Course Outline
Module 1: Overview of Dynamics 365 Customer Service
Module 2: Managing cases through the Customer Service Hub
Module 3: Overseeing case workloads via queues
Module 4: Automating the creation and modification of records
Module 5: Fundamentals of unified routing in Customer Service
Module 6: Establishing and managing entitlements
Module 7: Utilizing Service Level Agreements (SLAs)
Module 8: Developing knowledge management frameworks
Module 9: Leveraging knowledge articles for case resolution
Module 10: Setting up survey projects with Customer Voice
Module 11: Structuring customer surveys using Customer Voice
Module 12: Distributing Customer Voice surveys
Module 13: Automating survey processes via Power Automate
Module 14: Setting up service scheduling
Module 15: Planning services through Customer Service Scheduling
Module 16: Enhancing agent efficiency with Customer Service Workspace
Module 17: Personalizing agent workflows using Agent Experience Profiles
Module 18: Essentials of Omnichannel for Customer Service
Module 19: Distributing tasks using unified routing
Module 20: Introducing SMS channels within Omnichannel
Module 21: Implementing chat widgets via Omnichannel
Module 22: Developing intelligent assistance features in Omnichannel
Module 23: Overview of Customer Service Insights
Module 24: Generating visualizations for Customer Service data
Module 25: Connecting Customer Service with Azure IoT
Module 26: Enrolling and managing devices in Connected Customer Service
Module 27: Developing bespoke applications for Customer Service
Module 28: Merging Copilot Studio with Omnichannel for Customer Service
Summary and Next Steps
Requirements
- A solid grasp of fundamental CRM principles
- Prior exposure to customer support or service workflows
- Working knowledge of Microsoft 365 or Dynamics 365 ecosystems
Target Audience
- Customer service specialists and team leads
- CRM administrators and Dynamics 365 consultants
- IT professionals tasked with maintaining customer support solutions
Testimonials (1)
The practice and trainer knowledge
