Course Outline
Module 1: Overview of Dynamics 365 Customer Service
Module 2: Case administration via the Customer Service Hub
Module 3: Overseeing case distribution through queues
Module 4: Automating the creation and modification of records
Module 5: Fundamentals of unified routing in Customer Service
Module 6: Development and management of entitlements
Module 7: Implementation of Service Level Agreements (SLAs)
Module 8: Establishing knowledge management frameworks
Module 9: Utilizing knowledge articles to address cases
Module 10: Initiating survey projects with Customer Voice
Module 11: Designing customer engagement surveys using Customer Voice
Module 12: Distribution of Customer Voice surveys
Module 13: Automating survey workflows with Power Automate
Module 14: Setup of service scheduling parameters
Module 15: Managing appointments with Customer Service Scheduling
Module 16: Enhancing agent efficiency via Customer Service Workspace
Module 17: Tailoring agent interfaces with Agent Experience Profiles
Module 18: Introduction to Omnichannel for Customer Service
Module 19: Work distribution through unified routing
Module 20: Integration of SMS channels within Omnichannel
Module 21: Deployment of chat widgets via Omnichannel
Module 22: Developing intelligent assistance features in Omnichannel
Module 23: Overview of Customer Service Insights
Module 24: Generating visual representations of Customer Service data
Module 25: Introduction to Connected Customer Service and Azure IoT
Module 26: Registration and management of devices in Connected Customer Service
Module 27: Development of custom applications for Customer Service
Module 28: Integration of Copilot Studio with Omnichannel for Customer Service
Summary and Recommended Next Steps
Requirements
- Fundamental understanding of CRM principles.
- Practical experience with customer support workflows or service processes.
- Working knowledge of Microsoft 365 or Dynamics 365 ecosystems.
Target Audience
- Customer service specialists and team leaders.
- CRM administrators and Dynamics 365 consultants.
- IT professionals tasked with managing customer support infrastructure.
