Improve business processes for customer service functions, such as automatic case creation and queue management with Microsoft Dynamics 365 Customer Service.

Intended audience

Functional Consultant

Prerequisites

Assessment & certification

Assessment fee: ₹4,800
Assessment mode: Center based
Assessment type: MCQ
Assessment provider: Pearson Vue
Certificate provider: SWAYAM Plus and Microsoft

Syllabus

Week 1: Get started with Dynamics 365 Customer Service
Week 2: Managing cases with Dynamics 365 Customer Service Hub
Week 3: Use Microsoft Dynamics 365 Customer Service queues to manage case workloads
Week 4: Create or update records automatically in Customer Service Hub
Week 5: Get started with unified routing for Dynamics 365 Customer Service
Week 6: Create and manage entitlements in Microsoft Dynamics 365 Customer Service
Week 7: Work with service-level agreements in Dynamics 365 Customer Service
Week 8: Create knowledge management solutions in Dynamics 365 Customer Service
Week 9: Use knowledge articles to resolve Dynamics 365 Customer Service cases
Week 10: Create a survey project with Dynamics 365 Customer Voice
Week 11: Create customer surveys with Dynamics 365 Customer Voice
Week 12: Send Dynamics 365 Customer Voice surveys
Week 13: Automate Dynamics 365 Customer Voice surveys with Power Automate
Week 14: Set up Customer Service scheduling
Week 15: Schedule services with Customer Service scheduling
Week 16: Enhance agent productivity with Customer Service workspace
Week 17: Create custom experiences for agents with agent experience profiles in Customer Service
Week 18: Get started with Omnichannel for Customer Service
Week 19: Route and distribute work with unified routing in Dynamics 365 Customer Service
Week 20: Deploy an SMS channel in Omnichannel for Dynamics 365 Customer Service
Week 21: Deploy chat widgets with Omnichannel for Dynamics 365 Customer Service
Week 22: Create smart assist solutions in Omnichannel for Dynamics 365 Customer Service
Week 23: Get started with Customer Service Insights
Week 24: Create visualizations for Dynamics 365 Customer Service
Week 25: Get started with Connected Customer Service for Dynamics 365 and Azure IoT
Week 26: Register and manage devices with Connected Customer Service for Dynamics 365 and Azure IoT
Week 27: Create custom apps for Dynamics 365 Customer Service
Week 28: Integrate a Microsoft Copilot Studio copilot with Omnichannel for Customer Service