PROGRAM STANDARDS AND LEARNING OUTCOMES
Configure Service Management settings, Configure processes, Create and configure customer service visualizations, Create and manage cases Create and manage the knowledge base, Create and manage queues Create and manage entitlements, Create and manage SLAs, Create surveys, Preview, test, and publish surveys, Manage survey responses
Candidates must have strong applied knowledge meeting user needs through the Dynamics 365 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.