Course Outline
Module 1: Overview of Dynamics 365 Customer Service
Module 2: Handling case management via the Customer Service Hub
Module 3: Controlling case workloads through queues
Module 4: Automating the creation and updating of records
Module 5: Understanding unified routing in Customer Service
Module 6: Setting up and administering entitlements
Module 7: Managing Service Level Agreements (SLAs)
Module 8: Developing knowledge management strategies
Module 9: Utilizing knowledge articles for case resolution
Module 10: Initiating survey projects with Customer Voice
Module 11: Designing customer surveys using Customer Voice
Module 12: Dispatching Customer Voice surveys
Module 13: Automating survey processes via Power Automate
Module 14: Setting up service scheduling
Module 15: Arranging services through Customer Service Scheduling
Module 16: Enhancing agent efficiency with Customer Service Workspace
Module 17: Tailoring agent interactions using Agent Experience Profiles
Module 18: Introduction to Omnichannel for Customer Service
Module 19: Allocating and distributing tasks via unified routing
Module 20: Implementing SMS channels within Omnichannel
Module 21: Launching chat widgets through Omnichannel
Module 22: Creating intelligent assistance features in Omnichannel
Module 23: Introduction to Customer Service Insights
Module 24: Developing visual dashboards for Customer Service data
Module 25: Overview of Connected Customer Service and Azure IoT
Module 26: Enrolling and overseeing devices in Connected Customer Service
Module 27: Developing custom applications for Customer Service
Module 28: Integrating Copilot Studio with Omnichannel for Customer Service
Wrap-up and Future Directions
Requirements
- A solid grasp of fundamental CRM principles.
- Practical experience with customer support or service workflows.
- Knowledge of Microsoft 365 or Dynamics 365 ecosystems.
Target Audience
- Customer service specialists and team leads.
- CRM administrators and Dynamics 365 consultants.
- IT professionals in charge of customer support infrastructures.
Custom Corporate Training
Training solutions designed exclusively for businesses.
- Customized Content: We adapt the syllabus and practical exercises to the real goals and needs of your project.
- Flexible Schedule: Dates and times adapted to your team's agenda.
- Format: Online (live), In-company (at your offices), or Hybrid.
Price per private group, online live training, starting from 8000 € + VAT*
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