Course Outline
Module 1: Overview of Dynamics 365 Customer Service
Module 2: Case management via the Customer Service Hub
Module 3: Optimizing case workloads with queues
Module 4: Streamlining record creation and updates through automation
Module 5: Getting started with unified routing in Customer Service
Module 6: Establishing and overseeing entitlements
Module 7: Implementing Service Level Agreements (SLAs)
Module 8: Developing robust knowledge management strategies
Module 9: Utilizing knowledge articles to resolve cases
Module 10: Initiate survey projects using Customer Voice
Module 11: Crafting customer surveys with 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: Booking services via Customer Service Scheduling
Module 16: Enhancing agent efficiency with Customer Service Workspace
Module 17: Personalizing agent interfaces using Agent Experience Profiles
Module 18: Introduction to Omnichannel for Customer Service
Module 19: Distributing workload effectively through unified routing
Module 20: Enabling SMS channels within Omnichannel
Module 21: Implementing chat widgets via Omnichannel
Module 22: Deploying 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: Managing and registering devices in Connected Customer Service
Module 27: Developing custom applications for Customer Service
Module 28: Connecting Copilot Studio to Omnichannel for Customer Service
Summary and Future Directions
Requirements
- A solid grasp of fundamental CRM principles
- Practical experience in customer support or service delivery workflows
- A working knowledge of Microsoft 365 or Dynamics 365 platforms
Target Audience
- Customer service specialists and team leads
- CRM system administrators and Dynamics 365 consultants
- IT professionals tasked with deploying and managing support solutions
Testimonials (1)
The practice and trainer knowledge
