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Microsoft Dynamics 365 Customer Service

Microsoft Dynamics 365 Customer Service offers any organization an opportunity for customer success. Using tools such as automatic case creation and queue management frees up your time to dedicate it...

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By Request
$2,380 USD GSA  $660.83
Course Code MB-230T01
Duration 4 days
Available Formats Classroom

Overview

Schedule

FAQ

Reviews

Microsoft Dynamics 365 Customer Service offers any organization an opportunity for customer success.  Using tools such as automatic case creation and queue management frees up your time to dedicate it where you can have a greater impact, directly with your customers.Join our team of globally recognized experts as they take you step by step from creating cases to interacting with customers to resolving those cases.  Once you’ve resolved those cases you can learn from data analysis the key details to help you resolve similar cases faster or avoid new issues altogether.

Audience Profile

A Dynamics 365 Customer Engagement Functional Consultant is responsible for performing discovery, capturing requirements, engaging subject matter experts and stakeholders, translating requirements, and configuring the solution and applications. The Functional Consultant implements a solution using out of the box capabilities, codeless extensibility, application and service integrations.

Skills Gained

After completing this course, you will be able to:

  • Install and configure the customer service app
  • Identify common customer service scenarios
  • Complete a case resolution process
  • Analyze customer service data
  • Automate case management record processing
  • Create and use knowledge articles
  • Create and use entitlements and service level agreements

Prerequisites

This course is designed for persons who are aspiring to the Microsoft 365 Enterprise Admin role and have completed one of the Microsoft 365 work load administrator certification paths.

Course Details

Outline

  • Get started with Dynamics 365 Customer Service
    • Introducing Dynamics 365 Customer Service
    • Customer Service core components
    • Understand the modern customer journey
    • Check your knowledge
  • Managing cases with Dynamics 365 Customer Service Hub
    • Case management overview
    • Case creation and lifecycle
    • Considerations for case creation automation
    • Simulation - Create and resolve cases
    • Case management scenarios
    • Case management dashboard scenarios
    • Case management work with cases scenarios
    • Use Copilot to assist in resolving customer issues
    • Work with status reason transitions
    • Exercise - Manage cases in Microsoft Dynamics 365
    • Check your knowledge
  • Manage cases with Dynamics 365 Customer Service workspace
    • Get started with Customer Service workspace
    • Case creation and life cycle
    • Automate case creation
    • Case management scenarios
    • Use Copilot to assist in resolving customer issues
    • Exercise - Create and resolve cases in Dynamics 365
    • Check your knowledge
  • Use Microsoft Dynamics 365 Customer Service queues to manage case workloads
    • Introduction to Microsoft Dynamics 365 queues
    • Configure tables for queues
    • Create a Microsoft Dynamics 365 queue
    • Work with queues
    • Exercise - Use queues to manage case workloads
    • Routing rule sets
    • Exercise - Use routing rules to assign cases to specific queues
    • Check your knowledge
  • Service representative collaboration in Dynamics 365 Customer Service
    • Set up Microsoft Teams chat in Customer Service
    • Use embedded Teams chat in Customer Service
    • Microsoft Teams meeting integration in Dynamics 365
    • Set up customer support swarming for complex cases
    • Use customer support swarming
    • Check your knowledge
  • Configure Copilot in Dynamics 365 Customer Service
    • Turn on Copilot in Customer Service
    • Manage fields for case summaries
    • Customize Copilot conversation summaries
    • Display the Copilot case summary on custom case forms
    • Check your knowledge
  • Create or update records automatically in Customer Service Hub
    • Set up rules to create or update records automatically
    • Configure rules for creating or updating records automatically
    • Map records manually with Power Automate
    • Complete and activate your rule
    • Use the activity monitor to review and track rules
    • Check your knowledge
  • Work with service-level agreements in Dynamics 365 Customer Service
    • Work with business closures and working hours
    • Create and define service-level agreements
    • Define SLA items
    • Define custom KPIs
    • Manage SLAs
    • Check your knowledge
  • Create and manage entitlements in Microsoft Dynamics 365 Customer Service
    • Overview of entitlements
    • Create entitlement records
    • Work with entitlement channels
    • Other considerations
    • Exercise - Manage support contracts by using entitlements
    • Define entitlement templates
    • Check your knowledge
  • Create knowledge management solutions in Dynamics 365 Customer Service
    • Knowledge management overview
    • Create and define knowledge articles
    • Knowledge article lifecycle
    • Manage knowledge article versions, categories, and translations
    • Knowledge article publication
    • Exercise - Create and maintain knowledge articles
    • Check your knowledge
  • Search and filter knowledge articles by using Dynamics 365 Customer Service
    • Knowledge article search filters
    • Search for article content from external search providers
    • Manage integrated search providers
    • AI suggestions for article keywords and descriptions
    • Knowledge article analytics
    • Check your knowledge
  • Use knowledge articles to resolve Dynamics 365 Customer Service cases
    • Knowledge article and case resolution overview
    • Enable and configure tables for Knowledge Search
    • Configure article search and display options
    • Search for knowledge articles (Customer Service Hub)
    • Article analytics
    • Check your knowledge
  • Create custom experiences for service representatives with agent experience profiles in Customer Service
    • Create and use agent experience profiles to manage apps
    • Application tab templates
    • Session templates
    • Manage notification settings and templates
    • Use templates in workstreams
    • Check your knowledge
  • Enhance representative productivity with Customer Service workspace
    • Explore the Customer Service workspace user interface
    • View and edit records
    • Work with case records
    • Use the Productivity pane in Customer Service workspace
    • Check your knowledge
  • Manage cases with Dynamics 365 Customer Service workspace
    • Get started with Customer Service workspace
    • Case creation and life cycle
    • Automate case creation
    • Case management scenarios
    • Use Copilot to assist in resolving customer issues
    • Exercise - Create and resolve cases in Dynamics 365
    • Check your knowledge
  • Enhance service representative productivity and personalization in Omnichannel for Customer Service
    • Quick replies
    • Use personal quick replies
    • Enable sound and missed notifications for conversations
    • Enable auto-assignment of conversations
    • Enable sharing of knowledge articles
    • Check your knowledge
  • Enhance service representative productivity and personalization in Customer Service Hub
    • Configure the timeline for service representatives
    • Use email
    • Configure email for service representatives
    • Check your knowledge
  • Get started with Dynamics 365 Productivity Tools
    • Work with macros
    • Use automation to pass parameters
    • Work with agent scripts
    • Smart assist
    • Check your knowledge
  • Create smart assist solutions in Omnichannel for Dynamics 365 Customer Service
    • Work with Microsoft Adaptive Cards
    • Build a smart assist bot
    • Integrate a smart assist bot with Omnichannel for Customer Service
    • View AI-suggested similar cases and knowledge articles
    • Check your knowledge
  • Get started with unified routing for Dynamics 365 Customer Service
    • Route cases by using basic routing rule sets
    • Set up unified routing
    • Create and manage users
    • Create and manage queues for unified routing
    • Set up workstreams for record routing
    • Check your knowledge
  • Route and distribute work with unified routing in Dynamics 365 Customer Service
    • Set up work classification
    • Route items to queues
    • Set up work assignments in queues
    • Get started with intelligent routing
    • Diagnostics
    • Check your knowledge
  • Use skill-based routing in Dynamics 365 Customer Service
    • Define skill-rating models
    • Skill types
    • Assign skills to representative
    • Define a default skill-matching algorithm for a workstream
    • Attach skills to work items
    • Build intelligent skill-finder models
    • Check your knowledge
  • Entity record routing with Omnichannel for Dynamics 365 Customer Service
    • Entity record routing
    • Entity routing rule sets
    • Route triggering
    • Check your knowledge
  • Get started with Omnichannel for Customer Service
    • Introduction to Omnichannel for Customer Service
    • Use the agent interface
    • Manage sessions and work with applications
    • Work with conversations
    • Work with customer information
    • Reporting and analysis
    • Work with AI features
    • Helping a customer service rep's productivity
    • Check your knowledge
  • Deploy chat widgets with Omnichannel for Dynamics 365 Customer Service
    • Introduction to chat channels
    • Set up a workstream for chat
    • Create a chat channel
    • Allow chat transcripts and file downloads
    • Work with prechat and post-chat surveys
    • Embed a chat widget in a portal
    • Use proactive chat
    • Check your knowledge
  • Deploy a Voice channel in Dynamics 365 Customer Service
    • Set up and provision the Voice channel
    • Define voice queues
    • Set up a voice workstream
    • Call routing
    • Make and receive calls
    • Historical analytics, reports, and call insights
    • Check your knowledge
  • Deploy an SMS channel in Omnichannel for Dynamics 365 Customer Service
    • Configure phone numbers and messaging accounts
    • Configure SMS workstream
    • Configure SMS workstream options
    • Route SMS conversations
    • Configure Additional Settings
    • Check your knowledge
  • Deploy social messaging channels in Omnichannel for Dynamics 365 Customer Service
    • Configure a Facebook channel
    • Configure a LINE channel
    • Configure a WhatsApp channel through Twilio
    • Configure a WeChat channel
    • Configure additional options
    • Check your knowledge
  • Set up Apple Message for Business and Google Business Messages as channels in Dynamics 365 Customer Service
    • Set up a Google Business Messages channel
    • Set up a Google Business Messages workstream
    • Set up an Apple Messages for Business channel
    • Set up an Apple Messages for Business workstream
    • Rich messages
    • Publish and edit rich messages
    • Workstream association
    • Rich messages in conversation control
    • View and send rich messages
    • Manage authentication settings
    • Create payment profiles
    • Check your knowledge
  • Integrate a Microsoft Copilot Studio copilot with Omnichannel for Customer Service
    • Create a Microsoft Entra ID application
    • Configure the Microsoft Copilot Studio copilot
    • Configure Omnichannel for Customer Service
    • Configure a post-call survey
    • Check your knowledge
  • Create a survey project with Dynamics 365 Customer Voice
    • Dynamics 365 Customer Voice
    • Projects in Dynamics 365 Customer Voice
    • Create your first project
    • Exercise - Create a basic project
    • Check your knowledge
  • Create customer surveys with Dynamics 365 Customer Voice
    • Survey headers and branding
    • Add branching logic to surveys
    • Personalize a survey with variables
    • Add satisfaction metrics to a survey and project
    • Add multiple languages for your surveys
    • Exercise - Create a basic survey
    • Check your knowledge
  • Send Dynamics 365 Customer Voice surveys
    • Create and personalize email templates
    • Translate email templates into other languages
    • Email a survey
    • Upload CSV files
    • Use links and QR codes
    • Analyze survey reports
    • Exercise - Create an email template
    • Check your knowledge
  • Automate Dynamics 365 Customer Voice surveys with Power Automate
    • Send a survey with Power Automate
    • Create an invitation
    • Expand variables to further customize surveys
    • Use the locale variable for multilingual surveys
    • Use variables for follow-up actions
    • Exercise – Create a survey invitation
    • Check your knowledge
  • Embed surveys in your website with Dynamics 365 Customer Voice
    • Prepare the survey to use on a website
    • Embed a survey in your website
    • Use context data from the survey responses
    • Exercise - Embed a survey on a website
    • Check your knowledge
  • Create customer Power BI reports in Dynamics 365 Customer Voice
    • Use the Dynamics 365 Customer Voice Power BI template
    • Connect to Dynamics 365 Customer Voice data with Power BI
    • Create customized Power BI reports
    • Calculate the Net Promoter Score for Dynamics 365 Customer Voice data
    • Exercise - Connect to Dynamics 365 Customer Voice data with Power BI
    • Check your knowledge
  • Set up Customer Service scheduling
    • Set up service scheduling
    • Define resources
    • Define resource groups, facilities, and sites
    • Check your knowledge
  • Schedule services with Customer Service scheduling
    • Set up fulfillment preferences
    • Create service activities
    • Schedule service activities
    • Check your knowledge
  • Get started with Customer Service Insights
    • Introduction to Customer Service Insights
    • Configure Customer Service Insights
    • Discover Customer Service Insights dashboards
    • Discover Knowledge search analytics
    • Check your knowledge
  • Create visualizations for Dynamics 365 Customer Service
    • Create and use charts
    • Create dashboards for Customer Service
    • Use Power BI to view Customer Service data
    • Check your knowledge
  • Get started with Connected Customer Service for Dynamics 365 and Azure IoT
    • Deployment
    • Installation and setup
    • Customer assets and IoT alerts
    • Check your knowledge
  • Register and manage devices with Connected Customer Service for Dynamics 365 and Azure IoT
    • Generate alerts from IoT devices
    • Device management and interaction
    • Create and send commands to IoT devices
    • Check your knowledge
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