Enhance case management and omnichannel customer experience
This course presents the use of Microsoft Dynamics 365 Customer Service to improve the management and resolution of customer requests. It covers case creation and tracking, process automation, as well as data analysis to optimize service quality.
Is it for you ?
This course is intended for Dynamics 365 Customer Service business consultants, as well as consultants working on other Dynamics 365 applications who wish to deepen their knowledge of customer service and solution configuration.
Prerequisite
None.
What You'll Walk Away With
- ✓ Manage cases end-to-end using workflows, status transitions, and advanced case handling
- ✓ Optimize workload distribution with queues and unified routing capabilities
- ✓ Automate record creation and processes using Power Automate
- ✓ Leverage knowledge base management to speed up resolution and improve service quality
- ✓ Deploy omnichannel experiences (chat, SMS, bots) and analyze performance with Power BI and Customer Insights
Training content
1 Module 1: Get started with Dynamics 365 Customer Service
- Introduction to Dynamics 365 Customer Service
- Basic components of Customer Service
- Understanding the modern customer journey
- Knowledge check
2 Module 2: Case management with Dynamics 365 Customer Service Hub
- Review the end-to-end case resolution process in Dynamics 365
- Identify the various options available to create and define cases
- Use business process flows to guide agents through case resolution
- Review when and how parent/child cases are used
- Identify when similar cases should be merged
- Use case status reason transitions and configure custom status transitions
3 Module 3: Manage case workloads using Microsoft Dynamics 365 Customer Service queues
- Identify the different types of queues available in Microsoft Dynamics 365
- Create a queue and define its members
- Assignment, selection, and release of queue items
- Define routing rule sets to move items to specific queues
- Configure other Dynamics 365 tables so they can be used with queues
4 Module 4: Automatically create or update records in Customer Service Hub
- Discover automatic record creation and review cases where you can use it
- Review the process of defining rules using the Customer Service Hub app
- Review rule items, their use in a rule, and the process of defining them in a rule
- Discover how to use Microsoft Power Automate to create the record in the app
- Discover how to configure the Power Automate flow to map a contact manually
- Review how to use the activity monitor to examine the status of rules being processed
5 Get started with unified routing for Dynamics 365 Customer Service
- Discover basic routing
- Configure unified routing
- Create and manage user settings
- Discover queues and workstreams
6 Create and manage entitlements in Microsoft Dynamics 365 Customer Service
- Create and define entitlement records
- Control when an entitlement is applied
- Define specific entitlement terms and supported channels
- Define entitlements specific to a product or contact
- Use multiple entitlement records for a specific customer
- Use entitlement templates to quickly create new entitlements
7 Create knowledge management solutions in Dynamics 365 Customer Service
- Identify scenarios where knowledge base articles can be used
- Create and define knowledge base articles in Dynamics 365
- Manage the knowledge base article lifecycle
- Control article versioning, translation, and publishing options
8 Use knowledge base articles to resolve Dynamics 365 Customer Service cases
- Configure Dynamics 365 entities for use with knowledge management
- Define and control article display options on entities
- Search for and use articles to resolve Dynamics 365 cases
- View and manage knowledge base article analytics
9 Create a survey project with Dynamics 365 Customer Voice
- Learn about Dynamics 365 Customer Voice and its benefits for an organization
- Create your first project
- Discover general project features and functionality
10 Create customer surveys with Dynamics 365 Customer Voice
- Create your first survey with a custom theme and branding
- Discover when to use branching rules to guide respondents through a survey
- Personalize surveys with variables
11 Automate Dynamics 365 Customer Voice surveys with Power Automate
- Discover the purpose of using variables to further personalize surveys
- Create a flow in Power Automate to create and send survey invitations to customers
12 Discover the purpose of using variables to further personalize surveys
- Create a flow in Power Automate to create and send survey invitations to customers
13 Configure Customer Service Scheduling
- Discover how to configure Customer Service Scheduling
- Discover how to define resources
14 Schedule services with Customer Service Scheduling
- Discover how to define services
- Discover how to configure fulfillment preferences
- Learn how to create and schedule service activities
15 Enhance agent productivity with Customer Service workspace
- View and edit records
- Use cases
16 Create personalized agent experiences with App Profile Manager in Customer Service
- Discover the App Profile Manager feature, when it is available, and how to access it
- Create custom profiles with the UI
- Define channels and productivity features available in a profile
- Configure session templates
- Create application tab templates
- Create notification templates and use notification fields
- Review session and notification templates associated with workstreams
17 Get started with Omnichannel for Customer Service
- Discover the agent experience and session management
- Use conversations and customer summaries
18 Route and distribute work with the unified routing feature of Dynamics 365 Customer Service
- Configure the components involved in work item classification and assignment
- Classify work items and route work to collaborators
- Configure queues to distribute work
- Run diagnostics
19 Deploy an SMS channel in Omnichannel for Dynamics 365 Customer Service
- Configure an SMS channel
- Configure phone numbers and messaging accounts such as TeleSign and Twilio
- Configure the SMS workstream and workstream options
- Route SMS conversations
- Configure additional settings
20 Deploy chat widgets with Omnichannel for Dynamics 365 Customer Service
- Create a chat channel
- Allow chat transcripts and file uploads
- Use pre-chat and post-chat surveys
- Integrate a chat widget into a portal
21 Get started with Customer Service Insights
- Learn about Customer Service Insights and its benefits for an organization
- Study the configuration of Customer Service Insights for your organization
- Learn about installing the Power BI app for Customer Service Insights to gain insights
- Discover the different dashboards available
22 Create visualizations for Dynamics 365 Customer Service
- Discover how to create charts
- Learn how to use and create tier 1 and tier 2 interactive dashboards
- Discover how to use Microsoft Power BI to view Dynamics 365 Customer Service data
23 Get started with Connected Customer Service for Dynamics 365 and Azure IoT
- Discover the Connected Customer Service add-in for Microsoft Dynamics 365
- Choose a deployment type
- Install the Connected Customer Service add-in
- Discover customer assets and IoT alerts
24 Integrate a Power Virtual Agents bot into Omnichannel for Customer Service
- Create an Azure Active Directory application
- Configure the Power Virtual Agents bot
- Configure Omnichannel for Customer Service
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📌 Practical information
Our training sessions are available as private sessions, delivered in person at your premises, in a virtual format, or in our training rooms according to your needs.
Dates, schedules, language of instruction, and formats are fully customizable for your team.
To schedule a training session or request a proposal, please fill out the request form below and our team will get back to you shortly.
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