About This Course
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.
Prerequisites
This course is designed for functional consultants working with Dynamics 365 Customer Service, or functional consultants who work with other Dynamics 365 apps who want to expand their knowledge of Customer Service
Course Outline
Module 1: Work with Cases
In this module you will learn about working with Cases in Dynamics 365 Customer Service.
Lesson
- 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
- Create or update records automatically
Module 2: Work with entitlements and service level agreements
In this module you will learn how to create and manage entitlements and service level agreements
Lesson
- Lesson 1: Create and manage entitlements
- Lesson 2: Create and manage service level agreements
Module 3: Work with knowledge managementI
In this module you will learn how to create knowledge management solutions, and use knowledge articles to resolve cases
Lesson
- Lesson 1: Create knowledge management solutions
- Lesson 2: Use knowledge articles to resolve cases
- Lesson 3: Create and manage SLAs
Module 4: Create surveys with Customer VoiceI
In this module you will learn how to engage with customers using Dynamics 365 Customer Voice
Lesson
- Lesson 1: Create a survey project
- Lesson 2: Create surveys
- Lesson 3: Send surveys
- Lesson 4: Automate surveys
Module 5: Schedule services
In this module, you will learn how to schedule services and resources using Customer Service Scheduling
Lesson
- Lesson 1: Configure Customer Service Scheduling
- Lesson 2: Schedule services
Module 6: Work with Dynamics 365 Customer Service workspaces
In this module, you will learn how to use Customer Service workspaces
Lesson
- Lesson 1: Enhance agent productivity
- Lesson 2: App profile manager
Module 7: Omnichannel for Dynamics 365 Customer Service
In this module, you will learn how to use Omnichannel for Dynamics 365 Customer Service
Lesson
- 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
Module 8: Manage analytics and insights
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.
Lesson
- Lesson 1: Get started
- Lesson 2: Create visualizations
Module 9: Connected Customer Service
In this module, you will learn how to use Connected Customer Service to proactively handle customer service scenarios
Lesson
- Lesson 1: Getting started
- Lesson 2: Registering and managing devices
Module 10: Implement Microsoft Power Platform
In this module, you will learn how to work with the Microsoft Power Platform to enhance your Dynamics 365 Customer Service solution
Lesson
- Lesson 1: Create custom apps
- Lesson 2: Integrate a Power Virtual Agents bot
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