Work with Cases
In this module you will learn about working with Cases in Dynamics 365 Customer Service.
Lessons
- Get started with Cases
- Managing Cases
- Use queues to manage case workloads
- Create or update records automatically
- Unified routing
Work with entitlements and service level agreements
In this module you will learn how to create and manage entitlements and service level agreements
Lessons
- Create and manage entitlements
- Create and manage service level agreements
Work with knowledge management
In this module you will learn how to create knowledge management solutions, and use knowledge articles to resolve cases
Lessons
- Create knowledge management solutions
- Use knowledge articles to resolve cases
- Create and manage SLAs
Create surveys with Customer Voice
In this module you will learn how to engage with customers using Dynamics 365 Customer Voice
Lessons
- Create a survey project
- Create surveys
- Send surveys
- Automate surveys
Schedule services
In this module, you will learn how to schedule services and resources using Customer Service Scheduling
Lessons
- Configure Customer Service Scheduling
- Schedule services
Work with Dynamics 365 Customer Service workspaces
In this module, you will learn how to use Customer Service workspaces
Lessons
- Enhance agent productivity
- App profile manager
Omnichannel for Dynamics 365 Customer Service
In this module, you will learn how to use Omnichannel for Dynamics 365 Customer Service
Lessons
- Getting started
- Routing and work distribution
- Deploy an SMS channel
- Deploy chat widgets
- Create smart assist solutions
Manage analytics and insights
In this module, you will learn how to work with insights in Customer Service to use Artificial Intelligence (AI) in your Dynamics 365 Customer Service solution.
Lessons
- Lesson 1: Get started
- Lesson 2: Create visualizations
Connected Customer Service
In this module, you will learn how to use Connected Customer Service to proactively handle customer service scenarios
Lessons
- Getting started
- Registering and managing devices
Implement Microsoft Power Platform
In this module, you will learn how to work with the Microsoft Power Platform to enhance your Dynamics 365 Customer Service solution
Lessons
- Create custom apps
- Integrate a Power Virtual Agents bot
