I. Overview:

Microsoft Dynamics 365 Customer Service offers any organization an opportunity for customer success. Using tools such as automatic case creation and queue management frees up your time to dedicate it where you can have a greater impact, directly with your customers.Join our team of globally recognized experts as they take you step by step from creating cases to interacting with customers to resolving those cases. Once you've resolved those cases you can learn from data analysis the key details to help you resolve similar cases faster or avoid new issues altogether.

II. Duration: 32 hours (4 days)

III. Intended Audience:

A Dynamics 365 Customer Engagement Functional Consultant is responsible for performing discovery, capturing requirements, engaging subject matter experts and stakeholders, translating requirements, and configuring the solution and applications. The Functional Consultant implements a solution using out of the box capabilities, codeless extensibility, application and service integrations.

IV. Prerequisites:

• Working knowledge of the core records available.
• Basic knowledge of Dynamics 365 Customer Service
• Access to a trial or licensed version of Dynamics 365

V. Course outlines:

1. Work with cases in Dynamics 365 Customer Service

• Get started with Dynamics 365 Customer Service: Customer service is a key aspect of any customer relationship management strategy. Microsoft Dynamics 365 Customer Service has many features that organizations can use to manage the services they provide to customers.
• Managing cases with Dynamics 365 Customer Service Hub: Microsoft Dynamics 365 for Customer Service lets organizations better serve their customers and manage agent caseloads by providing a wide range of case management options. Whether representatives are looking for more efficient ways to create cases or better ways to manage the case lifecycle, the case management tools in Microsoft Dynamics 365 can help them throughout the management process.
• Manage cases with Dynamics 365 Customer Service workspace: With Dynamics 365 Customer Service, an organization can provide service to their customers in many ways, depending on the specific needs of the customer, the organization's service model, and other determining factors. This module examines the Customer Service features that you can use to support a case management solution.
• Use Microsoft Dynamics 365 Customer Service queues to manage case workloads: Customer support centers often use queues to manage the routing of cases that come in, so that they are handled in an organized and timely manner.
• Service representative collaboration in Dynamics 365 Customer Service: Dynamics 365 Customer Service includes multiple collaboration features to help representatives identify experts. It also helps representatives engage with and set up meetings with their peers in Microsoft Teams. Organizations can use the available collaboration features to turn their business into a unified customer service center.
• Configure Copilot in Dynamics 365 Customer Service: Learn how to configure and use Copilot functionality, which assists representatives by providing real-time AI assistance so that they can automate time-consuming tasks.
• Create or update records automatically in Customer Service Hub: Learn how to create records by using the automatic creation and update rules functionality. Additionally, you learn how to use multiple conditions in a single rule to create records differently based on the results.

2. Work with entitlements and service level agreements in Dynamics 365 Customer Service

• Work with service-level agreements in Dynamics 365 Customer Service: Dynamics 365 Customer Service includes the ability to define service-level agreements (SLAs) to help organizations meet the desired service levels when providing support to customers. With SLAs, you can track common key performance indicators (KPIs), such as First Response Time and Call Resolution Time, for every case that's submitted. Additionally, you can create custom KPIs that track business-specific items that are important to your organization.
• Create and manage entitlements in Microsoft Dynamics 365 Customer Service: This module will focus on Microsoft Dynamics 365 entitlements and how they're used to define and track information about support contracts. It includes information about creating and defining entitlements, setting up entitlement terms and types, defining related records, and managing the entitlement lifecycle.

3. Work with Knowledge Management Solutions in Dynamics 365 Customer Service

• Create knowledge management solutions in Dynamics 365 Customer Service: This module will focus on building knowledge management solutions by using Microsoft Dynamics 365. It provides an overview of the different knowledge management options that are available, and includes information about defining knowledge articles, managing article versions, and publishing articles.
• Search and filter knowledge articles by using Dynamics 365 Customer Service: This module examines how to set up the many different searching and filtering capabilities that are available in Dynamics 365 Customer Service.
• Use knowledge articles to resolve Dynamics 365 Customer Service cases: This module focuses on how to use the Knowledge Management capabilities of Dynamics 365 to resolve cases inside Dynamics 365 including how to customize Dynamics 365 entities to consume Knowledge Articles, searching for and linking knowledge Articles, controlling article display options, and using article analytics to drive Knowledge Manage options.

4. Help service reps be more productive in Dynamics 365 Customer Service

• Create custom experiences for service representatives with agent experience profiles in Customer Service: With agent experience profiles, your organization can create targeted app experiences for service representatives and supervisors who work with Microsoft Dynamics 365 Customer Service workspace and Contact Center.
• Enhance representative productivity with Customer Service workspace: With Customer Service workspace, you can ensure that representatives are equipped with the core customer service capabilities that they are accustomed to using with the Customer Service Hub app. It will also provide agents with the ability have multiple sessions open at a time in a single workspace experience.
• Manage cases with Dynamics 365 Customer Service workspace: With Dynamics 365 Customer Service, an organization can provide service to their customers in many ways, depending on the specific needs of the customer, the organization's service model, and other determining factors. This module examines the Customer Service features that you can use to support a case management solution.
• Enhance service representative productivity and personalization in Omnichannel for Customer Service: With Omnichannel for Customer Service, organizations can offer support across multiple channels and can engage multiple customers simultaneously through dedicated sessions. This feature ensures that agents have information that's relevant to what they're working on and in one location. Additionally, agents can switch between active sessions as needed.
• Enhance service representative productivity and personalization in Customer Service Hub: Learn how to configure historical information and communication tools to help your service representatives be more productive.
• Get started with Dynamics 365 Productivity Tools: Dynamics 365 Productivity Tools helps representatives perform their daily operations faster, efficiently, and in a process-compliant manner.
• Create smart assist solutions in Contact Center for Dynamics 365 Customer Service: Do you want to build custom bots and plug them into environments to provide relevant recommendations to agents? This module teaches you how to create adaptive cards and custom bots and how to enable the Productivity pane.

5. Route and distribute work in Dynamics 365 Customer Service

• Get started with unified routing for Dynamics 365 Customer Service: To ensure that customers are satisfied with the service that's being provided many organizations connect incoming work items, such as cases, phone calls, or chat requests, to the most qualified representative to assist with each specific need.
• Route and distribute work with unified routing in Dynamics 365 Customer Service: Unified routing is an intelligent, scalable, and enterprise grade routing and assignment capability. It can direct the incoming work item to the best suited queue and representative by adhering to work item requirements and matching them with the representative's capabilities.
• Use skill-based routing in Dynamics 365 Customer Service: The unified routing feature in Dynamics 365 Customer Service includes a skill-based routing solution that helps organizations more effectively handle customer-related issues. Its configurable interface helps ensure that conversations are routed to agents who have the skills and proficiency levels that match those levels that are defined on the incoming conversation.
• Entity record routing with Omnichannel for Dynamics 365 Customer Service: The Dynamics 365 Customer Service solution allows organizations to manage and resolve issues that customers are encountering. In a traditional scenario, you would perform case management by using the core components of Customer Service. One of those core components is entity record routing, which is explained in this module.

6. Connect and engage with customers with Omnichannel for Dynamics 365 Customer Service

• Get started with Omnichannel for Customer Service: With Omnichannel for Dynamics 365 Customer Service, representatives can service multiple customers across different channels directly from within their Dynamics 365 environment. This module introduces the features and functionality of Omnichannel.
• Deploy chat widgets with Omnichannel for Dynamics 365 Customer Service: A chat widget lets customers connect with service representatives and helps to resolve their queries quickly. This module covers the process of deploying chat widgets with Omnichannel for Dynamics 365 Customer Service.
• Deploy a Voice channel in Dynamics 365 Customer Service: The Voice channel in Dynamics 365 Customer Service includes many different features and functionalities that call center representatives and supervisors can use. Additionally, it can help improve your customers' overall experience when they're engaging over voice channels.
• Deploy an SMS channel in Omnichannel for Dynamics 365 Customer Service: Learn how to use Short Message Service (SMS) messages to initiate support requests with support organizations.
• Deploy social messaging channels in Omnichannel for Dynamics 365 Customer Service: In addition to requesting support through live chat channels, Omnichannel for Microsoft Dynamics 365 Customer Service helps your organization extend its service offerings to some of the most common social messaging platforms that are being used today. This module examines how to use and incorporate different social messaging platforms into an Omnichannel for Dynamics 365 Customer Service deployment.
• Set up Apple Message for Business and Google Business Messages as channels in Dynamics 365 Customer Service: This module examines how to deploy services as channels in Omnichannel for Customer Service and how to set up many different features that are available.
• Integrate an agent for Contact Center and Dynamics 365 Customer Service: Learn how to integrate an agent for Contact Center and Dynamics 365 Customer Service.

7. Create surveys with Dynamics 365 Customer Voice

• Create a survey project with Dynamics 365 Customer Voice: Learn how to create a survey project with Dynamics 365 Customer Voice.
• Create customer surveys with Dynamics 365 Customer Voice: Obtaining customer feedback can help you make better business decisions. In this module, you get started with creating surveys.
• Send Dynamics 365 Customer Voice surveys: Learn about the various methods that Dynamics 365 Customer Voice provides to help you send powerful surveys to capture feedback from customers and employees.
• Automate Dynamics 365 Customer Voice surveys with Power Automate: Create a personalized and automated customer feedback experience by using Microsoft Power Automate.
• Embed surveys in your website with Dynamics 365 Customer Voice: In this module, learn how to embed your survey into your website.
• Create customer Power BI reports in Dynamics 365 Customer Voice: Learn how to create reports and dashboards from your Dynamics 365 Customer Voice data by using Microsoft Power BI.

8. Get started with Dynamics 365 Customer Service scheduling

• Set up Customer Service scheduling: Dynamics 365 Customer Service includes capabilities to help you effectively schedule staff and other resources to provide service to customers at the organization's locations.
• Schedule services with Customer Service scheduling: Learn how to define and schedule services with Dynamics 365 Customer Service to provide service to customers at the organization's locations.

9. Work with Customer Service Insights

• Get started with Customer Service Insights: Microsoft Dynamics 365 Customer Service Insights uses AI to automatically group your cases into topics by using natural language understanding, such as grouping defective product cases into a single topic. Topics allow you to discover and adapt to current and emerging trends, identify problem areas, and improve brand sentiment. By pinpointing and fixing issues before they impact customers, you can deliver better customer service experiences. This module will examine how Customer Service Insights can impact your organization.
• Create visualizations for Dynamics 365 Customer Service: Microsoft Dynamics 365 Customer Service includes several features for reporting and displaying data to help users manage their case workload. This module examines the options that are provided by Customer Service.