Course Outline
Module 1: Overview of Dynamics 365 Customer Service
Module 2: Case management utilizing the Customer Service Hub
Module 3: Handling case workloads through queues
Module 4: Automating the creation and updating of records
Module 5: Understanding unified routing within Customer Service
Module 6: Setting up and managing entitlements
Module 7: Managing Service Level Agreements (SLAs)
Module 8: Developing knowledge management strategies
Module 9: Leveraging knowledge articles to close cases
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
Module 15: Booking services via Customer Service Scheduling
Module 16: Enhancing agent efficiency with Customer Service Workspace
Module 17: Tailoring agent workflows through Agent Experience Profiles
Module 18: Overview of Omnichannel for Customer Service
Module 19: Managing work distribution via unified routing
Module 20: Setting up SMS channels within Omnichannel
Module 21: Deploying chat widgets through Omnichannel
Module 22: Developing intelligent assistance features in Omnichannel
Module 23: Overview of Customer Service Insights
Module 24: Developing visual representations of Customer Service data
Module 25: Introduction to Connected Customer Service and Azure IoT
Module 26: Enrolling and maintaining devices in Connected Customer Service
Module 27: Developing bespoke applications for Customer Service
Module 28: Connecting Copilot Studio with Omnichannel for Customer Service
Summary and Next Steps
Requirements
- A foundational grasp of basic CRM principles
- Hands-on experience with customer support or service workflows
- 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 solutions
