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- Learn how service representatives receive and manage conversations, preserve customer and case context, collaborate, complete conversations, and review Copilot-generated summaries in Copilot Service workspace.
This module explains how to:
- Receive conversation work and manage representative presence.
- Manage sessions, application tabs, and conversation tools.
- Use customer and case context in Active Conversation.
- Consult, transfer, end, and wrap up conversations.
- Use and review Copilot-generated conversation summaries.
- Learn how to deploy chat widgets with Omnichannel for Dynamics 365 Customer Service.
In this module, you:
- Create a chat channel.
- Allow chat transcripts and file downloads.
- Work with prechat and post-chat surveys.
- Embed a chat widget in a portal.
- The Voice channel in Microsoft Dynamics 365 Customer Service includes many different features and functionalities that call center representatives and supervisors can use.
In this module, you'll:
- Learn how to set up and provision the Voice channel.
- Define voice queues.
- Set up voice workstreams.
- Learn about call routing.
- Learn how to use Short Message Service (SMS) messages to initiate support requests with support organizations.
In this module, you'll:
- Configure an SMS channel.
- Configure phone numbers and messaging accounts such as TeleSign and Twilio.
- Configure SMS workstream and workstream options.
- Route SMS conversations.
- Set up additional settings.
- Learn how to deploy social messaging channels in Omnichannel for Dynamics 365 Customer Service.
In this module, you'll:
- 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.
- Learn about the process for configuring a WhatsApp message channel by using Twilio.
- Review the process for adding a WeChat message channel.
- Learn how to set up Apple Message for Business and Google Business Messages as channels in Dynamics 365 Customer Service.
In this module, you'll:
- Set up the Google Business Messages channel and workstream.
- Set up the Apple Messages for Business channel and workstream.
- Publish and edit rich messages.
- Manage authentication settings.
- Create payment profiles.
- Learn how to integrate an agent for Contact Center and Dynamics 365 Customer Service.
This module explains how to:
- Create an agent and integrate it with Contact Center.
- Configure the Microsoft Copilot Studio agent.
- Configure Contact Center.
