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- Learn how to build supportable Customer Service extensions that adapt case management, automate work, and deliver secure self-service experiences with Microsoft Power Platform.
This module explains how to:
- Select a Power Apps approach for a Customer Service requirement.
- Extend the Customer Service data model in Microsoft Dataverse.
- Configure forms, views, app navigation, and case management behavior.
- Select low-code automation and deploy customizations with solutions.
- Plan a secure Customer Service self-service experience with Power Pages.
- Learn how to turn Customer Service data into actionable operational insight with views, charts, dashboards, historical analytics, and Power BI.
This module explains how to:
- Analyze Customer Service data with views and charts.
- Create system and personal dashboards for different audiences.
- Configure access to Customer Service historical analytics.
- Interpret historical reports and their key performance indicators.
- Create quick Power BI visualizations from Customer Service views.
- Learn how to capture case-resolution feedback, automate survey distribution, and turn Customer Voice responses and satisfaction metrics into service improvements.
This module explains how to:
- Plan a Customer Voice project for a Customer Service feedback scenario.
- Create and customize a case feedback survey.
- Personalize and distribute survey invitations.
- Automate survey distribution when a case is resolved.
- Analyze responses and satisfaction metrics.
