Module 1: Work with Cases
In this Module, you will learn to:
- Create and manage Cases
- Work with queues and unified routing
- Create or update records automatically
Module 2: Work with entitlements and service level agreements
In this Module, you will learn to:
- Create and manage entitlements
- Create and manage service level agreements
Module 3: Work with knowledge management
In this Module, you will learn to:
- Create and use knowledge management solutions
- Use knowledge articles to resolve cases
- Create and manage SLAs
Module 4: Create surveys with Customer Voice
In this Module, you will use Dynamics 365 Customer Voice to:
- Create a survey project
- Create and send surveys
- Automate surveys
- Create and manage knowledge content
Module 5: Schedule services
In this Module, you will use Customer Service Scheduling to:
- Configure Customer Service Scheduling
- Schedule services and resources using Dynamics 365 Customer Service Scheduling
Module 6: Work with Dynamics 365 Customer Service workspaces
In this Module, you will use Customer Service workspaces to:
- Use customer service workspaces to enhance agent productivity
- Use the app profile manager
Module 7: Omnichannel for Dynamics 365 Customer Service
In this Module, you will use Omnichannel for Dynamics 365 Customer Service to:
- Do routing and work distribution
- Deploy an SMS channel
- Deploy chat widgets
- Create smart assist solutions
Module 8: Manage analytics and insights
In this Module, you will learn to:
- Work with insights in Customer Service to use Artificial Intelligence (AI) in your Dynamics 365 Customer Service solution
- Create visualizations in Customer Service
Module 9: Connected Customer Service
In this Module, you will use Connected Customer Service to:
- Work with Connected Customer Service
- Register and manage devices
Module 10: Implement Microsoft Power Platform
In this Module, you will learn to:
- Create custom apps in Microsoft Power Platform for your Customer Service solution
- Integrate a Power Virtual Agents bot