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.
Questions about this? let our team answer them!
Course Outline
1. Transform service delivery with AI in Dynamics 365
• Connect customer needs to service work
• Build the Customer Service data foundation
• Connect the modern customer journey
• Transform service work with AI agents
• Extend Customer Service across the organization
2. Manage cases with Copilot Service workspace
• Navigate Copilot Service workspace
• Create and track cases
• Automate case creation
• Case management scenarios
• Use Copilot to assist in resolving customer issues
• Use Case Management Agent
3. Manage case workloads with Dynamics 365 Customer Service queues
• Introduction to Dynamics 365 Customer Service queues
• Enable a table for queues
• Create a basic queue
• Manage basic queue items
• Design basic routing rule sets
4. Work with service-level agreements in Dynamics 365 Customer Service
• Configure customer service and holiday schedules
• Configure SLA KPIs and service-level agreements
• Define SLA items
• Configure custom SLA KPIs
• Apply and manage SLAs
5. Create and manage entitlements in Microsoft Dynamics 365 Customer Service
• Overview of entitlements
• Create entitlement records
• Configure entitlement channels
• Control entitlement eligibility and lifecycle
• Create entitlement templates
6. Configure knowledge management in Dynamics 365 Customer Service and Contact Center
• Configure knowledge management foundations
• Author and publish knowledge articles
• Configure the Customer Knowledge Management Agent
• Manage knowledge article versions, categories, and translations
• Govern knowledge access and quality
• Plan knowledge sources and delivery channels
7. Search and filter knowledge articles by using Dynamics 365 Customer Service
• Configure internal search behavior and filters
• Choose an external knowledge search approach
• Configure and monitor search providers
• Configure knowledge availability in service experiences
• Improve knowledge discovery with analytics
8. Use knowledge articles to resolve Dynamics 365 Customer Service cases
• Find knowledge during customer interactions
• Evaluate suggested and filtered knowledge
• Use and share knowledge to resolve cases
• Improve knowledge through ratings and feedback
9. Set up unified routing in Dynamics 365 Customer Service
• Route cases by using basic routing rule sets
• Set up unified routing
• Create and manage users
• Create and manage queues for unified routing
• Set up workstreams for record routing
10. Configure work classification and assignment in Dynamics 365 Customer Service
• Set up work classification
• Route items to queues
• Set up work assignments in queues
• Get started with intelligent routing
11. Use skill-based routing in Dynamics 365 Customer Service
• Define proficiency scales
• Create skill types and skills
• Assign skills to representatives
• Define a default skill-matching algorithm for a workstream
• Attach skills to work items
• Build intelligent skill finder models
12. Configure AI for case management in Dynamics 365 Customer Service
• Enable Copilot experiences and access
• Configure case and custom record summaries
• Configure Case Management Agent
• Configure Copilot in custom apps and forms
• Configure the Customer Support agent
13. Configure experience profiles in Dynamics 365 Customer Service
• Create and assign experience profiles
• Application tab templates
• Session templates
• Configure productivity pane access
• Validate the representative experience
14. Configure scripts, macros, and productivity tools in Dynamics 365 Customer Service
• Configure macros
• Pass context and select macro actions
• Configure scripts
• Configure productivity tools in the productivity pane
15. Collaborate with Microsoft Teams in Dynamics 365 Customer Service
• Set up Microsoft Teams chat in Customer Service
• Configure suggested contacts for Microsoft Teams chat
• Use embedded Teams chat in Customer Service
• Invite customers to join a Teams call
16. Support customers across engagement channels in Dynamics 365 Customer Service
• Understand customer engagement models
• Explore customer engagement channels
• Understand how channel interactions reach representatives
• Connect conversations with customers and cases
• Bring channels together in Copilot Service workspace
• Apply AI across customer interactions
17. Handle conversations in Copilot Service workspace
• Receive conversation work and manage presence
• Manage sessions and application tabs
• Communicate with customers
• Use customer and case context
• Consult, transfer, and collaborate during conversations
• Close, end, and wrap up conversations
• Use Copilot during conversations
18. Configure reliable email intake in Dynamics 365 Customer Service
• Plan the email intake flow
• Prepare a queue mailbox for incoming email
• Design automatic case creation from email
• Route email-originated work
• Validate and troubleshoot email intake
19. Create custom apps for Dynamics 365 Customer Service
• Create Power Apps for Dynamics 365 Customer Service
• Configure the Customer Service data model
• Configure forms, views, and app navigation
• Customize case management in Dynamics 365 Customer Service
• Automate and deploy Customer Service customizations
• Plan Customer Service self-service with Power Pages
20. Analyze Dynamics 365 Customer Service with reports and dashboards
• Analyze Customer Service data with views and charts
• Create Customer Service dashboards
• Configure Customer Service analytics and access
• Interpret Customer Service historical analytics
• Analyze Customer Service data with Power BI
21. Capture customer feedback with Dynamics 365 Customer Voice
• Plan feedback with Dynamics 365 Customer Voice
• Plan a Customer Voice project
• Create and customize a case feedback survey
• Distribute and automate case feedback surveys
• Analyze case feedback responses
Course Details
• Basic understanding of customer service processes
• Familiarity with accounts, contacts, cases, and queues in Dynamics 365
• Access to a Dynamics 365 Customer Service trial or licensed environment
• Basic understanding of Dynamics 365 Customer Service
• Familiarity with cases and Copilot Service workspace
• Familiarity with cases, queues, and representative workloads
• Basic understanding of Dynamics 365 Customer Service and Copilot Service workspace
• Familiarity with experience profiles and Dataverse security roles
• Basic understanding of responsible AI concepts
• Basic understanding of Dynamics 365 Customer Service and case management
• Familiarity with queues and unified routing
• Familiarity with Dynamics 365 Customer Service and case management
• Familiarity with Microsoft Dataverse and Microsoft Power Automate
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.
For online (live) format
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