The customer service team can either make or break a company’s reputation. With the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification, professionals can prove to employers that they can streamline response processes, enhance insight into customers, and monitor performance using Dynamics 365. This stands to improve the company’s handling of customer service and set the certified professional above all others vying for the position.
Exam Overview
This exam forms part of the requirements for the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification. The exam covers a complete understanding of the customer service role in relation to the Dynamics 365 app. Solution architecture understanding is also tested. Microsoft Power Platform, routing, scheduling, SLAs, Connected Customer Service, and entitlements are included on the exam.
Professional Responsibilities
Following certification, candidates will be advancing to specialized customer service positions. In these positions, they will be responsible for delivering quality, reliability, efficiency, and overall customer satisfaction.
Certified professionals should also be able to handle the designing and implementation of service management processes while working with solution developers or architects. The goal is to form a knowledgeable team that can help boost the overall delivery of customer service.
You will work with several customer service components, which may include omnichannel engagement and knowledge management. You’ll also be expected to utilize customer feedback, connected services, and collaboration with your fellow customer service team members.
Conclusion
Obtaining the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification illustrates a solid understanding of customer service principles. Whether you are brand new at the field or want to have a way to shine a light on your years of experience, the certification definitely positions you as an expert in this challenging field.
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