Microsoft Customer Service (with AI)

Microsoft via Coursera Professional Certificate

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AI, automation, and real-time data are transforming customer service. This Professional Certificate teaches you to deliver efficient, personalized experiences using Microsoft’s AI-powered tools. Designed for entry-level to mid-career professionals, the program prepares you for roles like Customer Support Specialist, CRM Administrator, and Service Operations Coordinator. As companies adopt digital channels, they need professionals who balance empathy with data analysis and operational precision. You’ll gain hands-on experience with Microsoft Dynamics 365, Power BI, Power Virtual Agents, and AI sentiment tools. Learn to build intelligence dashboards, deploy chatbots, analyze complaint trends, and manage SLAs. Through applied projects and a capstone, you will create a portfolio demonstrating AI-assisted engagement and data-driven decision-making. This program is ideal for empathetic, collaborative, and tech-comfortable professionals. While a basic understanding of service processes is recommended, no advanced technical experience is required. By the end, you’ll have the practical skills and a credential that signals your readiness for modern, AI-augmented customer operations environments.

Syllabus

Course 1: AI & Data Insights
Course 2: Customer Engagement & Relationship
Course 3: Problem & Conflict Resolution
Course 4: Service Operations Management
Course 5: Team Effectiveness
Course 6: Customer Service Excellence Capstone
Course 7: Launch Your Customer Engagement Career

Courses

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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.
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Strengthen your ability to build meaningful customer relationships using structured communication strategies and AI-assisted tools. This course focuses on empathy-driven engagement, retention tactics, omni-channel communication templates, and account health monitoring. You will learn to segment customers, calculate engagement uplift, draft professional service communications, and personalize AI-generated responses while maintaining clarity and tone. Using CRM insights and AI sentiment signals, you will assess key account health, design proactive outreach plans, and craft effective service recovery messages. Through applied exercises and a project, you will translate engagement data into actionable strategies that support loyalty, satisfaction, and long-term value. By the end of this course, you will be able to design and implement customer engagement strategies that combine human empathy with AI-enhanced efficiency.
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Prove your readiness to excel in modern customer-facing roles with this high-impact Customer Service Excellence Capstone. Designed as the culminating experience of the program, this course challenges you to integrate AI-powered insights, empathetic engagement strategies, and operational decision-making into realistic, high-stakes customer service scenarios. You’ll navigate complex service challenges that require balancing customer satisfaction, business objectives, and data-driven recommendations. Along the way, you’ll create portfolio-ready deliverables that demonstrate your ability to resolve issues strategically, communicate with empathy, and leverage AI responsibly to enhance outcomes. By the end of the capstone, you will have clear, tangible evidence of your skills—showcasing not only what you know, but how effectively you apply it—positioning yourself as a confident, job-ready professional in today’s AI-enabled customer service landscape.
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Turn your customer engagement and relationship management skills into real career opportunities with this job-focused course designed for program completers entering the market. Through practical, hands-on activities, you’ll build a professional portfolio that highlights your customer success stories, refine your resume and LinkedIn profile, and participate in a simulated behavioral interview enhanced with AI coaching. You’ll learn how to clearly articulate your value for Customer Success, Client Relations, and Customer Experience roles—including entry-level positions—while tailoring application materials to stand out in competitive hiring processes. From positioning your skills strategically to navigating job platforms effectively, every step is designed to strengthen your professional presence. By the end of this course, you’ll be fully prepared to showcase your expertise, demonstrate interview readiness, and confidently convert your customer engagement experience into meaningful job offers.
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Develop the skills to resolve customer issues and manage conflicts using structured frameworks and AI-supported analysis. In this course, you will diagnose service breakdowns, conduct root cause analysis using the 5-Whys method, and design sustainable resolution strategies. You will learn to aggregate complaint data, categorize recurring issues, facilitate multi-party conflict discussions, and implement script-based resolution workflows. AI tools will be used to identify patterns, evaluate resolution options, and improve response quality while maintaining professionalism and empathy. Through applied exercises and a project-based case study, you will practice documenting corrective actions and measuring impact reduction. By the end of this course, you will be able to transform customer complaints into improvement opportunities and support long-term service excellence.
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Optimize customer service delivery by applying operational frameworks, policy controls, and data-driven decision-making. In this course, you will manage ticket routing, analyze SLA performance, evaluate vendor selection decisions, and ensure return and refund compliance. You will learn to build decision matrices, assess post-launch bot performance, audit documentation accuracy, and implement structured queue management strategies. Using CRM systems and service metrics, you will identify operational gaps and design improvement plans that balance efficiency, compliance, and customer satisfaction. Through applied labs and a service optimization project, you will interpret performance indicators and justify operational decisions within realistic business constraints. By the end of this course, you will be able to streamline service workflows and support consistent, policy-aligned service delivery.
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Strengthen team collaboration and performance within customer service environments. In this course, you will develop skills to manage smooth shift handoffs, deliver structured peer feedback, compile daily performance reports, and support customers' onboarding processes. You will learn to interpret service metrics, document feedback outcomes, and create communication workflows that improve accountability and service continuity. Using CRM data, dashboards, and AI-assisted reporting tools, you will translate operational insights into actionable team recommendations. Through applied exercises and a team effectiveness project, you will design collaboration strategies that enhance service quality and measurable performance outcomes. By the end of this course, you will be able to contribute to team-based service delivery with confidence, clarity, and data-informed decision support.