AB-6004: Introduction to service in Dynamics 365

Course Information

Course Name

AB-6004: Introduction to service in Dynamics 365

Duration

1 Day

Overview

This course will teach you how to enhance and automate business processes using Dynamics 365 customer engagement apps, while incorporating native interconnectivity with Microsoft 365. You will also learn to support customers efficiently through AI-driven Dynamics 365 Customer Service, improve customer experience with AI-first omnichannel communication in Dynamics 365 Contact Center, and boost first-time resolution rates for on-site workers using AI-driven Dynamics 365 Field Service.

Intended Audience

This course is tailored for professionals who aim to enhance and automate business processes using Dynamics 365 customer engagement apps, while leveraging native interconnectivity with Microsoft 365. It is ideal for those looking to support customers efficiently through AI-driven Dynamics 365 Customer Service, improve customer experience with AI-first omnichannel communication in Dynamics 365 Contact Center, and boost first-time resolution rates for on-site workers using AI-driven Dynamics 365 Field Service.

Prerequisities

At Course Completion

Course Outline

Module 1: Describe the foundations of Dynamics 365 customer engagement apps

Explore Dynamics 365 customer engagement apps to understand their features, integration capabilities, and tools for better customer interaction.

Lessons

• Introduction

• Describe customer engagement apps in Dynamics 365

• Describe the cross-solution capabilities of customer engagement apps

• Navigate to and within customer engagement apps

• Describe the Timeline feature in customer engagement apps

• Exercise – Navigate Dynamics 365 apps

• Explore prompting in Dynamics 365 apps with Copilot Chat

• Describe security in customer engagement apps

• Module assessment

• Summary

Module 2: Explore self-service capabilities in Dynamics 365

Learn how to use self-service tools in Dynamics 365 to create seamless, efficient customer support experiences through knowledge articles and virtual agents.

• Introduction

• Describe self-service in Dynamics 365 Contact Center

• Describe knowledge management in Dynamics 365 Customer Service

• Exercise – Create a knowledge article

• Describe the Knowledge Management Agent

• Module assessment

• Summary

Module 3: Explore case management in Dynamics 365 Contact Center

Dive into Dynamics 365 Contact Center to learn about case management, automation, routing options, analytics tools, omnichannel engagement, and Agent Hub.

• Introduction

• Describe the capabilities of Dynamics 365 Contact Center

• Describe the case lifecycle

• Describe channels in Dynamics 365 Contact Center

• Exercise – Create a chat channel

• Describe routing capabilities in Dynamics 365

• Describe case reporting and analytics in Dynamics 365 Contact Center

• Describe the supervisor experience in Dynamics 365 Contact Center

• Describe Agent Hub

• Module assessment

Summary

Module 4: Describe workforce management in Dynamics 365 Contact Center

Discover the key capabilities of Workforce Management, including forecasting, scheduling, and AI-powered tools in Dynamics 365 Contact Center.

• Introduction

• Describe Workforce Management (WFM) in Dynamics 365 Contact Center

• Describe forecasting and capacity planning

• Describe scheduling and shift planning

• Explore Microsoft 365 Copilot for Service

• Module assessment

• Summary

Module 5: Utilize onsite service capabilities in Dynamics 365 Field Service

Use Dynamics 365 Field Service to manage field service operations, optimize workflows, and increase customer satisfaction.

• Introduction

• Describe use cases for Dynamics 365 Field Service

• Describe the work order lifecycle

• Describe the Dynamics 365 Field Service mobile app

• Describe resource and scheduling processes

• Describe the Scheduling Operations Agent

• Exercise – Create and schedule a basic work order in Dynamics 365 Field Service

• Module assessment

• Summary

Module 6: Describe shared capabilities in Dynamics 365 customer engagement apps

Examine integration, AI-driven tools, and customization features for tailoring Dynamics 365 customer engagement apps to business requirements.

• Introduction

• Describe the options for tailoring customer engagement apps to meet business needs

• Enhance customer engagement apps with Microsoft Power Platform Integration

• Describe reporting capabilities including charts, dashboards, and views

• Describe Microsoft 365 integrations

• Describe the capabilities of Copilot in customer engagement apps

• Module assessment

• Summary

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