Role: D365 Customer Service Functional Consultant
Experience: 5–10+ years
Location: Offshore – Pune (mandatory)
Role Summary
Looking for a functional consultant with strong expertise in Dynamics 365 Customer Service module to manage L1/L2/L3 support, resolve incidents, and drive continuous improvements in customer service operations.
Key Responsibilities
Provide L1/L2/L3 production support (incident, service request, problem management)
Perform RCA, troubleshooting, and ensure SLA adherence
Configure and support:
Case Management & lifecycle
Queues, routing & assignment rules
SLAs, KPIs & entitlements
Knowledge Base management
Workflows, business rules & process flows
Support Omnichannel (chat/email/voice) if applicable
Perform minor enhancements (forms, views, dashboards)
Drive continuous improvement and service optimization
Required Skills
Strong experience in D365 Customer Service (CE)
Hands-on in:
Case Management
SLAs & ...