Description
Candidates for this exam are Dynamics 365 functional consultants with customer service expertise. Candidates are responsible for implementing omnichannel solutions that focus upon 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 Dynamics 365 administrator to implement and upgrade Power platform components, including knowledge base and Forms Pro.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 include a comprehensive understanding of the Customer Service application's role in relationship to the Dynamics 365 suite of applications along with a basic understanding of the solution architecture and quality assurance.
Adaptive Test Technology
We use our proprietary Adaptive Test Tech™ which adapts the questioning sequence and complexity based on the success of the questions attempted.
60
Questions
90 min
Duration
346
Question pool
Skills measured
- Manage cases and the knowledge base 30%
- Manage entitlements and SLAs 10%
- Perform configuration 10%
- Implement multi-session experiences for Customer Service 25%
- Manage analytics and insights 15%
- Implement Microsoft Power Platform 10%
- Implement Connected Customer Service 10%
- Implement routing 10%