Course Outline
Module 1: Overview of Dynamics 365 Customer Service
Module 2: Handling case management via the Customer Service Hub
Module 3: Overseeing case loads through queue management
Module 4: Streamlining record creation and modifications through automation
Module 5: Basics of unified routing in Customer Service
Module 6: Defining and administering service entitlements
Module 7: Utilizing Service Level Agreements (SLAs)
Module 8: Developing knowledge management frameworks
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: Distribution of Customer Voice surveys
Module 13: Survey automation via Power Automate
Module 14: Setting up service scheduling parameters
Module 15: Coordinating service appointments with Customer Service Scheduling
Module 16: Enhancing agent efficiency through Customer Service Workspace
Module 17: Personalizing agent workflows with Agent Experience Profiles
Module 18: Overview of Omnichannel for Customer Service
Module 19: Work distribution and routing through unified routing
Module 20: Setting up SMS channels within Omnichannel
Module 21: Installing chat widgets via Omnichannel
Module 22: Developing intelligent assistance capabilities in Omnichannel
Module 23: Introduction to Customer Service Insights
Module 24: Generating data visualizations for Customer Service
Module 25: Overview of Connected Customer Service and Azure IoT
Module 26: Registration and management of devices in Connected Customer Service
Module 27: Development of custom applications for Customer Service
Module 28: Integration of Copilot Studio with Omnichannel for Customer Service
Concluding Summary and Future Directions
Requirements
- A solid grasp of fundamental CRM principles
- Prior involvement in customer support or service delivery processes
- Proficiency with Microsoft 365 or other Dynamics 365 platforms
Target Participants
- Customer service specialists and team managers
- CRM administrators and Dynamics 365 consultants
- IT professionals in charge of deploying customer support infrastructure
Testimonials (1)
The practice and trainer knowledge
