Course Outline
Module 1: Introduction to Dynamics 365 Customer Service
Module 2: Case management with the Customer Service Hub
Module 3: Managing case workloads using queues
Module 4: Automating record creation and updates
Module 5: Introduction to unified routing in Customer Service
Module 6: Creating and managing entitlements
Module 7: Working with Service Level Agreements (SLAs)
Module 8: Creating knowledge management solutions
Module 9: Using knowledge articles to resolve cases
Module 10: Creating survey projects with Customer Voice
Module 11: Designing customer surveys with Customer Voice
Module 12: Sending Customer Voice surveys
Module 13: Automating surveys using Power Automate
Module 14: Configuring service scheduling
Module 15: Scheduling services with Customer Service Scheduling
Module 16: Boosting agent productivity with Customer Service Workspace
Module 17: Customizing agent experiences with Agent Experience Profiles
Module 18: Introduction to Omnichannel for Customer Service
Module 19: Routing and distributing work with unified routing
Module 20: Implementing SMS channels in Omnichannel
Module 21: Deploying chat widgets using Omnichannel
Module 22: Building intelligent assistance solutions in Omnichannel
Module 23: Introduction to Customer Service Insights
Module 24: Creating visualizations for Customer Service data
Module 25: Introduction to Connected Customer Service and Azure IoT
Module 26: Registering and managing devices with Connected Customer Service
Module 27: Building custom apps for Customer Service
Module 28: Integrating Copilot Studio with Omnichannel for Customer Service
Summary and Next Steps
Requirements
- An understanding of basic CRM concepts
- Experience with customer support or service processes
- Familiarity with Microsoft 365 or Dynamics 365 environments
Audience
- Customer service professionals and team leaders
- CRM administrators and Dynamics 365 consultants
- IT professionals responsible for customer support solutions
Testimonials (1)
I learnt that we underutilize the system we work on and enjoyed every apsect.
