Course Outline
Module 1: Overview of Dynamics 365 Customer Service
Module 2: Handling case management via the Customer Service Hub
Module 3: Administering case workloads through queues
Module 4: Automating the creation and modification of records
Module 5: Understanding unified routing within Customer Service
Module 6: Setting up and overseeing entitlements
Module 7: Managing Service Level Agreements (SLAs)
Module 8: Developing knowledge management frameworks
Module 9: Leveraging knowledge articles for case resolution
Module 10: Establishing survey projects with Customer Voice
Module 11: Designing customer surveys using Customer Voice
Module 12: Distributing Customer Voice surveys
Module 13: Automating survey workflows with Power Automate
Module 14: Setting up service scheduling parameters
Module 15: Arranging services via Customer Service Scheduling
Module 16: Enhancing agent productivity through Customer Service Workspace
Module 17: Tailoring agent workflows with Agent Experience Profiles
Module 18: Getting started with Omnichannel for Customer Service
Module 19: Distributing tasks via unified routing
Module 20: Implementing SMS channels within Omnichannel
Module 21: Installing chat widgets via Omnichannel
Module 22: Constructing intelligent assistance features in Omnichannel
Module 23: Overview of Customer Service Insights
Module 24: Developing data visualizations for Customer Service
Module 25: Introduction to Connected Customer Service and Azure IoT
Module 26: Enrolling and controlling devices with Connected Customer Service
Module 27: Developing bespoke applications for Customer Service
Module 28: Connecting Copilot Studio with Omnichannel for Customer Service
Conclusion and Future Directions
Requirements
- Fundamental knowledge of CRM principles
- Practical experience with customer support or service workflows
- Proficiency with Microsoft 365 or Dynamics 365 platforms
Intended Audience
- Customer service specialists and team managers
- CRM administrators and Dynamics 365 consultants
- IT professionals tasked with managing customer support solutions
Testimonials (1)
The practice and trainer knowledge
