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More Microsoft expertiseCase lifecycle and queues
Define intake, categorization, assignment, resolution and reopening. Map the work to actual teams and identify where a case should be escalated.
CRM & customer experience · MICROSOFT SPECIALISTSHire Dynamics 365 Customer Service experts.
Hire Dynamics 365 Customer Service resources for case management, routing, knowledge and service operations. Bring business process understanding and technical delivery into the same hiring brief.
Role-specific scope Certification requirements welcome Global team collaboration
MICROSOFT BUSINESS SOLUTIONSDynamics 365 Customer Service
Case managementQueues and routingKnowledge managementService-level agreementsService reportingSecurity
THE CONTEXT BEHIND THE ROLE
Specialists for the way your business uses Customer Service.
Service teams need an application that makes the next action clear. Queue ownership, escalation rules, service targets and information available to representatives all influence whether a case moves forward or waits for another handoff.
You may need one focused specialist or several complementary roles. Separate functional configuration, development, integration and testing responsibilities before evaluating profiles.
- Translate the business workflow into configuration and acceptance criteria.
- Identify where standard functionality fits and where another role is needed.
- Support user testing, documentation and operational handover.
Dynamics 365 Customer Service · PRACTICAL DELIVERY SCOPEThe workstreams behind
The workstreams behind
your resource requirement.
Use these areas to define the brief. Select the right combination of functional, technical and delivery skills for the scope.
Service targets and knowledge
Review service-level requirements, knowledge content structure and representative guidance. Agree which measures reflect the customer experience you want to improve.
Representative experience
Configure forms, views and workspace elements around frequent service tasks. Reduce unnecessary navigation while preserving the information needed for a sound decision.
Automation, integration and reporting
Connect the case context to order, product or customer systems where required. Test routing, notifications, permissions and exception scenarios.
THREE WAYS TO HIREChoose the model.
Choose the model.
Keep the right expertise.
Hire your Customer Service specialist on an Hourly Model, Project Based engagement or as a Dedicated Resource. The right choice depends on scope certainty, continuity and the amount of collaboration you need.
What best describes your need?Select a starting point to compare the options.
Compare all three models below.
01
FOCUSED HELP. FLEXIBLE EFFORT.Hourly Model
Engage a Customer Service specialist for a queue, SLA, form or case-automation adjustment. Suitable when the work is intermittent or needs assessment before a wider scope can be fixed.
- Best for
- Short tasks, changing priorities or a limited specialist requirement
- Commercial structure
- Agreed hourly rate, approved time and clear work records
- Agree before starting
- Set a task list, effort estimate and review threshold before work begins.
- Start with a bounded task or review
- Prioritize the work as needs change
- Review progress against recorded hours
02
DEFINED SCOPE. CLEAR DELIVERABLES.Project Based
Bring in a Customer Service specialist for a case management rollout, routing redesign or service integration. Suitable when the outcome, dependencies and acceptance criteria can be agreed in advance.
- Best for
- A defined outcome with a planned start, milestones and completion
- Commercial structure
- A proposal with agreed deliverables, milestones and payment terms
- Agree before starting
- Document assumptions, acceptance ownership and the process for scope changes.
- Agree the result and delivery boundaries
- Review work at planned milestones
- Complete with acceptance and handover
03
CONSISTENT CAPACITY. TEAM CONTINUITY.Dedicated Resource
Add a Customer Service specialist for a service-platform roadmap and ongoing support for operations. Suitable when you need regular collaboration and continuing ownership within your delivery team.
- Best for
- Longer-term work, a growing backlog or sustained team capacity
- Commercial structure
- Agreed allocation, duration and recurring commercial terms
- Agree before starting
- Confirm availability, working hours, reporting line and notice or transition terms.
- Work with a named resource
- Align to your backlog and team rhythm
- Keep knowledge across successive releases
Rates and availability are confirmed for the named resource and scope. A project-based engagement does not imply a fixed price until the proposal is agreed.
CERTIFICATION + RELEVANT PROJECT EXPERIENCERequest certified expertise.
Request certified expertise.
See the credentials that matter.
Looking for certified Customer Service specialist resources? Include the required credential in your brief. Review the named expert’s Microsoft Learn record, current status and relevant project experience before selection.
MB-230Microsoft Certified:
Current credential
Microsoft Certified:
Dynamics 365 Customer Service Functional Consultant Associate
Current credentialCase management, representative experience and service routing.
Credential detailsPL-400Microsoft Certified:
Exam transition
Microsoft Certified:
Power Platform Developer Associate
Exam transitionPower Platform development. PL-400 registration closes October 16, 2026; the updated AB-400 exam opens then. Check the current Microsoft credential page.
Credential detailsVerify the individualRequest the expert’s shareable credential record and expiry date.
Validate the fitUse a relevant scenario to assess experience beyond the badge.
Request certified profiles Badges identify relevant Microsoft qualifications, not a credential held by every listed resource. Status references checked October 14, 2026. Individual credential validity and resource availability must be confirmed.
MAKE THE RESULT REVIEWABLEAgree the outputs.
Agree the outputs.
Not just the hours.
A strong Customer Service engagement leaves your team with work it can review, accept and maintain. The exact deliverables depend on whether your brief concerns configuration, development, analysis or ongoing support.
- Service process and routing configuration
- Knowledge structure, forms and automation components
- Case lifecycle, permission and escalation test results
- Representative guidance and operations handover
For this specialist requirement
Process design, configuration workbook and user-accepted test scenarios.
ASSESS THE PERSON BEHIND THE PROFILEMake the interview
Make the interview
relevant to your project.
Ask for a walkthrough of a case that changes priority, moves between queues and risks breaching its agreed service target.
A role-specific exercise
Walk through a business process, explain the configuration choices and identify a genuine gap.
Evidence of delivery
Ask what the resource personally owned, how decisions were documented and how the result was accepted. Discuss Case management, Queues and routing, Knowledge management only where they are relevant to the assigned work.
A working agreement
Confirm communication, access, confidentiality, source ownership and the handover process. Discuss required overlap with your US, Canadian, Mexican, UK or European team before finalizing the engagement.
FROM REQUIREMENT TO REAL CONTRIBUTION
A considered start. A clear way forward.
Good resource engagement begins with shared expectations.
01
Define the need
Share the solution, workstream, skills, duration and working-hour requirements.
02
Explore the fit
Review relevant profiles and discuss experience against your actual scope.
03
Meet your expert
Use a technical or functional conversation to assess how the specialist thinks and works.
04
Agree. Onboard. Begin.
Confirm scope, commercials, access, reporting and handover before work starts.
BUILD A COMPLEMENTARY TEAM
Explore Customer Service resource roles.
Choose the role that owns the next important part of your workstream.
BEFORE YOU HIRECustomer Service resource
Customer Service resource
hiring FAQs.
Practical answers for your next resource discussion.
Discuss your requirement ↗What does a Customer Service specialist do?+
Hire Dynamics 365 Customer Service resources for case management, routing, knowledge and service operations. Bring business process understanding and technical delivery into the same hiring brief.
Can I hire a Customer Service specialist hourly or for a full project?+
Yes. The Hourly Model suits a queue, SLA, form or case-automation adjustment. Project Based hiring suits a case management rollout, routing redesign or service integration. A Dedicated Resource suits a service-platform roadmap and ongoing support for operations. Agree commercial terms, availability and scope for the selected model.
Can I request a certified Customer Service specialist?+
Include the required Microsoft credential in your enquiry. Review the named resource’s shareable credential record, validity and relevant experience. Related certifications are shown on this page; a product or role may not have its own standalone certification.
Can the resource work with our North American or European team?+
Specify your country, actual time zone, required overlap and working language. Sirius Dynamics accepts enquiries from the United States, Canada, Mexico, the UK, Germany, the Netherlands, Denmark, France and other European markets. The working arrangement is confirmed for each resource.
What affects rates and the start date?+
Experience, role specialization, scope, duration, working hours and availability affect the proposal. Share your target start date and expected allocation. Pricing and a confirmed start are agreed after the requirement and profile are reviewed.
What should the handover include?+
For this workstream, discuss service process and routing configuration; knowledge structure, forms and automation components; case lifecycle, permission and escalation test results; representative guidance and operations handover. For a named Customer Service specialist, also agree process design, configuration workbook and user-accepted test scenarios.
A clearer brief.
A better-fit expert.
Tell us what you’re building. We’ll start with the skills you need.