- Common customer service scenarios
- Related service apps
- Installing and configuring Dynamics 365 Customer Service
- Security roles
- Related applications
- Analytics and Insights Lab
- Set up the lab environment
- Log into Power Platform admin centre and Customer Service Hub
- Case management overview
- Creating case records
- Queue management
- Case routing
- Automating case creation and routing
- Resolving cases Lab
- Creating cases
- Creating Queues
- Resolve cases
Module 1: Customer Service Overview
Module 2: Case Management
- SLA and entitlement overview
- Create and manage entitlements
- Create and manage SLAs Lab
- Entitlements and templates
- Knowledge management overview
- Authoring and organizing
- Use knowledge content
- Manage knowledge content Lab
- Create knowledge articles
Module 3: Service Level Agreements and Entitlements
Module 4: Knowledge Management
- Introduction to Omnichannel
- Entity record routing
- Routing and work distribution
- Configure message channels
- Deploy chat widgets
- Create smart assist solutions
- Integrate a Power Virtual Agents bot
- Productivity tools Lab
- Communicate with the customer
- Configure an SMS Channel and SMS Work Stream
- Establish a connection between Omnichannel for Customer Service and a Twilio account
- Create a PVA bot to handle conversations
- Configure Omnichannel to use the PVA Bot
- Design macros with scripting to assist agents with opening, resolving and closing cases
- Getting Started with Customer Service Scheduling
- Configure Customer Service Scheduling
- Defining and working with bookable resources
- Working with services
- Working with fulfilment preferences
- Scheduling service activities
- Rescheduling service activities and substituting resources Lab
- Configure Customer Service Scheduling
- Create and Schedule Service Activities
Module 5 Omnichannel
Module 6: Customer Service Scheduling
- Getting started with Connected Customer Service and IoT
- Registering devices
- Device management and interaction
- IoT alerts and sending commands
- Incorporate Artificial Intelligence (AI) in Customer Service
- Get started with Customer Service Insights
- Work with Customer Service call insights Lab
- Configure topics settings and use Customer Service Insights
Module 7: Connected Customer Service
Module 8: Knowledge Management