Agenda

• Get started with Dynamics 365 Customer Service
• Introducing Dynamics 365 Customer Service
• Customer Service core components
• Understand the modern customer journey
• Managing cases with Dynamics 365 Customer Service Hub
• Case management overview
• Case creation and lifecycle
• Considerations for case creation automation
• Exercise - Create and resolve cases10 min
• Case management scenarios
• Case management dashboard scenarios
• Case management work with cases scenarios
• Work with status reason transitions
• Use Microsoft Dynamics 365 Customer Service queues to manage case workloads
• Introduction to Microsoft Dynamics 365 queues
• Configure tables for queues
• Create a Microsoft Dynamics 365 queue
• Work with queues
• Routing rule sets
• Create or update records automatically in Customer Service Hub
• Introduction
• Set up rules to create or update records automatically
• Configure rules for creating or updating records automatically
• Map records manually with Power Automate
• Complete and activate your rule
• Use the activity monitor to review and track rules
• Get started with unified routing for Dynamics 365 Customer Service
• Route cases by using basic routing rule sets
• Set up unified routing
• Create and manage users
• Create and manage queues for unified routing
• Set up workstreams for record routing
• Create and manage entitlements in Microsoft Dynamics 365 Customer Service
• Overview of entitlements
• Create entitlement records
• Work with entitlement channels
• Other considerations
• Define entitlement templates
• Create knowledge management solutions in Dynamics 365 Customer Service
• Knowledge management overview
• Create and define knowledge articles
• Knowledge article lifecycle
• Manage knowledge article versions, categories, and translations
• Knowledge article publication
• Use knowledge articles to resolve Dynamics 365 Customer Service cases
• Knowledge article and case resolution overview
• Enable and configure entities for Knowledge Search
• Configure article search and display options
• Search for knowledge articles
• Article analytics
• Create a survey project with Dynamics 365 Customer Voice
• Dynamics 365 Customer Voice
• Projects in Dynamics 365 Customer Voice
• Create your first project
• Create customer surveys with Dynamics 365 Customer Voice
• Survey headers and branding
• Add branching logic to surveys
• Personalize a survey with variables
• Add satisfaction metrics to a survey and project
• Add multiple languages for your surveys
• Send Dynamics 365 Customer Voice surveys
• Create and personalize email templates
• Translate email templates into other languages
• Email a survey
• Upload CSV files
• Use links and QR codes
• Analyze survey reports
• Automate Dynamics 365 Customer Voice surveys with Power Automate
• Send a survey with Power Automate
• Create an invitation
• Expand variables to further customize surveys
• Use the locale variable for multilingual surveys
• Use variables for follow-up actions
• Set up Customer Service scheduling
• Set up service scheduling
• Define resources
• Check your knowledge
• Schedule services with Customer Service scheduling
• Set up fulfillment preferences
• Create service activities
• Schedule service activities
• Enhance agent productivity with Customer Service workspace
• Explore the Customer Service workspace user interface
• View and edit records
• Work with case records
• Use the Productivity pane in Customer Service workspace
• Create custom experiences for agents with agent experience profiles in Customer Service
• Create and use agent experience profiles to manage apps
• Application tab templates
• Session templates
• Manage notification settings and templates
• Use templates in workstreams
• Getting started with 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
• Route and distribute work with unified routing in Dynamics 365 Customer Service
• Set up work classification
• Route items to queues
• Set up work assignments in queues
• Get started with intelligent routing
• Diagnostics
• Deploy an SMS channel in Omnichannel for Dynamics 365 Customer Service
• Configure phone numbers and messaging accounts
• Configure SMS workstream
• Configure SMS workstream options
• Route SMS conversations
• Configure Additional Settings
• Deploy chat widgets with Omnichannel for Dynamics 365 Customer Service
• Set up a workstream for chat
• Create a chat channel
• Allow chat transcripts and file downloads
• Work with prechat and post-chat surveys
• Embed a chat widget in a portal
• Use proactive chat
• Create smart assist solutions in Omnichannel for Dynamics 365 Customer Service
• Work with Microsoft Adaptive Cards
• Build a smart assist bot
• Integrate a smart assist bot with Omnichannel for Customer Service
• Get started with Customer Service Insights
• Configure Customer Service Insights
• Use Customer Service Analytics dashboards in Power BI
• Discover Customer Service Insights dashboards
• Discover Knowledge search analytics
• Create visualizations for Dynamics 365 Customer Service
• Create and use charts
• Create dashboards for Customer Service
• Use Power BI to view Customer Service data
• Get started with Connected Customer Service for Dynamics 365 and Azure IoT
• Choose a deployment type
• Install Connected Customer Service
• Customer assets and IoT alerts
• Register and manage devices with Connected Customer Service for Dynamics 365 and Azure IoT
• Generate alerts from IoT devices
• Device management and interaction
• Create and send commands to IoT devices
• Create custom apps for Dynamics 365 Customer Service
• Create Power Apps for Dynamics 365 Customer Service
• Deploy a self-service portal for Customer Service
• Customize case management
• Integrate a Power Virtual Agents bot with Omnichannel for Customer Service
• Create an Azure Active Directory application
• Configure the Power Virtual Agents bot
• Configure Omnichannel for Customer Service