Dynamics Consultant

Role Overview :

Dynamics 365 Customer Service (D365 CS) functional developers specialize in designing, configuring, and customizing the D365 Customer Service application to align with business objectives. They act as a bridge between business needs and technical implementation, leveraging features such as case management, knowledge bases, and portals, while utilizing the Power Platform for automation and app development. Their responsibilities include configuring core modules, integrating with external systems, and ensuring solution quality through testing and support.

Essential Skills & Tools :

Dynamics 365 Customer Service : Deep understanding of its features and functionalities.

System Integration : Experience integrating D365 with other applications.

Nice to have skills :

Microsoft Tools : Familiarity with Lifecycle Services, Azure DevOps, and Power Platform Admin Center for managing application lifecycle.

Power Platform : Proficiency in Power Apps, Power Automate, Dataverse, and Power BI.

Problem-Solving : Ability to translate business needs into technical solutions.

Communication : Strong written and verbal skills for documentation and training.

Key Responsibilities :

Application Configuration : Set up and tailor core Customer Service components like case management, entitlements, SLAs, and omni-channel capabilities.

Power Platform Development : Build Power Apps, Power Automate flows, and Dataverse models to enhance and automate service processes.

Integration : Connect D365 CS with ERP systems or external knowledge bases for seamless data exchange.

Customization : Develop custom entities, forms, and business process flows to meet unique requirements.

Testing & Support : Conduct UAT, prepare test scripts, and provide post-implementation support.

Reporting & Analytics : Design reports and dashboards using Power BI for actionable insights.

Documentation & Training : Create user guides and deliver training for end-users and administrators.