A Dynamics 365 Functional Consultant is responsible for performing discovery, capturing requirements, engaging subject matter experts and stakeholders, translating requirements, and configuring the solution and applications. The Functional Consultant implements a solution using out of the box capabilities, codeless extensibility, application and service integrations of Microsoft Dynamics 365. 

Microsoft Dynamics 365 Customer Service offers any organization an opportunity for customer success.  Using tools such as automatic case creation and queue management frees up the organization’s time to dedicate it where they can have a greater impact, directly with their customers. 

This learning track will prepare you to become a Dynamics 365 Functional Consultant with expertise on the customer service function. You will gain the knowledge and skills required to perform the role that is responsible for implementing omnichannel solutions that focus upon service, quality, reliability, efficiency, and customer satisfaction. 

You will learn how to design and implement service management processes in collaboration with solution architects. You will be able to collaborate with customer engagement administrators to implement and upgrade customer service components including knowledge management, customer feedback, and connected services.