Course Outline
Module 1: Overview of Dynamics 365 Customer Service
Module 2: Managing cases via the Customer Service Hub
Module 3: Overseeing case workloads through queues
Module 4: Automating the creation and modification of records
Module 5: Fundamentals of unified routing in Customer Service
Module 6: Establishment and administration of entitlements
Module 7: Managing Service Level Agreements (SLAs)
Module 8: Developing knowledge management frameworks
Module 9: Utilizing knowledge articles for case resolution
Module 10: Setting up survey projects with Customer Voice
Module 11: Structuring customer surveys using Customer Voice
Module 12: Distribution of Customer Voice surveys
Module 13: Streamlining surveys with Power Automate
Module 14: Setup of service scheduling parameters
Module 15: Appointment scheduling via Customer Service Scheduling
Module 16: Enhancing agent efficiency with Customer Service Workspace
Module 17: Tailoring agent workflows via Agent Experience Profiles
Module 18: Introduction to Omnichannel for Customer Service
Module 19: Work distribution and routing via unified routing
Module 20: Integration of SMS channels within Omnichannel
Module 21: Deployment of chat widgets using Omnichannel
Module 22: Development of intelligent assistance features in Omnichannel
Module 23: Overview of Customer Service Insights
Module 24: Designing data visualizations for Customer Service
Module 25: Basics of Connected Customer Service and Azure IoT
Module 26: Device registration and management in Connected Customer Service
Module 27: Creation of bespoke applications for Customer Service
Module 28: Integration of Copilot Studio with Omnichannel for Customer Service
Conclusion and Subsequent Steps
Requirements
- Foundational knowledge of CRM principles
- Practical experience with customer support or service workflows
- Exposure to Microsoft 365 or Dynamics 365 platforms
Target Audience
- Customer service specialists and team leads
- CRM administrators and Dynamics 365 consultants
- IT professionals managing customer support infrastructures
