Candidates who aspire to become certified Customer Engagement specialists must understand how customer engagement apps, especially those for Dynamics 365, can be used to unify profiles and personalized customer activity by using the app’s insight features.
Each exam candidate must have a solid understanding of how to assist users throughout the sales order lifecycle using Dynamics 365 Sales. Equally important is their ability to manage all case details through the total lifecycle via Dynamics 365 Customer Service. They will also be tested on their proficiency in scheduling and completing work orders through Dynamics 365 Field Service.
The exam evaluates specific skills to showcase each candidate’s unique skill set. It measures their ability to describe Dynamics 365 Customer Insights, Sales, Field Service, and Customer Service equally. Candidates are also tasked with exploring the core capabilities of customer engagement apps in Dynamics 365.
Microsoft offers training programs to help prepare candidates for the exam. For instance, they could explore the core capabilities of Dynamics 365 customer engagement apps or the fundamentals of Dynamics 365 Customer Insights. The company also makes practice assessments available, which provide candidates with a general overview of the wording, style, and difficulty of each section of questions that are likely to appear on the exam. Candidates can assess their readiness and decide whether they need more preparation. The assessments enable them to fill any gaps in knowledge that can take them a step closer to the likelihood of attaining certification.
The 45-minute exam will be proctored and is a closed-book exam. The exam may have interactive components. If the first attempt is not passed, it can be retaken after 24 hours. Subsequent retakes entail variations in the time allotted for completion. Microsoft does offer training and study materials that can be a tremendous help in exam preparation.
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