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- Learn the essentials of Dynamics 365's customer engagement apps. Navigate features, integrate solutions, and boost customer interactions with AI insights.
After completing this module, you will be able to:
- Describe what the different customer engagement applications are and how they work.
- Describe how different applications can be used together as part of a broader solution.
- Navigate the different Dynamics 365 customer engagement applications.
- Manage and create activities with the Timeline functionality.
- Describe capabilities of Copilot and the importance of prompting in Dynamics.
- Master self-service capabilities: Dynamics 365 Customer Service & Contact Center. Learn knowledge creation, management, and virtual agent setup.
After completing this module, you're able to:
- Describe the self-service capabilities available in Dynamics 365 Contact Center.
- Explain the knowledge management options that are available.
- Describe autonomous knowledge creation.
- Discover Dynamics 365 Contact Center's case management, advanced routing, and AI-driven analytics.
After completing this module, you're able to:
- Describe capabilities of Dynamics 365 Contact Center.
- Explain the case lifecycle and automation features.
- Explain how channels are used in Dynamics 365 Contact Center.
- Describe the different routing options that are available.
- Describe the reporting and analytics tools available for service optimization.
- Describe the Agent Hub in Dynamics 365 and how it's used.
- Learn how to optimize staffing, forecast demand, and improve efficiency using Workforce Management tools in Dynamics 365 Contact Center.
After completing this module, you will be able to:
- Describe what Workforce Management is and why it's important.
- Describe the forecasting and capacity planning options available.
- Describe scheduling and shift planning.
- Describe Copilot for Service and why it matters.
- Learn onsite service capabilities with Dynamics 365 Field Service to efficiently deliver mobile workforce solutions and improve operations.
After completing this module, you will be able to:
- Describe field service.
- Understand the typical field service lifecycle.
- Explain incident types and service tasks.
- Explore the Dynamics 365 Field Service mobile application.
- Utilize resource management and scheduling optimization.
- Learn how Dynamics 365 integrates with Microsoft 365 apps, leverages Power Platform, and uses AI solutions like Copilot for enhanced productivity.
After completing this module, you will be able to:
- Describe the options for tailoring Dynamics 365 customer engagement applications.
- Describe how to enhance Dynamics 365 apps using Microsoft Power Platform.
- Explain the reporting capabilities available.
- Describe the different Microsoft 365 integrations available.
- Describe capabilities of Copilot in the Dynamics 365 customer engagement apps.
