Candidates for this exam are Dynamics 365 Customer Engagement functional consultants with customer service expertise. Candidates are responsible for implementing omnichannel solutions that focus on service, quality, reliability, efficiency, and customer satisfaction.
Candidates design and implement service management visualizations and reports provided by, and in collaboration with, the Solution Architect. Candidates collaborate with the Customer Engagement administrator to implement and upgrade Power platform components, including knowledge base, and Voice of the Customer.
Candidates must have strong applied knowledge meeting user needs through the Dynamics 365 Customer Service, including in-depth understanding of cases, knowledge base, queues, entitlements, Service Level Agreements (SLAs), visualizations, and Unified Service Desk.
Candidates should understand industry terminology, priorities, standards, methodologies, customer service operations, and best practices. Candidates should have a comprehensive understanding of the Customer Service application's role in relationship to the Dynamics 365 suite of applications, as well as a basic understanding of the solution architecture and quality assurance.