Dynamics 365 for Customer Service Functional Consultant Associate Training

Module 1: Perform discovery, planning, and analysis

• Create and validate documentation
• Perform continuous collaboration with the customer

Module 2: Manage user experience design

• Create and configure apps
• Create and configure templates
• Create and manage processes

Module 3: Manage entities and data

• Modify an existing data model
• Import and export data
• Manage data

Module 4: Implement security

• Configure security in Office 365
• Configure security settings

Module 5: Implement integration

• Configure Outlook add-in
• Configure email integration
• Integrate with Office 365
• Create, configure, and maintain Microsoft Flows

Module 6: Perform solutions deployment and testing

• Manage environments
• Manage applications
• Perform system administration
• Perform quality assurance
• Manage solutions

Module 7: Perform configuration

• Configure sales settings
• Configure processes
• Create and configure sales visualizations
• Configure integration with external sales applications

Module 8: Manage cases and the knowledge base

• Create and manage cases
• Create and manage the knowledge base

Module 9: Manage queues, entitlements, and SLAs

• Create and manage queues
• Create and manage entitlements
• Create and manage SLAs

Module 10: Configure voice of the customer

• Create surveys
• Preview, test, and publish surveys
• Manage survey responses