Course Outline
Module 1: Overview of Dynamics 365 Customer Service
Module 2: Managing cases via the Customer Service Hub
Module 3: Balancing case workloads through queues
Module 4: Streamlining record creation and updates via automation
Module 5: Foundational concepts of unified routing in Customer Service
Module 6: Establishing and maintaining entitlements
Module 7: Utilizing Service Level Agreements (SLAs)
Module 8: Developing knowledge management frameworks
Module 9: Leveraging knowledge articles for case resolution
Module 10: Setting up survey initiatives with Customer Voice
Module 11: Designing customer surveys via Customer Voice
Module 12: Distributing Customer Voice surveys
Module 13: Streamlining survey processes with Power Automate
Module 14: Setting up service scheduling parameters
Module 15: Scheduling services via Customer Service Scheduling
Module 16: Enhancing agent efficiency through Customer Service Workspace
Module 17: Personalizing agent workflows with Agent Experience Profiles
Module 18: Core features of Omnichannel for Customer Service
Module 19: Distributing workloads via unified routing
Module 20: Integrating SMS channels within Omnichannel
Module 21: Deploying chat widgets through Omnichannel
Module 22: Developing intelligent assistance features in Omnichannel
Module 23: Overview of Customer Service Insights
Module 24: Developing visual dashboards for Customer Service metrics
Module 25: Introductory look at Connected Customer Service and Azure IoT
Module 26: Enrolling and overseeing devices in Connected Customer Service
Module 27: Developing bespoke applications for Customer Service
Module 28: Linking Copilot Studio with Omnichannel for Customer Service
Summary and Future Directions
Requirements
- A solid grasp of fundamental CRM principles
- Practical experience with customer support or service operations
- Working knowledge of Microsoft 365 or Dynamics 365 platforms
Target Audience
- Customer service specialists and team managers
- CRM administrators and Dynamics 365 consultants
- IT professionals overseeing customer support infrastructure
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 6500 € + VAT*
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