Course Outline
Module 1: Overview of Dynamics 365 Customer Service
Module 2: Handling cases within the Customer Service Hub
Module 3: Managing case volumes through queues
Module 4: Streamlining record creation and updates via automation
Module 5: Understanding unified routing in Customer Service
Module 6: Developing and administering entitlements
Module 7: Utilizing 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
Module 15: Booking services via Customer Service Scheduling
Module 16: Enhancing agent efficiency with Customer Service Workspace
Module 17: Personalizing agent workflows with Agent Experience Profiles
Module 18: Getting started with Omnichannel for Customer Service
Module 19: Distributing tasks using unified routing
Module 20: Adding SMS channels to Omnichannel
Module 21: Implementing chat widgets through Omnichannel
Module 22: Creating intelligent assistance features in Omnichannel
Module 23: Overview of Customer Service Insights
Module 24: Generating visualizations from Customer Service data
Module 25: Exploring Connected Customer Service and Azure IoT
Module 26: Enrolling and overseeing devices in Connected Customer Service
Module 27: Developing bespoke applications for Customer Service
Module 28: Merging Copilot Studio with Omnichannel for Customer Service
Conclusion and Future Actions
Requirements
- A solid grasp of fundamental CRM principles
- Prior experience with customer support or service delivery processes
- Working familiarity with Microsoft 365 or Dynamics 365 environments
Target Audience
- Customer service professionals and team leads
- CRM administrators and Dynamics 365 consultants
- IT specialists overseeing customer support solutions
Testimonials (1)
The practice and trainer knowledge
