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- See how AI transforms each stage of the customer service journey.
This module explains how to:
- Describe how a customer need becomes service work.
- Identify the connected records that support a request.
- Explain how context moves from self-service through resolution and improvement.
- Describe how Copilot and AI agents assist, act, and improve service.
- Identify how Dynamics 365 applications and Microsoft Power Platform extend Customer Service.
- Learn how Copilot Service workspace, Copilot, and Case Management Agent reduce manual case work, preserve customer context, and help progress issues toward resolution.
This module explains how to:
- Manage cases from intake through resolution in Copilot Service workspace.
- Apply automatic record creation and update rules for consistent case intake.
- Coordinate related cases, find similar work, and consolidate duplicate records.
- Use Copilot to find grounded answers, draft responses, and summarize service context.
- Explain how Case Management Agent automates configured case creation, updates, resolution, follow-up, and closure with appropriate oversight.
- Learn how Dynamics 365 Customer Service queues organize case demand, focus representative work, and establish the foundation for intelligent, AI-driven routing.
This module explains how to:
- Distinguish basic and advanced queue capabilities and choose an appropriate access type.
- Enable Microsoft Dataverse tables for queues.
- Create public and private basic queues and configure queue membership.
- Pick, release, route, assign, and remove queue items.
- Create and activate basic routing rule sets for cases.
- Explain how queues provide the foundation for AI-driven unified routing.
- Learn how to turn customer support commitments into measurable service targets, track KPI status, and trigger timely actions in Dynamics 365 Customer Service.
In this module, you learn how to:
- Configure business hours and holiday schedules so SLA deadlines reflect actual support availability.
- Translate response and resolution commitments into SLA KPIs and SLA items.
- Define applicability, success, pause, warning, and failure conditions for service targets.
- Trigger notifications and record actions as KPI deadlines approach or expire.
- Apply SLAs to cases, entitlements, and supported custom tables.
- Monitor KPI status and maintain active SLA configurations.
- Learn how to translate customer support agreements into entitlements that verify eligibility, control support consumption, and show remaining coverage in Dynamics 365 Customer Service.
In this module, you learn how to:
- Model customer support agreements with coverage dates and active entitlement records.
- Configure case-based or hour-based terms so remaining coverage reflects the support delivered.
- Allocate and restrict terms across support channels.
- Control entitlement eligibility by customer, product, and contact.
- Apply the appropriate entitlement and service-level agreement to each case.
- Maintain entitlement lifecycles and standardize recurring support plans with templates.
