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.

Course dates and course fee may be subjected to changes.

Course Outline

Lesson 1: Get started with Dynamics 365 Customer Service

• Introducing Dynamics 365 Customer Service
• Customer Service core components
• Understand the modern customer journey

Lesson 2: Managing cases with Dynamics 365 Customer Service Hub

• Case management overview
• Case creation and lifecycle
• Considerations for case creation automation
• Exercise – Create and resolve cases
• Case management scenarios
• Case management dashboard scenarios
• Case management work with cases scenarios
• Work with status reason transitions
• Exercise – Manage cases in Microsoft Dynamics 365

Lesson 3: Use Microsoft Dynamics 365 Customer Service queues to manage case workloads

• Configure tables for queues
• Create a Microsoft Dynamics 365 queue
• Work with queues
• Exercise – Use queues to manage case workloads
• Routing rule sets
• Exercise – Use routing rules to assign cases to specific queues

Lesson 4: Create or update records automatically in Customer Service Hub

• Set up rules to create or update records automatically
• Configure rules for creating or updating records automatically
• Map records manually with Power Automate
• Complete and activate your rule
• Use the activity monitor to review and track rules

Lesson 5: Get started with unified routing for 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

Lesson 6: Create and manage entitlements in Microsoft Dynamics 365 Customer Service

• Overview of entitlements
• Create entitlements records
• Work with entitlement channels
• Other considerations
• Exercise – Manage support contracts by using entitlements

Lesson 7: Create knowledge management solutions in Dynamics 365 Customer Service

• Knowledge management overview
• Create and define knowledge articles
• Knowledge article lifecycle
• Manage knowledge article versions, categories, and translations
• Knowledge article publication
• Exercise – Create and maintain knowledge articles

Lesson 8: Use knowledge articles to resolve Dynamics 365 Customer Service cases

• Knowledge article and case resolution overview
• Enable and configure entities for Knowledge Search
• Configure article search and display options
• Search for knowledge articles
• Exercise – Resolve Microsoft Dynamics 365 cases by using knowledge articles
• Article analytics

Lesson 9: Create a survey project with Dynamics 365 Customer Voice

• Dynamics 365 Customer Voice
• Projects in Dynamics 365 Customer Voice
• Create your first project
• Exercise – Create a basic project

Lesson 10: Create customer surveys with Dynamics 365 Customer Voice

• Survey headers and branding
• Add branching logic to surveys
• Personalize a survey with variables
• Add satisfaction metrics to a survey and project
• Add multiple languages for your surveys
• Exercise – Create a basic survey

Lesson 11: Send Dynamics 365 Customer Voice surveys

• Create and personalize email templates
• Translate email templates into other languages
• Email a survey
• Upload CSV files
• Use links and QR codes
• Analyze survey reports
• Exercise – Create an email template

Lesson 12: Automate Dynamics 365 Customer Voice surveys with Power Automate

• Send a survey with Power Automate
• Create an invitation
• Expand variables to further customize surveys
• Use the locale variable for multilingual surveys
• Use variables for follow-up actions
• Exercise – Create a survey invitation

Lesson 13: Set up Customer Service scheduling

• Set up service scheduling
• Define resources

Lesson 14: Schedule services with Customer Service scheduling

• Set up fulfilment preferences
• Create service activities
• Schedule service activities

Lesson 15: Enhance agent productivity with Customer Service workspace

• Explore the Customer Service workspace user interface
• View and edit records
• Work with case records
• Use the Productivity pane in Customer Service workspace

Lesson 16: Create custom experiences for agents with the App profile manager in Customer Service

• Get started with the app profile manager
• Create and use app profiles to manage apps
• Application tab templates
• Session templates
• Manage notification settings and templates
• Use templates in workstreams

Lesson 17: Getting started with Omnichannel for Customer Service

• Use the agent interface
• Manage sessions and work with applications
• Work with conversations
• Work with customer information
• Helping an agent’s productivity
• Helping an agent’s productivity

Lesson 18: Route and distribute work with unified routing in Dynamics 365 Customer Service

• Set up work classification
• Route items to queues
• Set up work assignments in queues
• Get started with intelligent routing
• Diagnostics

Lesson 19: Deploy an SMS channel Omnichannel for Dynamics 365 Customer Service

• Configure phone numbers and messaging accounts
• Configure SMS workstream
• Configure SMS workstream options
• Route SMS conversations
• Configure Additional Settings

Lesson 20: Deploy chat widgets with Omnichannel for Dynamics 365 Customer Service

• Create a chat channel
• Allow chat transcripts and file downloads
• Work with pre-chat and post-chat surveys
• Embed a chat widget in a portal
• Use proactive chat

Lesson 21: Create smart assist solutions in Omnichannel for Dynamics 365 Customer Service

• Work with Microsoft Adaptive Cards
• Build a smart assist bot
• Integrate a smart assist bot with Omnichannel for Customer Service

Lesson 22: Get started with Customer Service Insights

• Configure Customer Service Insights
• Use Customer Service Analytics dashboards in Power BI
• Discover Customer Service Insights dashboards
• Discover Knowledge search analytics

Lesson 23: Create visualizations for Dynamics 365 Customer Service

• Create and use charts
• Create dashboards for Customer Service
• Reports in Dynamics 365 Customer Service
• Use Power BI to view Customer Service data

Lesson 24: Get started with Connected Customer Service for Dynamics 365 and Azure IoT

• Choose a deployment type
• Install Connected Customer Service
• Customer assets and IoT alerts

Lesson 25: Register and manage devices with Connected Customer Service for Dynamics 365 and Azure IoT

• Generate alerts from IoT devices
• Device management and interaction
• Create and send commands to IoT devices

Lesson 26: Create custom apps for Dynamics 365 Customer Service

• Create Power Apps for Dynamics 365 Customer Service
• Deploy a self-service portal for Customer Service
• Customize case management

Lesson 27: Integrate a Power Virtual Agents bot with Omnichannel for Customer
Service

• Create an Azure Active Directory application
• Configure the Power Virtual Agents bot
• Configure Omnichannel for Customer Service