Class Central is learner-supported. When you buy through links on our site, we may earn an affiliate commission.

Microsoft

Connect and engage with customers with Omnichannel for Dynamics 365 Customer Service

Microsoft via Microsoft Learn

Overview

  • Module 1: With Omnichannel for Dynamics 365 Customer Service, agents can service multiple customers across different channels directly from within their Dynamics 365 environment. This module introduces the features and functionality of Omnichannel.
  • In this module, you will:

    • Learn about agent experience and managing sessions.
    • Work with conversations and customer summaries.
  • Module 2: The Dynamics 365 Customer Service solution allows organizations to manage and resolve issues that customers are encountering. In a traditional scenario, you would perform case management by using the core components of Customer Service. One of those core components is entity record routing, which is explained in this module.
  • In this module, you will:

    • Learn about rule sets.
    • Learn about route triggering.
  • Module 3: Omnichannel for Customer Service contains several components to ensure that items are routed and distributed appropriately. In this module, you will learn about routing and work distribution in Omnichannel.
  • In this module, you will:

    • Learn about routing and work distribution components.
    • Learn how to define work stream capacity.
  • Module 4: Learn how to use Short Message Service (SMS) messages to initiate support requests with support organizations.
  • In this module, you will:

    • Configure an SMS channel.
    • Use TeleSign.
    • Use Twilio.
  • Module 5: Learn how to deploy social messaging channels in Omnichannel for Dynamics 365 Customer Service.
  • In this module, you will:

    • Examine which channels are available and review the prerequisites for getting started with social messaging.
    • Discover the procedure for creating social messaging work streams.
    • Review the process for configuring a Facebook message channel and defining Facebook pages.
    • Learn about the process for configuring a LINE message channel.
    • Review the process for configuring a Twitter message channel and Twitter handle.
    • Learn about the process for configuring a WhatsApp message channel by using Twilio.
    • Review the process for adding a WeChat message channel.
  • Module 6: Learn how to deploy chat widgets with Omnichannel for Dynamics 365 Customer Service.
  • In this module, you will:

    • Create a chat channel.
    • Allow chat transcripts and file downloads.
    • Work with pre-chat surveys.
    • Embed a chat widget in a portal.
  • Module 7: Do you want to build custom bots and plug them into environments to provide relevant recommendations to agents? This module teaches you how to create adaptive cards and custom bots and how to enable the Productivity pane.
  • In this module, you will:

    • Write adaptive cards that render content for a smart assist bot.
    • Build a smart assist bot.
    • Create a bot user.
    • Add a smart assist bot to a workstream.
    • Enable the Productivity pane.
  • Module 8: Learn how to integrate a Power Virtual Agents bot with Omnichannel for Microsoft Dynamics 365 Customer Service.
  • In this module, you will:

    • Create an Azure Active Directory application.
    • Configure the Power Virtual Agents bot.
    • Configure Omnichannel for Customer Service.
  • Module 9: Dynamics 365 Productivity Tools helps agents perform their daily operations faster, efficiently, and in a process-compliant manner.
  • In this module, you will:

    • Learn how to use macros.
    • Discover how to use automation.
    • Explore using agent scripts.
    • Learn how to use smart assist.

Syllabus

  • Module 1: Getting started with Omnichannel for Customer Service
    • Introduction to Omnichannel for Customer Service
    • Use the agent interface
    • Manage sessions and work with applications
    • Work with conversations
    • Work with customer information
    • Helping an agent's productivity
    • Check your knowledge
    • Summary
  • Module 2: Entity record routing with Omnichannel for Dynamics 365 Customer Service
    • Introduction
    • Entity record routing
    • Entity routing rule sets
    • Route triggering
    • Check your knowledge
    • Summary
  • Module 3: Routing and work distribution in Omnichannel for Dynamics 365 Customer Service
    • Introduction to routing and work distribution components
    • Unified routing and work distribution
    • Work streams
    • Work stream capacity
    • Work stream routing rules
    • Check your knowledge
    • Summary
  • Module 4: Deploy an SMS channel in Omnichannel for Dynamics 365 Customer Service
    • Introduction
    • Configure SMS support
    • Configure TeleSign SMS settings and numbers
    • Configure Twilio SMS settings and numbers
    • Check your knowledge
    • Summary
  • Module 5: Deploy social messaging channels in Omnichannel for Dynamics 365 Customer Service
    • Introduction
    • Configure a Facebook channel
    • Configure a LINE channel
    • Configure a Twitter direct message channel
    • Configure a WhatsApp channel through Twilio
    • Configure a WeChat channel
    • Check your knowledge
    • Summary
  • Module 6: Deploy chat widgets with Omnichannel for Dynamics 365 Customer Service
    • Introduction to chat channels
    • Create a chat channel
    • Allow chat transcripts and file downloads
    • Work with pre-chat surveys
    • Embed a chat widget in a portal
    • Use proactive chat
    • Check your knowledge
    • Summary
  • Module 7: Create smart assist solutions in Omnichannel for Dynamics 365 Customer Service
    • Introduction
    • Work with Microsoft Adaptive Cards
    • Build a smart assist bot
    • Integrate a smart assist bot with Omnichannel for Customer Service
    • Check your knowledge
    • Summary
  • Module 8: Integrate a Power Virtual Agents bot with Omnichannel for Customer Service
    • Introduction
    • Create an Azure Active Directory application
    • Configure the Power Virtual Agents bot
    • Configure Omnichannel for Customer Service
    • Check your knowledge
    • Summary
  • Module 9: Get started with Dynamics 365 Productivity Tools
    • Introduction
    • Work with macros
    • Use automation to pass parameters
    • Work with agent scripts
    • Smart assist
    • Check your knowledge
    • Summary

Reviews

Start your review of Connect and engage with customers with Omnichannel for Dynamics 365 Customer Service

Never Stop Learning.

Get personalized course recommendations, track subjects and courses with reminders, and more.

Someone learning on their laptop while sitting on the floor.