Course Outline
Module 1: Getting Started with Dynamics 365 Customer Service
Module 2: Managing cases via the Customer Service Hub
Module 3: Optimizing workloads through queues
Module 4: Automating record creation and updates
Module 5: Overview of unified routing in Customer Service
Module 6: Setting up and managing entitlements
Module 7: Implementing Service Level Agreements (SLAs)
Module 8: Developing knowledge management strategies
Module 9: Leveraging knowledge articles for case resolution
Module 10: Initiating survey projects with Customer Voice
Module 11: Designing customer surveys using Customer Voice
Module 12: Distributing Customer Voice surveys
Module 13: Streamlining surveys with Power Automate
Module 14: Setting up service scheduling
Module 15: Coordinating services via Customer Service Scheduling
Module 16: Enhancing agent productivity with Customer Service Workspace
Module 17: Tailoring agent workflows with Agent Experience Profiles
Module 18: Fundamentals of Omnichannel for Customer Service
Module 19: Managing work distribution via unified routing
Module 20: Adding SMS channels through Omnichannel
Module 21: Integrating chat widgets via Omnichannel
Module 22: Developing intelligent assistance features in Omnichannel
Module 23: Overview of Customer Service Insights
Module 24: Generating visualizations for Customer Service data
Module 25: Introduction to Connected Customer Service and Azure IoT
Module 26: Registering and overseeing devices in Connected Customer Service
Module 27: Developing custom applications for Customer Service
Module 28: Linking Copilot Studio with Omnichannel for Customer Service
Wrap-up and Future Steps
Requirements
- A solid grasp of fundamental CRM principles
- Prior experience in customer support or service workflows
- Working knowledge of Microsoft 365 or Dynamics 365 environments
Target Audience
- Customer service professionals and team leaders
- CRM administrators and Dynamics 365 consultants
- IT specialists tasked with deploying customer support solutions
Testimonials (1)
The instructor's knowledge and their ability to convey it provide a sense of security.
Ramon Mejia - universidad de cuautitlan izcalli
Course - Microsoft Dynamics 365 Sales
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