Module 1: Cases management
- Get started with Dynamics 365 Customer Service
- Managing cases with Dynamics 365 Customer Service
- Use Microsoft Dynamics 365 Customer Service queues to manage case workloads
- Create or update records automatically in Customer Service Hub
- Unified Routing in Dynamics 365 Customer Service
Module 2: Entitlements and Service Levels
- Create and manage entitlements in Microsoft Dynamics 365 Customer Service
- Manage Service Level Agreements with Dynamics 365 Customer Service
Module 3: Knowledge Management
- Create knowledge management solutions in Dynamics 365 Customer Service
- Use knowledge articles to resolve Dynamics 365 Customer Service cases
Module 4: Multi-session experiences
- Enhance agent productivity with Customer Service workspace
- Create custom experiences for agents with the App profile manager in Customer Service
Module 5: Routing
- Examine routing options available
- Basic Routing
- Getting Started with Unified Routing
Module 6: Omnichannel for Dynamics 365 Customer Service
- Get started with Omnichannel for Customer Service
- Configure message channels in Omnichannel for Customer Service
- Deploy chat widgets in Omnichannel for Customer Service
Module 7: Customer Voice
- Create a survey project with Dynamics 365 Customer Voice
- Create surveys with Dynamics 365 Customer Voice
- Send Dynamics 365 Customer Voice surveys
- Automate Dynamics 365 Customer Voice surveys with Power Automate
Module 8: Service scheduling
- Configuring Customer Service scheduling
- Schedule services with Customer Service scheduling
Module 9: Analytics and Insights
- Get started with Customer Service Insights
- Create visualizations for Customer Service
Module 10: Connected Customer Service
- Get started with Connected Customer Service for Dynamics 365 and Azure IoT
- Register and manage devices with Connected Customer Service for Dynamics 365 and Azure IoT
Module 11: Power Platform for Customer Service
- Create custom apps for Dynamics 365 Customer Service
- Integrate a Power Virtual Agents bot with Omnichannel for Customer Service
