Description
Learn to configure and use Microsoft Dynamics 365 Customer Service to automate case management and improve customer interactions. Gain skills in data analysis and AI insights for faster issue resolution and enhanced customer success.
Learning Outcomes
- 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
- Work with Omnichannel
- Work with Connected Customer Service
- Work with Customer Service Scheduling
- Work with Customer Service Insights
Prerequisites
Designed for functional consultants working with Dynamics 365 Customer Service or other Dynamics 365 apps who want to expand their knowledge in customer service.
Target Audiences
- Functional consultants responsible for Dynamics 365 Customer Engagement, including performing discovery, capturing requirements, engaging stakeholders, and configuring solutions using out-of-the-box capabilities, codeless extensibility, and integrations.
Featured Review
"This course equipped me with hands-on skills to automate case management and leverage AI for data-driven customer service improvements, boosting our team's efficiency. - Rajesh Kumar, Lead Functional Consultant at a Singapore-based enterprise."