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
- 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.
