Learn how to connect customer interactions across channels, preserve customer and case context, route work to suitable representatives, and apply AI assistance in Copilot Service workspace.
In this module, you learn how to:
- Describe customer engagement models and channel types.
- Explain how channel interactions reach representatives through workstreams, queues, and routing.
- Connect conversations with customer and case context.
- Describe how Copilot Service workspace and AI support customer interactions across channels.
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 build a dependable email intake channel that captures eligible requests, prevents duplicate cases, preserves customer context, and gets work to the right representative.
In this module, you learn how to:
- Explain how incoming support email becomes trackable Customer Service work.
- Prepare and validate a queue mailbox for email processing.
- Design automatic case creation behavior for common email scenarios.
- Select between routing cases and routing email records.
- Diagnose failures across synchronization, case creation, queues, and routing.

Syllabus

Support customers across engagement channels in Dynamics 365 Customer Service
- Introduction
- Understand customer engagement models
- Explore customer engagement channels
- Understand how channel interactions reach representatives
- Connect conversations with customers and cases
- Bring channels together in Copilot Service workspace
- Apply AI across customer interactions
- Module assessment
- Summary
Handle conversations in Copilot Service workspace
- Introduction
- Receive conversation work and manage presence
- Manage sessions and application tabs
- Communicate with customers
- Use customer and case context
- Consult, transfer, and collaborate during conversations
- Close, end, and wrap up conversations
- Use Copilot during conversations
- Module assessment
- Summary
Configure reliable email intake in Dynamics 365 Customer Service
- Introduction
- Plan the email intake flow
- Prepare a queue mailbox for incoming email
- Design automatic case creation from email
- Route email-originated work
- Validate and troubleshoot email intake
- Module assessment
- Summary