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Microsoft

Explore the fundamentals of Microsoft Dynamics 365 Customer Service

Microsoft via Microsoft Learn

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Overview

  • Module 1: Get introduced to the customer engagement apps

    • After completing this module, you will be able to:

    • Explain customer engagement
    • Describe Microsoft Dataverse
    • List the Dynamics 365 customer engagement apps
    • Describe the common components and features of the Dynamics 365 customer engagement apps
  • Module 2: Explore Dynamics 365 Customer Service

    • After completing this module, you will be able to:

    • Describe customer service strategies
    • Explain key industry and application terminology
    • Get started with Dynamics 365 Customer Service
  • Module 3: Describe Dynamics 365 Customer Service components

    • After completing this module, you will be able to:

    • Create and route cases in Dynamics 365 Customer Service
    • Describe knowledge management capabilities in Dynamics 365 Customer Service
    • Describe case management in Dynamics 365 Customer Service
  • Module 4: Review other customer service apps

    • After completing this module, you will be able to:

    • Describe Omnichannel for Customer Service
    • Discuss when and how to leverage Customer Service Insights
    • Explain customer service scheduling
    • Describe Connected Customer Service

Syllabus

  • Module 1: Get introduced to the customer engagement apps
    • Introduction
    • Define customer engagement
    • Describe Microsoft Dataverse
    • Examine the customer engagement apps
    • Work with customers and activities
    • Explain how to search and filter data
    • Examine the product catalog
    • Review integration technologies and use cases
    • Examine out-of-the-box reporting capabilities
    • Knowledge check
    • Summary
  • Module 2: Explore Dynamics 365 Customer Service
    • Introduction
    • Describe customer service
    • Explain key customer service terminology
    • Get introduced to Dynamics 365 Customer Service
    • Knowledge check
    • Summary
  • Module 3: Describe Dynamics 365 Customer Service components
    • Introduction
    • Describe the case lifecycle
    • Create and route cases
    • Describe knowledge management in Dynamics 365 Customer Service
    • Explain case management in Dynamics 365 Customer Service
    • Examine how to use business process flows in Dynamics 365 Customer Service
    • Describe service-level agreements
    • Knowledge check
    • Summary
  • Module 4: Review other customer service apps
    • Introduction
    • Get introduced to additional Dynamics 365 Customer Service apps
    • Learn how to use Customer Service Scheduling
    • View remote device management with Connected Customer Service
    • View how to use Omnichannel for Customer Service
    • Explore Customer Service Workspace
    • View the capabilities of Dynamics 365 Customer Service Insights
    • Knowledge check
    • Summary

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