Here are resources for for implementing omnichannel solutions that focus upon service, quality, reliability, efficiency, and customer satisfaction.
You’ll be able to design and implement service management visualizations and reports provided by and in collaboration with the Solution Architect, as well as collaborate with the Dynamics 365 administrator to implement and upgrade Power platform components, including knowledge base and Forms Pro.
It’s recommended that you 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.
It’s also recommended that you understand industry terminology, priorities, standards, methodologies, customer service operations, and best practices. Also, you 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.