Course Outline
Module 1: Overview of Dynamics 365 Customer Service
Module 2: Case management within the Customer Service Hub
Module 3: Managing case volumes via queues
Module 4: Automating the creation and updating of records
Module 5: Getting started with unified routing in Customer Service
Module 6: Establishing and maintaining entitlements
Module 7: Utilising Service Level Agreements (SLAs)
Module 8: Developing knowledge management frameworks
Module 9: Applying knowledge articles for case resolution
Module 10: Setting up survey projects with Customer Voice
Module 11: Designing customer surveys using Customer Voice
Module 12: Distributing Customer Voice surveys
Module 13: Automating survey workflows with Power Automate
Module 14: Setting up service scheduling
Module 15: Managing service bookings via Customer Service Scheduling
Module 16: Enhancing agent efficiency through Customer Service Workspace
Module 17: Personalising agent workflows with Agent Experience Profiles
Module 18: Introduction to Omnichannel for Customer Service
Module 19: Directing and allocating tasks using unified routing
Module 20: Incorporating SMS channels into Omnichannel
Module 21: Deploying chat widgets via Omnichannel
Module 22: Creating intelligent assistance features in Omnichannel
Module 23: Overview of Customer Service Insights
Module 24: Developing visual representations of Customer Service data
Module 25: Introduction to Connected Customer Service and Azure IoT
Module 26: Registering and overseeing devices via Connected Customer Service
Module 27: Developing bespoke applications for Customer Service
Module 28: Connecting Copilot Studio with Omnichannel for Customer Service
Summary and Next Steps
Requirements
- A foundational understanding of core CRM principles
- Practical experience with customer support workflows or service 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 managing customer support infrastructure
