Course Outline
Module 1: Overview of Dynamics 365 Customer Service
Module 2: Managing cases via the Customer Service Hub
Module 3: Managing case workloads with queues
Module 4: Automating record creation and updates
Module 5: Basics of unified routing in Customer Service
Module 6: Defining and managing entitlements
Module 7: Utilizing Service Level Agreements (SLAs)
Module 8: Developing knowledge management strategies
Module 9: Leveraging knowledge articles to close cases
Module 10: Setting up survey projects with Customer Voice
Module 11: Designing customer surveys with Customer Voice
Module 12: Distributing Customer Voice surveys
Module 13: Automating survey workflows using Power Automate
Module 14: Setting up service scheduling
Module 15: Scheduling services via Customer Service Scheduling
Module 16: Enhancing agent productivity with Customer Service Workspace
Module 17: Tailoring agent experiences via Agent Experience Profiles
Module 18: Getting to know Omnichannel for Customer Service
Module 19: Assigning and distributing work using unified routing
Module 20: Integrating SMS channels in Omnichannel
Module 21: Deploying chat widgets through Omnichannel
Module 22: Developing intelligent assistance solutions in Omnichannel
Module 23: Overview of Customer Service Insights
Module 24: Generating visualizations for Customer Service data
Module 25: Introduction to Connected Customer Service and Azure IoT
Module 26: Registering and overseeing devices in Connected Customer Service
Module 27: Developing custom apps for Customer Service
Module 28: Linking Copilot Studio with Omnichannel for Customer Service
Wrap-up and Future Directions
Requirements
- A solid grasp of fundamental CRM concepts
- Practical experience in customer support or service processes
- Familiarity with Microsoft 365 or Dynamics 365 ecosystems
Target Audience
- Customer service professionals and team leaders
- CRM administrators and Dynamics 365 consultants
- IT specialists overseeing customer support solutions
