A Dynamics 365 Customer Engagement Functional Consultant plays a crucial role in implementing and configuring solutions that enhance customer engagement and drive business success. This consultant is responsible for conducting thorough discovery sessions to understand the organization’s requirements, engaging with subject matter experts and stakeholders to gather necessary information, and translating these requirements into actionable configurations.
Using their expertise in Dynamics 365 Customer Engagement, the Functional Consultant configures the solution by leveraging the platform’s out-of-the-box capabilities, codeless extensibility options, and integrating various applications and services. They ensure that the implemented solution aligns with the organization’s specific needs and goals, enabling effective customer engagement and relationship management.
By completing this training program, you will:
Gain a comprehensive understanding of Microsoft Dynamics 365 Customer Service and its capabilities.
Learn how to effectively manage customer cases and queues using Dynamics 365 Customer Service.
Enhance your knowledge base management skills to provide accurate and timely information to customers.
Acquire knowledge of service level agreements and entitlements to ensure consistent customer service.
Understand how to engage customers across multiple channels using omnichannel capabilities.
Learn how to gather feedback and insights through Voice of the Customer surveys.
