In this Module, you will learn to:

• Create and manage Cases 
• Work with queues and unified routing
• Create or update records automatically

In this Module, you will learn to:

• Create and manage entitlements
• Create and manage service level agreements

In this Module, you will learn to:

• Create and use knowledge management solutions
• Use knowledge articles to resolve cases
• Create and manage SLAs

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

In this Module, you will use Customer Service Scheduling to:

• Configure Customer Service Scheduling
• Schedule services and resources using Dynamics 365 Customer Service Scheduling

In this Module, you will use Customer Service workspaces to:

• Use customer service workspaces to enhance agent productivity
• Use the app profile manager

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

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

In this Module, you will use Connected Customer Service to:

• Work with Connected Customer Service
• Register and manage devices

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