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.
This course is designed for functional consultants working with Dynamics 365 Customer Service, or functional consultants who work with other Dynamics 365 apps who want to expand their knowledge of Customer Service.
Module 1: Work with Cases
In this module you will learn about working with Cases in Dynamics 365 Customer Service.
Lessons
- Get started with Cases
- Managing Cases
- Use queues to manage case workloads
- Create or update records automatically
- Unified routing
After completing this module, students will be able to:
- Create and manage Cases,
- Work with queues and unified routing,
- Create or update records automatically.
Module 2: Work with entitlements and service level agreements
In this module you will learn how to create and manage entitlements and service level agreements.
Lessons
- Create and manage entitlements
- Create and manage service level agreements
After completing this module, students will be able to:
- Create and manage entitlements,
- Create and manage service level agreements.
Module 3: Work with knowledge management
In this module you will learn how to create knowledge management solutions, and use knowledge articles to resolve cases.
Lessons
- Create knowledge management solutions
- Use knowledge articles to resolve cases
- Create and manage SLAs
After completing this module, students will be able to:
- Create and use knowledge management solutions,
- Use knowledge articles to resolve cases.
Module 4: Create surveys with Customer Voice
In this module you will learn how to engage with customers using Dynamics 365 Customer Voice.
Lessons
- Create a survey project
- Create surveys
- Send surveys
- Automate surveys
After completing this module, students will be able to:
- Work with Dynamics 365 Customer Voice to send surveys to customers and collect feedback.
Module 5: Schedule services
In this module, you will learn how to schedule services and resources using Customer Service Scheduling.
Lessons
- Configure Customer Service Scheduling
- Schedule services
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After completing this module, students will be able to:
- Schedule services and resources using Dynamics 365 Customer Service Scheduling.
Module 6: Work with Dynamics 365 Customer Service workspaces
In this module, you will learn how to use Customer Service workspaces.
Lessons
- Enhance agent productivity
- App profile manager
After completing this module, students will be able to:
- Use customer service workspaces to enhance agent productivity,
- Use the app profile manager.
Module 7: Omnichannel for Dynamics 365 Customer Service
In this module, you will learn how to use Omnichannel for Dynamics 365 Customer Service.
Lessons
- Getting started
- Routing and work distribution
- Deploy an SMS channel
- Deploy chat widgets
- Create smart assist solutions
After completing this module, students will be able to:
- Work with Omnichannel for Dynamics 365 Customer Service.
Module 8: Manage analytics and insights
In this module, you will learn how to work with insights in Customer Service to use Artificial Intelligence (AI) in your Dynamics 365 Customer Service solution.
Lessons
- Get started
- Create visualizations
After completing this module, students will be able to:
- Work with insights in Customer Service to use Artificial Intelligence (AI) in your Dynamics 365 Customer Service solution,
- Create visualizations in Customer Service.
Module 9: Connected Customer Service
In this module, you will learn how to use Connected Customer Service to proactively handle customer service scenarios.
Lessons
- Getting started
- Registering and managing devices
After completing this module, students will be able to:
- Work with Connected Customer Service,
- Register and manage devices.
Module10: Implement Microsoft Power Platform
In this module, you will learn how to work with the Microsoft Power Platform to enhance your Dynamics 365 Customer Service solution.
Lessons
- Create custom apps
- Integrate a Power Virtual Agents bot
After completing this module, students will be able to:
- Create custom apps in Microsoft Power Platform for your Customer Service solution,
- Integrate a Power Virtual Agents bot.
MB 230T01 Microsoft Dynamics 365 Customer Service
