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
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
Lesson
- 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
Lesson
- 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
Lesson
- 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
Lesson
- 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
Lesson
- 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
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
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.
Lesson
- 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
Lesson
- 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
Lesson
- 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
