Module 1: Work with cases in Dynamics 365 Customer Service
Get started as a customer service representative. This learning path focuses on case management capabilities of Dynamics 365 Customer Service including options for creating cases, managing the case resolution process, working with case hierarchies, and merging similar cases. Queues can be used to maintain and manage case workloads for customer service agents.
- Get started with Dynamics 365 Customer Service
- Managing cases with Dynamics 365 Customer Service Hub
- Manage cases with Dynamics 365 Customer Service workspace
- Use Microsoft Dynamics 365 Customer Service queues to manage case workloads
- Service representative collaboration in Dynamics 365 Customer Service
- Configure Copilot in Dynamics 365 Customer Service
- Create or update records automatically in Customer Service Hub
Module 2: Work with entitlements and service level agreements in Dynamics 365 Customer Service
This learning path focuses on working with entitlements and service level agreements in Microsoft Dynamics 365 Customer Service.
- Work with service-level agreements in Dynamics 365 Customer Service
- Create and manage entitlements in Microsoft Dynamics 365 Customer Service
Module 3: Work with Knowledge Management Solutions in Dynamics 365 Customer Service
This learning path focuses on working with Knowledge Management Solutions in Microsoft Dynamics 365 Customer Service.
- Create knowledge management solutions in Dynamics 365 Customer Service
- Search and filter knowledge articles by using Dynamics 365 Customer Service
- Use knowledge articles to resolve Dynamics 365 Customer Service cases
Module 4: Help service reps be more productive in Dynamics 365 Customer Service
Do you want to improve your service representative's productivity? This path discusses options to help service reps be more productive when using the Customer Service app.
- Create custom experiences for service representatives with agent experience profiles in Customer Service
- Enhance representative productivity with Customer Service workspace
- Manage cases with Dynamics 365 Customer Service workspace
- Enhance service representative productivity and personalization in Omnichannel for Customer Service
- Enhance service representative productivity and personalization in Customer Service Hub
- Get started with Dynamics 365 Productivity Tools
- Create smart assist solutions in Contact Center for Dynamics 365 Customer Service
Module 5: Route and distribute work in Dynamics 365 Customer Service
This learning path describes how to route and distribute work in Dynamics 365 Customer Service using unified routing.
- Get started with unified routing for Dynamics 365 Customer Service
- Route and distribute work with unified routing in Dynamics 365 Customer Service
- Use skill-based routing in Dynamics 365 Customer Service
- Entity record routing with Omnichannel for Dynamics 365 Customer Service
Module 6: Entity record routing with Omnichannel for Dynamics 365 Customer Service
Developing and deploying true omnichannel solutions is critical to the success of any organization that provides customer service to its customers. By ensuring the unified and contextual experience regardless of the channel used, organizations can increase customer satisfaction, resolve issues faster, and increase revenue. With Dynamics 365’s Omnichannel for Customer Service solution, organizations deploy a true Omnichannel solution that exists inside the Dynamics 365 organization that they use every day.
- Get started with Omnichannel for Customer Service
- Deploy chat widgets with Omnichannel for Dynamics 365 Customer Service
- Deploy a Voice channel in Dynamics 365 Customer Service
- Deploy an SMS channel in Omnichannel for Dynamics 365 Customer Service
- Deploy social messaging channels in Omnichannel for Dynamics 365 Customer Service
- Set up Apple Message for Business and Google Business Messages as channels in Dynamics 365 Customer Service
- Integrate a Microsoft Copilot Studio copilot with Omnichannel for Customer Service
Module 7: Create surveys with Dynamics 365 Customer Voice
Capture, analyze, and act on customer and employee feedback. This learning path covers creating a survey project, creating a survey, sending surveys, automating surveys, and analyzing survey data.
- Create a survey project with Dynamics 365 Customer Voice
- Create customer surveys with Dynamics 365 Customer Voice
- Send Dynamics 365 Customer Voice surveys
- Automate Dynamics 365 Customer Voice surveys with Power Automate
- Embed surveys in your website with Dynamics 365 Customer Voice
- Create customer Power BI reports in Dynamics 365 Customer Voice
Module 8: Get started with Dynamics 365 Customer Service scheduling
Do you need to schedule and other resources to service customers? This learning path discusses how to configure and use Customer Service scheduling.
- Set up Customer Service scheduling
- Schedule services with Customer Service scheduling
Module 9: Work with Customer Service Insights
Configure and work with Customer Service Insights data to gain insights to your customers. This learning path covers getting started with Customer Service Insights and visualizations.
- Get started with Customer Service Insights
- Create visualizations for Dynamics 365 Customer Service
Module 10: Use Connected Customer Service with Dynamics 365
Use the Connected Customer Service Add-in for Dynamics 365 to integrate IoT devices with Dynamics 365 Customer Service to help service customers.
- 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
Exams and assessments
This course prepares learners for the MB-230 exam which is available separately.
Hands-on learning
This course includes interactive labs and simulations.
