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must have in-depth understanding of cases, knowledge management, unified routing and queues, entitlements, resource scheduling, service-level agreements (SLAs), visualizations, connected services, Customer Service Insights, Power Virtual Agents, Customer Service workspaces, Customer Voice, and Omnichannel for Customer Service, among other skills. A comprehensive awareness of the customer service application’s role in the Dynamics 365 suite of applications, as well as a fundamental comprehension of solution design and quality assurance, should be among the functional consultant’s skills. Exam Top Reasons You Need This Certificate Right Now Do you want to advance your career as a
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