Duration

4 days.

Prerequisites

This course is designed for persons who are aspiring to the Microsoft 365 Enterprise Admin role and have completed one of the Microsoft 365 work load administrator certification paths.

    Skills Gained

    After completing this course, you will be able to:

    • Install and configure the customer service app
    • Identify common customer service scenarios
    • Complete a case resolution process
    • Analyze customer service data
    • Automate case management record processing
    • Create and use knowledge articles
    • Create and use entitlements and service level agreements

      Who Can Benefit?

      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.

        Outline for Microsoft Dynamics 365 Customer Service Training

        Outline

        • Get started with Dynamics 365 Customer Service
        • Managing cases with Dynamics 365 Customer Service Hub
        • Use Microsoft Dynamics 365 Customer Service queues to manage case workloads
        • Create or update records automatically in Customer Service Hub
        • Get started with unified routing for Dynamics 365 Customer Service
        • Create and manage entitlements in Microsoft Dynamics 365 Customer Service
        • Create knowledge management solutions in Dynamics 365 Customer Service
        • Use knowledge articles to resolve Dynamics 365 Customer Service cases
        • Create a survey project with Dynamics 365 Customer Voice
        • Create customer surveys with Dynamics 365 Customer Voice
        • Send Dynamics 365 Customer Voice surveys
        • Automate Dynamics 365 Customer Voice surveys with Power Automate
        • Set up Customer Service scheduling
        • Schedule services with Customer Service scheduling
        • Enhance agent productivity with Customer Service workspace
        • Create custom experiences for agents with agent experience profiles in Customer Service
        • Getting started with Omnichannel for Customer Service
        • Route and distribute work with unified routing in Dynamics 365 Customer Service
        • Deploy an SMS channel in Omnichannel for Dynamics 365 Customer Service
        • Deploy chat widgets with Omnichannel for Dynamics 365 Customer Service
        • Create smart assist solutions in Omnichannel for Dynamics 365 Customer Service
        • Get started with Customer Service Insights
        • Create visualizations for Dynamics 365 Customer Service
        • Get started with Connected Customer Service for Dynamics 365 and Azure IoT
        • Register and manage devices with Connected Customer Service for Dynamics 365 and Azure IoT
        • Create custom apps for Dynamics 365 Customer Service
        • Integrate a Power Virtual Agents bot with Omnichannel for Customer Service