Course Outline
Module 1: Overview of Dynamics 365 Customer Service
Module 2: Managing cases via the Customer Service Hub
Module 3: Distributing workloads through queues
Module 4: Automating the creation and updating of records
Module 5: Getting started with unified routing in Customer Service
Module 6: Establishing and managing entitlements
Module 7: Handling 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: Structuring customer surveys using Customer Voice
Module 12: Distributing Customer Voice surveys
Module 13: Streamlining survey processes with Power Automate
Module 14: Setting up service scheduling parameters
Module 15: Booking services via Customer Service Scheduling
Module 16: Enhancing agent efficiency with Customer Service Workspace
Module 17: Personalizing agent interfaces with Agent Experience Profiles
Module 18: Introduction to Omnichannel for Customer Service
Module 19: Assigning and distributing tasks via unified routing
Module 20: Integrating SMS channels within Omnichannel
Module 21: Deploying chat widgets through Omnichannel
Module 22: Creating intelligent assistance features in Omnichannel
Module 23: Overview of Customer Service Insights
Module 24: Generating data visualizations for Customer Service
Module 25: Introduction to Connected Customer Service and Azure IoT
Module 26: Enrolling and supervising devices in Connected Customer Service
Module 27: Developing bespoke applications for Customer Service
Module 28: Linking Copilot Studio with Omnichannel for Customer Service
Conclusion and Future Steps
Requirements
- A foundational grasp of core CRM principles
- Prior experience in customer support or service management processes
- Working knowledge of Microsoft 365 or Dynamics 365 environments
Target Audience
- Customer service specialists and team leaders
- CRM administrators and Dynamics 365 consultants
- IT professionals overseeing customer support infrastructure
