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    Overview

    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.

    Job role: Functional Consultant

    Preparation for exam: MB-230

    Features: none

    Skills gained

    • 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
    • Work with Omnichannel
    • Work with Connected Customer Service
    • Work with Customer Service Scheduling
    • Work with Customer Service Insights
    • Work with Microsoft Power Platform
    • Work with Customer Service workspaces

    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

     

    Description

    Module 1: Work with Cases

    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

    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

    Lessons

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

    After completing this module, students will be able to:

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

    Module 3: Work with knowledge management

    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, students will be able to:

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

    Module 4: Create surveys with Customer Voice

    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, students will be able to:

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

    Module 5: Schedule services

    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, students will be able to:

    • Schedule services and resources using Dynamics 365 Customer Service Scheduling

    Module 6: Work with Dynamics 365 Customer Service workspaces

    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, students will be able to:

    • Use customer service workspaces to enhance agent productivity
    • Use the 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

    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, students will be able to:

    • Work with Omnichannel for Dynamics 365 Customer Service

    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.

    Lessons

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

    After completing this module, students 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

    Module 9: Connected 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, students will be able to:

    • Work with Connected Customer Service
    • Register and manage 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

    Lessons

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

    After completing this module, students will be able to:

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