Course Outline
Module 1: Introduction to Dynamics 365 Customer Service
Module 2: Case management using the Customer Service Hub
Module 3: Managing case workloads via queues
Module 4: Automating record creation and updates
Module 5: Introduction to unified routing in Customer Service
Module 6: Establishing and managing entitlements
Module 7: Working with Service Level Agreements (SLAs)
Module 8: Developing knowledge management solutions
Module 9: Utilising knowledge articles for case resolution
Module 10: Creating survey projects with Customer Voice
Module 11: Designing customer surveys with Customer Voice
Module 12: Distributing 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: Enhancing agent productivity with Customer Service Workspace
Module 17: Customising agent experiences via Agent Experience Profiles
Module 18: Introduction to Omnichannel for Customer Service
Module 19: Routing and distributing work via unified routing
Module 20: Implementing SMS channels within 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 visualisations 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
- A solid grasp of fundamental CRM principles
- Prior experience with customer support or service delivery processes
- Familiarity with the Microsoft 365 or Dynamics 365 environments
Target Audience
- Customer service specialists and team leaders
- CRM administrators and Dynamics 365 consultants
- IT professionals overseeing customer support solutions
Testimonials (1)
The practice and trainer knowledge
