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- This module introduces learners to Dynamics 365 Customer Service, focusing on core elements such as cases, case lifecycle, queues, business process flows, and service-level agreements.
After completing this module, you'll be able to:
Identify use cases for Dynamics 365 Customer Service.
Explain the case lifecycle including service level agreements and entitlements.
Describe the functionality for workload management.
Describe knowledge management.
Describe how Copilot is used in Dynamics 365 Customer Service.
Describe the Customer Knowledge Management Agent.
Describe the Customer Intent Agent.
Describe the Case Management Agent.
- This module introduces learners to Omnichannel for Customer Service, reporting and data visualization and Dynamics 365 Customer Voice for Dynamics 365 Customer Service.
After completing this module, you'll be able to:
Describe Omnichannel for Dynamics 365 Customer Service.
Describe Omnichannel Historical Analytics.
Describe the Dynamics 365 Productivity Tools app.
Explain reporting and visualization options in Dynamics 365 Customer Service.
