Microsoft Dynamics Consultant

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 & Entitlements Queues & Routing Knowledge Management Workflows / Business Rules Experience in L2/L3 support environments Understanding of ITIL-based support processes