Languages: English
Audiences: IT Professionals
Technology: Microsoft Dynamics 365
Skills measured
This exam measures your ability to accomplish the technical tasks listed
below. The percentages indicate the relative weight of each major topic area on
the exam. The higher the percentage, the more questions you are likely to see on
that content area on the exam. View video tutorials about the variety of
question types on Microsoft exams.
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Perform configuration (25-30%)
Configure Service Management settings
May include but is not limited to: Describe process of record creation and
update rules, configure queues, configure holiday schedule, configure customer
service schedule, configure user work hours, configure categories and subjects,
configure cases, configure customer service security roles, configure goal
management components, create routing rules, configure services
Configure processes
May include but is not limited to: Configure custom business process flows,
implement business process flows from Microsoft AppSource
Create and configure customer service visualizations
May include but is not limited to: Configure customer service content pack for
Power BI, configure customer service dashboards, design and create customer
service charts, execute and analyze customer service reports
Manage cases and the knowledge base (30-35%)
Create and manage cases
May include but is not limited to: Manage case list, create and search for case
records, convert activities to cases, perform case resolution, implement case
routing rules, implement parent-child cases, merge cases, configure status
reason transitions
Create and manage the knowledge base
May include but is not limited to: Configure entities for knowledge management,
link an article with a case, use the knowledge base to resolve cases, create and
manage knowledge base article lifecycle, create and manage knowledge base
articles, search for articles
Manage queues, entitlements, and SLAs (25-30%)
Create and manage queues
May include but is not limited to: Differentiate queue types, add cases and
activities to queues, implement case routing, configure entities for queues,
configure queue email settings, configure record creation and update rules
Create and manage entitlements
May include but is not limited to: Define and create entitlements, manage
entitlement templates, activate and deactivate entitlements, renew or cancel an
entitlement, assign an entitlement to a case
Create and manage SLAs
May include but is not limited to: Determine SLA conditions, define and create
SLAs, implement actions and details, use SLAs on-demand, manage cases with SLAs,
create and manage SLA items
Configure Voice of the Customer (15-20%)
Create surveys
May include but is not limited to: Create a theme and upload images, add pages
to a survey and personalize data, identify survey question types, add survey
questions, identify respondent types, configure response routing, configure
survey scoring, configure survey unsubscription options
Preview, test, and publish surveys
May include but is not limited to: Distribute survey link using email, embed a
survey in a web page, clone, import, and translate surveys
Manage survey responses
May include but is not limited to: Summarize survey results, determine report
types, implement workflow conditional logic for survey actions, create business
actions based upon survey responses
Preparation options
Find classroom and online training
Explore more training on Microsoft Learn
Who should take this exam?
Candidates for this exam are Dynamics 365 Customer Engagement functional
consultant 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 Customer Engagement administrator to implement and upgrade
Power platform components, including knowledge base, and Voice of the Customer.
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.
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and at the sole discretion of Microsoft. Microsoft exams might include adaptive
testing technology and simulation items. Microsoft does not identify the format
in which exams are presented. Please use this preparation guide to prepare for
the exam, regardless of its format. To help you prepare for this exam, Microsoft
recommends that you have hands-on experience with the product and that you use
the specified training resources. These training resources do not necessarily
cover all topics listed in the “Skills measured” section.
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