Course Outline
Module 1: Overview of Dynamics 365 Customer Service
Module 2: Managing cases via the Customer Service Hub
Module 3: Overseeing case volumes through queues
Module 4: Streamlining record generation and modifications
Module 5: Exploring unified routing in Customer Service
Module 6: Developing and maintaining entitlements
Module 7: Managing Service Level Agreements (SLAs)
Module 8: Constructing knowledge management frameworks
Module 9: Utilizing knowledge articles for case resolution
Module 10: Establishing survey projects with Customer Voice
Module 11: Crafting customer surveys via Customer Voice
Module 12: Distributing Customer Voice surveys
Module 13: Automating survey workflows with Power Automate
Module 14: Setting up service scheduling
Module 15: Orchestrating services with Customer Service Scheduling
Module 16: Enhancing agent efficiency with Customer Service Workspace
Module 17: Tailoring agent workflows using Agent Experience Profiles
Module 18: Overview of Omnichannel for Customer Service
Module 19: Managing work distribution via unified routing
Module 20: Integrating SMS channels within Omnichannel
Module 21: Implementing chat widgets through Omnichannel
Module 22: Developing intelligent assistance features in Omnichannel
Module 23: Introduction to Customer Service Insights
Module 24: Generating visualizations for Customer Service metrics
Module 25: Overview of 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: Linking Copilot Studio with Omnichannel for Customer Service
Recap and Future Directions
Requirements
- Foundational knowledge of CRM principles
- Prior involvement with customer support or service workflows
- Proficiency in Microsoft 365 or Dynamics 365 ecosystems
Target Audience
- Customer service experts and team supervisors
- CRM administrators and Dynamics 365 specialists
- IT personnel managing customer support infrastructures
