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, you 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, you 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, you 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, you 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, you 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, you 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, you 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, you 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, you will be able to:
Create custom apps in Microsoft Power Platform for your Customer Service solution
Integrate a Power Virtual Agents bot