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Microsoft Office. In addition, the student should be able to use a computer or laptop and access the Internet. Furthermore, a fundamental understanding of Microsoft Dynamics 365 is critical. Candidates must have in-depth understanding of cases, knowledge management, unified routing and queues, entitlements, resource scheduling, service-level agreements (SLAs), visualizations, connected services, Customer Service Insights, Power Virtual Agents, Customer Service workspaces, Customer Voice, and Omnichannel for Customer Service, among other skills. A comprehensive awareness of the customer
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