Last Updated Nov 2025As a candidate for this certification, you’re a functional consultant with customer service expertise.
Duration - 10 Hours
Level - Intermediate
Style - Self paced
Course Type - Credential Ready
Certification - Yes
Hands on Labs - Yes
Solution Areas - AI Business Solutions (ABS), AI Business Process
In this introductory module, we will walk you through the key information you need to know before starting your certification prep course. You'll gain a clear understanding of the steps, expectations, and benefits
In this module we will take overview of Dynamics 365 customer service and learn the concepts on how to create the case, service level agreements and knowledge articles along with the process.
In this module, you will learn how to enhance agent productivity through multi-session experiences using Customer Service workspace and App profile manager, implement and configure Dynamics 365 Contact Center with routing, chat, voice channels, and agent productivity tools, and gain hands-on experience with Omnichannel setup and labs to deliver seamless, connected customer support.
In this module we will learn on how to create and send surveys to the customers using customer voice. We will also learn how to schedule a service and also about the analatics and insights in customer service
In this module we will learn on how to connect IoT device with customer service, types of azure platform used for the configuration and how to create cases using the IoT alerts. We will also see how we can create additional apps using power platform for better experience.
In this exam preparation module, learn effective preparation strategies for the certification exam, including sample questions and study tips.
Take this practice test to validate your skills gathered from the self-paced online learning course completed in this course to mark your completion.
If you have further questions or need additional support, this module provides everything you need to know.
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Intermediate
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Intermediate
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Advanced
Intermediate
No. of
Learners - 21