Microsoft Learn
Free Online Course
English
3 hours worth of material
selfpaced
Overview
- Module 1: Get introduced to the customer engagement apps
- Explain customer engagement
- Describe Microsoft Dataverse
- List the Dynamics 365 customer engagement apps
- Describe the common components and features of the Dynamics 365 customer engagement apps
- Module 2: Explore Dynamics 365 Customer Service
- Describe customer service strategies
- Explain key industry and application terminology
- Get started with Dynamics 365 Customer Service
- Module 3: Describe Dynamics 365 Customer Service components
- Create and route cases in Dynamics 365 Customer Service
- Describe knowledge management capabilities in Dynamics 365 Customer Service
- Describe case management in Dynamics 365 Customer Service
- Module 4: Review other customer service apps
- Describe Omnichannel for Customer Service
- Discuss when and how to leverage Customer Service Insights
- Explain customer service scheduling
- Describe Connected Customer Service
After completing this module, you will be able to:
After completing this module, you will be able to:
After completing this module, you will be able to:
After completing this module, you will be able to:
Syllabus
- Module 1: Get introduced to the customer engagement apps
- Introduction
- Define customer engagement
- Describe Microsoft Dataverse
- Examine the customer engagement apps
- Work with customers and activities
- Explain how to search and filter data
- Examine the product catalog
- Review integration technologies and use cases
- Examine out-of-the-box reporting capabilities
- Knowledge check
- Summary
- Module 2: Explore Dynamics 365 Customer Service
- Introduction
- Describe customer service
- Explain key customer service terminology
- Get introduced to Dynamics 365 Customer Service
- Knowledge check
- Summary
- Module 3: Describe Dynamics 365 Customer Service components
- Introduction
- Describe the case lifecycle
- Create and route cases
- Describe knowledge management in Dynamics 365 Customer Service
- Explain case management in Dynamics 365 Customer Service
- Examine how to use business process flows in Dynamics 365 Customer Service
- Describe service-level agreements
- Knowledge check
- Summary
- Module 4: Review other customer service apps
- Introduction
- Get introduced to additional Dynamics 365 Customer Service apps
- Learn how to use Customer Service Scheduling
- View remote device management with Connected Customer Service
- View how to use Omnichannel for Customer Service
- Explore Customer Service Workspace
- View the capabilities of Dynamics 365 Customer Service Insights
- Knowledge check
- Summary
