in Bengaluru. Renowned for its expert-led curriculum, we are committed to equipping professionals with the skills required to excel in the Dynamics 365 domain. Our Dynamics 365 Customer Service Functional Consultant Certification in Bengaluru is designed to provide industry-recognized credentials that enhance your career prospects.
We deliver hands-on Dynamics 365 Customer Service Functional Consultant Classes in Bengaluru, ensuring practical exposure and real-world application. As a trusted Dynamics 365 Customer Service Functional Consultant Institute in Bengaluru, we cater to individuals seeking advanced learning opportunities through structured classroom sessions and personalized guidance.
For working professionals, our tailored Dynamics 365 Customer Service Functional Consultant Corporate Training in Bengaluru focuses on organizational requirements and skill development. We also provide flexible Dynamics 365 Customer Service Functional Consultant Online Classes in Bengaluru, offering convenience and quality to learners who prefer virtual modes of study.
At Radical Technologies, our cutting-edge Dynamics 365 Customer Service Functional Consultant Online Course in Bengaluru and Online Training in Bengaluru are complemented by industry-aligned projects, preparing you for real-world challenges. With our Dynamics 365 Customer Service Functional Consultant Online Certification in Bengaluru, you can confidently step into the workforce with globally recognized expertise.
Join Radical Technologies Bengaluru to transform your career with world-class training in Dynamics 365 Customer Service Functional Consultant modules!
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