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.

• Introducing Dynamics 365 Customer Service
• Customer Service core components
• Understand the modern customer journey

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.

• Case management overview
• Case creation and lifecycle
• Considerations for case creation automation
• Simulation - Create and resolve cases
• Case management scenarios
• Case management dashboard scenarios
• Case management work with cases scenarios
• Use Copilot to assist in resolving customer issues
• Work with status reason transitions

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.

• Get started with Customer Service workspace
• Case creation and life cycle
• Automate case creation
• Case management scenarios
• Use Copilot to assist in resolving customer issues
• Use the Case Management Agent with Copilot
• Exercise - Create and resolve cases in Dynamics 365

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.

• Configure tables for queues
• Create a Microsoft Dynamics 365 queue
• Work with queues
• Exercise - Use queues to manage case workloads
• Routing rule sets
• Exercise - Use routing rules to assign cases to specific queues

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.

• Set up Microsoft Teams chat in Customer Service
• Use embedded Teams chat in Customer Service
• Microsoft Teams meeting integration in Dynamics 365
• Set up customer support swarming for complex cases
• Use customer support swarming

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.

• Turn on Copilot in Customer Service
• Manage fields for case summaries
• Customize Copilot conversation summaries
• Display the Copilot case summary on custom case forms
• Configure the Case Management agent

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.

• Set up rules to create or update records automatically
• Configure rules for creating or updating records automatically
• Map records manually with Power Automate
• Complete and activate your rule
• Use the activity monitor to review and track rules

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.

• Work with business closures and working hours
• Create and define service-level agreements
• Define SLA items
• Define custom KPIs
• Manage SLAs

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.

• Overview of entitlements
• Create entitlement records
• Work with entitlement channels
• Other considerations
• Exercise - Manage support contracts by using entitlements

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.

• Knowledge management overview
• Create and define knowledge articles
• Knowledge article lifecycle
• Manage knowledge article versions, categories, and translations
• Knowledge article publication
• Exercise - Create and maintain knowledge 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.

• Knowledge article search filters
• Search for article content from external search providers
• Manage integrated search providers
• AI suggestions for article keywords and descriptions

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.

• Knowledge article and case resolution overview
• Enable and configure tables for Knowledge Search
• Configure article search and display options
• Search for knowledge articles
• Article analytics

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.

• Create and use agent experience profiles to manage apps
• Application tab templates
• Session templates
• Manage notification settings and templates
• Use templates in workstreams

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.

• Explore the Customer Service workspace user interface
• View and edit records
• Work with case records
• Use the Productivity pane in Customer Service workspace

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.

• Get started with Customer Service workspace
• Case creation and life cycle
• Automate case creation
• Case management scenarios
• Use Copilot to assist in resolving customer issues
• Use the Case Management Agent with Copilot
• Exercise - Create and resolve cases in Dynamics 365

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.

• Quick replies
• Use personal quick replies
• Enable sound and missed notifications for conversations
• Enable auto-assignment of conversations
• Enable sharing of knowledge articles

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.

• Configure the timeline for service representatives
• Use email
• Configure email for service representatives

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.

• Work with macros
• Use automation to pass parameters
• Work with agent scripts
• Smart assist

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.

• Work with Microsoft Adaptive Cards
• Build a smart assist bot
• Integrate a smart assist bot with Contact Center
• View AI-suggested similar cases and knowledge articles

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 cases by using basic routing rule sets
• Set up unified routing
• Create and manage users
• Create and manage queues for unified routing
• Set up workstreams for record routing

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.

• Set up work classification
• Route items to queues
• Set up work assignments in queues
• Get started with intelligent routing
• Diagnostics

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.

• Define skill-rating models
• Skill types
• Assign skills to representative
• Define a default skill-matching algorithm for a workstream
• Attach skills to work items
• Build intelligent skill-finder models

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.

• Entity record routing
• Entity routing rule sets
• Route triggering

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.

• Introduction to Omnichannel for Customer Service
• Use the agent interface
• Manage sessions and work with applications
• Work with conversations
• Work with customer information
• Reporting and analysis
• Work with AI features
• Helping a customer service rep's productivity

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.

• Set up a workstream for chat
• Create a chat channel
• Allow chat transcripts and file downloads
• Work with prechat and post-chat surveys
• Embed a chat widget in a portal
• Use proactive chat

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.

• Set up and provision the Voice channel
• Define voice queues
• Set up a voice workstream
• Call routing
• Make and receive calls
• Historical analytics, reports, and call insights

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.

• Configure phone numbers and messaging accounts
• Configure SMS workstream
• Configure SMS workstream options
• Route SMS conversations
• Configure Additional Settings

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.

• Configure a Facebook channel
• Configure a LINE channel
• Configure a WhatsApp channel through Twilio
• Configure a WeChat channel
• Configure additional options

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.

• Set up a Google Business Messages channel
• Set up a Google Business Messages workstream
• Set up an Apple Messages for Business channel
• Set up an Apple Messages for Business workstream
• Rich messages
• Publish and edit rich messages
• Workstream association
• View and send rich messages
• Manage authentication settings
• Create payment profiles

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.

• Configure the Microsoft Copilot Studio agent
• Configure Contact Center

Create a survey project with Dynamics 365 Customer Voice

Learn how to create a survey project with Dynamics 365 Customer Voice.

• Dynamics 365 Customer Voice
• Projects in Dynamics 365 Customer Voice
• Create your first project
• Exercise - Create a basic project

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.

• Survey headers and branding
• Add branching logic to surveys
• Personalize a survey with variables
• Add satisfaction metrics to a survey and project
• Add multiple languages for your surveys
• Exercise - Create a basic survey

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.

• Create and personalize email templates
• Translate email templates into other languages
• Email a survey
• Upload CSV files
• Use links and QR codes
• Analyze survey reports
• Exercise - Create an email template

Automate Dynamics 365 Customer Voice surveys with Power Automate

Create a personalized and automated customer feedback experience by using Microsoft Power Automate.

• Send a survey with Power Automate
• Create an invitation
• Expand variables to further customize surveys
• Use the locale variable for multilingual surveys
• Use variables for follow-up actions
• Exercise – Create a survey invitation

Embed surveys in your website with Dynamics 365 Customer Voice

In this module, learn how to embed your survey into your website.

• Prepare the survey to use on a website
• Embed a survey in your website
• Use context data from the survey responses
• Exercise - Embed a survey on a 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.

• Use the Dynamics 365 Customer Voice Power BI template
• Connect to Dynamics 365 Customer Voice data with Power BI
• Create customized Power BI reports
• Calculate the Net Promoter Score for Dynamics 365 Customer Voice data
• Exercise - Connect to Dynamics 365 Customer Voice data with Power BI

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.

• Set up service scheduling
• Define resources
• Define facilities and sites

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.

• Set up fulfillment preferences
• Create service activities
• Schedule service activities

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.

• Introduction to Customer Service Insights
• Configure Customer Service Insights
• Discover Customer Service Insights dashboards
• Discover Knowledge search analytics

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.

• Create and use charts
• Create dashboards for Customer Service
• Working with Historical analytics
• Use Power BI to view Customer Service data