Hire a Dynamics 365
D365 Customer Service Consultant
Find a D365 Customer Service Consultant who builds a support operation that resolves faster and costs less.
Dynamics 365 Customer Service Consultants implement and optimize the D365 Customer Service application — case management, omnichannel routing, knowledge base, SLA management, and AI-powered agent assistance. They design support processes that balance speed, quality, and cost — and configure D365 to enforce and measure them.
- D365 CS Consultants with case management, omnichannel, and SLA configuration experience
- Candidates screened for support process design depth and Contact Center deployment experience
- We screen for practical depth, not just certifications
- Contract, contract-to-hire, or full-time — your choice
- US and Canada talent. Shortlist in 5–10 business days.
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About CRM Force
Boutique means something different when the person who built the company has done the work.
Saad Ahmed spent 20 years as a CRM consultant, solution architect, and implementation lead — building marketing automation and CRM systems for clients from start-ups to publicly traded enterprises. He founded CRM Force to bring practitioner-led vetting to a space dominated by generalist agencies.
Every candidate goes through a two-step internal qualification process — reviewed by two separate evaluators before they reach you. We confirm experience, certifications, technical depth, and fit. You receive a shortlist, not a resume dump.
CRM consultants, architects, developers, and admins. Marketing automation specialists. RevOps leaders, business analysts, and project managers. If it touches the CRM or marketing technology stack, we place it. Contract, contract-to-hire, and direct hire — across all seniority levels.
We Recruit for You
Three reasons companies choose us over a traditional recruiter — and what makes the difference in practice.
Vetted by Someone Who Has Done the Work
Saad Ahmed, founder of CRM Force, spent 20 years as a CRM Consultant and Solution Architect — building HubSpot implementations, designing data models, and running client engagements himself. When he reviews a candidate for your role, he is not reading a job description. He is evaluating whether someone can do work he has done himself. That distinction matters.
No Resume Dumps. A Shortlist You Can Act On.
You receive 3 to 5 pre-vetted candidates, each with our written assessment — why we believe they fit your role, where they are strong, and what to probe in the interview. Our internal process puts every candidate through two separate evaluation stages before they reach you. You only meet people who have cleared the bar.
Three Engagement Models. One Standard.
Contract for short and long-term engagements. Contract-to-hire when you want to try before you commit. Direct placement for permanent roles. Every model includes the same sourcing, multi-stage screening, skills assessment, and reference validation. The delivery vehicle changes — the standard does not.
Our Recruitment Process
Four steps from brief to shortlist — no surprises, no padding, no wasted interviews.
We Learn Your Requirements
A focused role briefing call — not a generic intake form. We ask about portal size, Hub configuration, seniority level, technical depth required, team structure, and what a genuinely great candidate looks like for your specific situation. The brief matters more than most clients expect.
We Search Our Network
We work our pre-built database of CRM and HubSpot professionals alongside targeted outreach to passive candidates who are not actively applying. The majority of the people we present are not on job boards — they are available to the right opportunity, if the right person asks.
You Receive a Shortlist
Typically 3 to 5 pre-vetted candidates, each with our written assessment — not just a resume. We tell you why we believe each person is right for your specific role, where they are strong, and what you should probe in the interview. You decide who moves forward.
We Support You to Offer
We coordinate interviews, facilitate debriefs, provide market-rate compensation benchmarks, and support you through the offer stage. The search does not end when we send the shortlist — it ends when you have the right person in the role.
Looking for a D365 Customer Service Consultant?
We place CRM and Marketing Automation professionals across the US and Canada.
Industries We Serve
D365 Customer Service Consultants are needed wherever organizations are transforming their support operations on the Microsoft platform. We work with organizations of all sizes — from growth-stage startups to publicly traded enterprises — across all major industries.
Not sure what you need? We can help you define the role.
One conversation is usually enough. No commitment required.
Signs You Need a D365 Customer Service Consultant
A few things we hear from clients before they reach out.
- Your D365 Customer Service is installed but case management processes are inconsistent
- Your SLAs are configured incorrectly and customer commitments are being missed
- You are implementing omnichannel (chat, email, voice) and need expert routing design
- Your knowledge base is empty or poorly structured and agents cannot find answers quickly
- You are deploying Copilot in Customer Service and need configuration and change management
What to Look For in a D365 Customer Service Consultant
Strong D365 CS Consultants understand support operations as well as the platform.
Red Flags to Watch For
- Only knows basic case management — no SLA, omnichannel, or routing design experience
- Cannot describe how they designed a knowledge base structure for a specific support operation
- No MB-230 certification and cannot explain the case management data model
- Has never designed omnichannel routing — treats it as a configuration task rather than a process design exercise
Whatever your sector, we know CRM talent.
Tell us about the role and we will get back to you within one business day.
What a D365 Customer Service Consultant Does
D365 CS Consultants build the support infrastructure that helps agents resolve cases faster and more consistently.
Case Management Design
Designs the end-to-end case lifecycle — creation, routing, escalation, resolution, and customer notification workflows.
SLA & Entitlement Config
Configures SLAs, entitlements, and service schedules that accurately reflect customer commitments and business hours.
Omnichannel Routing
Designs and configures unified routing — queues, skills, capacity profiles, and escalation rules for chat, email, and voice.
Knowledge Management
Builds the knowledge base structure, article templates, search tuning, and agent-facing portal for fast resolution.
Copilot for Service
Configures AI-powered agent assistance — case summaries, resolution suggestions, and knowledge article recommendations.
Service Analytics
Builds dashboards and reports for case volume, resolution time, SLA compliance, and agent performance.
D365 Customer Service Feature Areas
D365 CS Consultants configure and optimize across the full Customer Service application.
Case Management
Core case lifecycle and resolution workflows.
- Case creation rules
- Queue routing
- Escalation automation
- Customer notifications
SLA & Entitlements
Service level agreements and customer entitlements.
- SLA KPIs and actions
- Entitlement products
- Holiday schedules
- Warning and violation rules
Omnichannel
Unified routing across all support channels.
- Chat and messaging setup
- Email routing
- Voice (Azure Communication Services)
- Social channel integration
AI & Knowledge
AI features and knowledge management.
- Knowledge base design
- Copilot for Customer Service
- Agent productivity tools
- Real-time translation
Frequently Asked Questions
- What is the difference between D365 Customer Service and Omnichannel for Customer Service?
- D365 Customer Service is the core case management application. Omnichannel for Customer Service is an add-on that enables real-time communication across chat, email, voice, and social channels within the same interface. Most enterprise contact centers use both together.
- How long does a D365 Customer Service implementation take?
- A basic case management implementation takes 6 to 12 weeks. Full omnichannel deployments including voice integration typically run 3 to 6 months. CRM Force can find you a Consultant for either scope.
- How long does it take to hire a D365 Customer Service Consultant?
- CRM Force typically delivers a shortlist within 5 to 10 business days.
- Do you place D365 Customer Service Consultants on contract or full-time?
- Both. Project-based contracts are standard for implementations. Full-time roles suit organizations with ongoing Customer Service expansion and optimization programs.
Tell Us What You’re Looking For
Share the role, your timeline, and any must-haves. No commitment required.