Overview

AI, Data Science & Cloud Certificates from Google, IBM & Meta — 50% Off

One plan covers every Professional Certificate on Coursera. 50% off Coursera Plus Annual for 10 days only — price increases June 17.

Unlock All Certificates

Build foundational skills to transform customer interactions using AI and data-driven insights. In this course, you will learn to interpret customer data, analyze sentiment trends, and deploy AI-powered tools to enhance service performance. Using Microsoft Dynamics 365, Power BI, Power Virtual Agents, and AI sentiment tools, you will create dashboards, measure handle-time variance, manage CRM contacts, and evaluate bot performance. You will explore how AI-generated responses can be refined for personalization and accuracy while maintaining customer empathy. Through applied labs and a project, you will synthesize dashboard insights with AI recommendations to support proactive engagement and operational efficiency. By the end of this course, you will be able to use AI and analytics to improve customer experience outcomes and support data-informed service decisions.

Syllabus

Creating Microsoft Copilot Studio Dashboards

Understanding your customers starts with grasping the complete picture. This module guides you through creating Microsoft Copilot Studio dashboards that bring together essential customer metrics, transforming scattered data into actionable insights that drive meaningful customer engagement.

Analyzing and Acting on Customer Insights

Data only becomes useful when you can act on it. This module focuses on analyzing customer data to identify meaningful trends and develop targeted interventions, equipping you with the skills to turn insights into improved service experiences.

Creating Powerful Service Reports

Effective reporting transforms raw data into compelling stories that drive decisions. This module guides you through creating impactful Power BI reports that visualize key customer service metrics, enabling you to communicate insights clearly and facilitate data-driven service enhancements.

Evaluating Service Performance with Data

Performance metrics tell the story of your service operations. This module delivers methodologies for evaluating key performance indicators like handle-time variance, empowering you to derive actionable insights that guide strategic decisions and improve operational efficiency.

Deploying AI Bots for Efficiency

AI-powered bots can transform how your organization handles customer interactions. This module teaches you to deploy Power Virtual Agents bots strategically, focusing on enhancing service efficiency and productivity while maintaining quality customer experiences.

Analyzing Bot Impact on Workload

Deploying bots is only the beginning. Understanding their impact is what drives continuous improvement. This module focuses on assessing AI bot performance metrics, helping you quantify benefits and optimize how bots integrate with your service workflows.

Mastering CRM Contact Management

Your CRM is only as useful as the data it contains. This module focuses on essential practices for managing CRM contacts efficiently, ensuring database integrity while optimizing customer interactions and relationship tracking.

Ensuring Data Integrity in CRM

Clean data leads to better decisions and stronger customer relationships. This module emphasizes techniques for verifying and maintaining data accuracy within CRM systems, teaching you to implement effective validation and duplicate detection methods that protect your data quality.

Using AI for Quick Replies

Speed matters in customer service, but so does quality. This module focuses on integrating AI tools to enhance response speed and accuracy, enabling you to create efficient, AI-generated responses that streamline communication without sacrificing the personal touch.

Personalizing AI-Generated Responses

Generic responses can undermine customer trust, even when delivered quickly. This module teaches strategies for customizing AI-generated replies to better suit individual customer needs, helping you balance automation efficiency with the personalization that builds lasting relationships.