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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
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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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Preparing for an exam
We recommend that you review this exam preparation guide in its entirety and familiarize yourself with the resources on this website before you schedule your exam. See the Microsoft Certification exam overview for information about registration, videos of typical exam question formats, and other preparation resources. For information on exam policies and scoring, see the Microsoft Certification exam policies and FAQs.

Note
This preparation guide is subject to change at any time without prior notice 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.