A Dynamics 365 Customer Service Functional Consultant is responsible for implementing omnichannel solutions that focus upon service, quality, reliability, efficiency, and customer satisfaction. A Dynamics 365 Customer Service Functional Consultant implements and designs service management visualizations and reports provided by and in collaboration with the solution architect. The Functional Consultant collaborates with the customer engagement administrator to implement and upgrade Power Platform components, including knowledge management, customer feedback, and connected services.

A Dynamics 365 Customer Service Functional Consultant must have strong applied knowledge of customer service, including: understanding industry terminology, priorities, standards, methodologies, customer service operations, and best practices. The Functional Consultant with customer service expertise must have strong applied knowledge of meeting user needs through Dynamics 365 customer service, including in-depth understanding of cases, knowledge management, queues, entitlements, resource scheduling, Service Level Agreements (SLAs), visualizations, connected services, Customer Service Insights, Power Virtual Agents, and Omnichannel for Customer Service. The Functional Consultant's knowledge 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.

Manage cases and Knowledge Management (20-25%)

Manage queues, entitlements, and service-level agreements (SLAs) (15-20%)

Implement scheduling (10-15%)

Implement Omnichannel for Customer Service (30-35%)

Manage analytics (10-15%)