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    Course

    Course Description

    Microsoft Dynamics 365 Customer Service offers any organization an opportunity for customer success.  Using tools such as automatic case creation and queue management frees up your time to dedicate it where you can have a greater impact, directly with your customers.Join our team of globally recognized experts as they take you step by step from creating cases to interacting with customers to resolving those cases.  Once you’ve resolved those cases you can learn from data analysis the key details to help you resolve similar cases faster or avoid new issues altogether.

    Audience Profile

    A Dynamics 365 Customer Engagement Functional Consultant is responsible for performing discovery, capturing requirements, engaging subject matter experts and stakeholders, translating requirements, and configuring the solution and applications. The Functional Consultant implements a solution using out of the box capabilities, codeless extensibility, application and service integrations.

    Course Outline

    In this module you will learn about working with Cases in Dynamics 365 Customer Service.

    Lessons

    • Lesson 1: Get started with Cases
    • Lesson 2: Managing Cases
    • Lesson 3: Use queues to manage case workloads
    • Lesson 4: Create or update records automatically
    • Lesson 5: Unified routing

    After completing this module, students will be able to:

    • Create and manage Cases
    • Work with queues and unified routing
    • Create or update records automatically

    In this module you will learn how to create and manage entitlements and service level agreements

    Lessons

    • Lesson 1: Create and manage entitlements
    • Lesson 2: Create and manage service level agreements

    After completing this module, you will be able to:

    • Create and manage entitlements
    • Create and manage service level agreements

    In this module you will learn how to create knowledge management solutions, and use knowledge articles to resolve cases

    Lessons

    • Lesson 1: Create knowledge management solutions
    • Lesson 2: Use knowledge articles to resolve cases
    • Lesson 3: Create and manage SLAs

    After completing this module, you will be able to:

    • Create and use knowledge management solutions
    • Use knowledge articles to resolve cases

    In this module you will learn how to engage with customers using Dynamics 365 Customer Voice

    Lessons

    • Lesson 1: Create a survey project
    • Lesson 2: Create surveys
    • Lesson 3: Send surveys
    • Lesson 4: Automate surveys

    After completing this module, you will be able to:

    • Work with Dynamics 365 Customer Voice to send surveys to customers and collect feedback

    In this module, you will learn how to schedule services and resources using Customer Service Scheduling

    Lessons

    • Lesson 1: Configure Customer Service Scheduling
    • Lesson 2: Schedule services

    After completing this module, you will be able to:

    • Schedule services and resources using Dynamics 365 Customer Service Scheduling

    In this module, you will learn how to use Customer Service workspaces

    Lessons

    • Lesson 1: Enhance agent productivity
    • Lesson 2: App profile manager

    After completing this module, you will be able to:

    • Use customer service workspaces to enhance agent productivity
    • Use the app profile manager

    In this module, you will learn how to use Omnichannel for Dynamics 365 Customer Service

    Lessons

    • Lesson 1: Getting started
    • Lesson 2: Routing and work distribution
    • Lesson 3: Deploy an SMS channel
    • Lesson 4: Deploy chat widgets
    • Lesson 5: Create smart assist solutions

    After completing this module, you will be able to:

    • Work with Omnichannel for Dynamics 365 Customer Service

    In this module, you will learn how to work with insights in Customer Service to use Artificial Intelligence (AI) in your Dynamics 365 Customer Service solution.

    Lessons

    • Lesson 1: Get started
    • Lesson 2: Create visualizations

    After completing this module, you will be able to:

    • Work with insights in Customer Service to use Artificial Intelligence (AI) in your Dynamics 365 Customer Service solution.
    • Create visualizations in Customer Service

    In this module, you will learn how to use Connected Customer Service to proactively handle customer service scenarios

    Lessons

    • Lesson 1: Getting started
    • Lesson 2: Registering and managing devices

    After completing this module, you will be able to:

    • Work with Connected Customer Service
    • Register and manage devices

    In this module, you will learn how to work with the Microsoft Power Platform to enhance your Dynamics 365 Customer Service solution

    Lessons

    • Lesson 1: Create custom apps
    • Lesson 2: Integrate a Power Virtual Agents bot

    After completing this module, you will be able to:

    • Create custom apps in Microsoft Power Platform for your Customer Service solution
    • Integrate a Power Virtual Agents bot

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