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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.
Please review the prerequisites listed for each module in the course content for more information.
Module 1: 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.
Learning objectives
Module 2: 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 agents 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.
Learning objectives
Prerequisites:
Basic understanding of how to move around in the Dynamics 365 Customer Service application and a working knowledge of the core records that are available.
Module 3: 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.
Learning objectives
Prerequisites:
The target audience should have a basic understanding of how to navigate the Dynamics 365 application. Familiarity with creating and managing cases in Dynamics 365 is also helpful.
Module 4: 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 will learn how to use multiple conditions in a single rule to create records differently based on the results.
Learning objectives
Prerequisites:
Basic understanding of the Microsoft Dynamics 365 Customer Service application
Module 5: 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 will connect incoming work items, such as cases, phone calls, or chat requests, to the most qualified agent to assist with each specific need.
Learning objectives
Prerequisites:
Basic knowledge of the Customer Service app
Module 6: 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.
Learning objectives
Prerequisites:
The target audience should have a basic understanding of how to move around the Microsoft Dynamics 365 application. Familiarity with creating and managing cases, and with Dynamics 365 service level agreements (SLAs), is also helpful.
Module 7: Manage service level agreements with Dynamics 365 Customer Service
Do you have service level agreements with your customers? This module will focus on Dynamics 365 Service Level Agreements (SLAs) and how they can be leveraged to define and track KPIs including defining business closures and working hour schedules, determining SLA triggering conditions, defining SLAs, building SLA items, managing SLAs, and working with SLA pause statuses.
Learning objectives
Prerequisites:
A basic understanding of how to navigate the Dynamics 365 application. Familiarity with creating and managing cases, as well as Dynamics 365 Entitlement is also helpful.
Module 8: 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.
Learning objectives
Prerequisites:
The target audience should have a basic understanding of how to move around the Dynamics 365 application and a working knowledge of the core records that are available. Familiarity with creating and managing cases in Dynamics 365 is also helpful.
Module 9: Use knowledge articles to resolve Dynamics 365 Customer Service cases
This module will focus 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.
Learning objectives
Prerequisites:
Target Audience should have a basic understanding of how to navigate the Dynamics 365 application, as well as a working knowledge of the core records available. Familiarity with creating and managing cases, as well as how to create Knowledge Articles in Dynamics is also helpful.
Module 10: Create a survey project with Dynamics 365 Customer Voice
Learn how to create a survey project with Dynamics 365 Customer Voice.
Learning objectives
Module 11: Create customer surveys with Dynamics 365 Customer Voice
Obtaining customer feedback can help you make better business decisions. In this module, you will get started with creating surveys.
Learning objectives
Prerequisites:
Basic understanding of the Microsoft Dynamics 365 Customer Voice app
Module 12: 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.
Learning objectives
Prerequisites:
Completion of the Create customer surveys with Dynamics 365 Customer Voice module
Module 13: Automate Dynamics 365 Customer Voice surveys with Power Automate
Create a personalized and automated customer feedback experience by using Microsoft Power Automate.
Learning objectives
Module 14: 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.
Learning objectives
Prerequisites:
Basic knowledge of the Dynamics 365 Customer Service application
Module 15: 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.
Learning objectives
Prerequisites:
Basic knowledge of the Dynamics 365 Customer Service application
Module 16: Enhance agent productivity with Customer Service workspace
With Customer Service workspace, you can ensure that agents 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.
Learning objectives
Prerequisites:
Basic knowledge of the Microsoft Dynamics 365 Customer Service application
Module 17: Create custom experiences for agents with the App profile manager in Customer Service
With the App profile manager feature, your organization can create targeted app experiences for agents and supervisors who work with the Microsoft Dynamics 365 Customer Service workspace and Omnichannel for Customer Service apps.
Learning objectives
Prerequisites:
Basic understanding of the Dynamics 365 Customer Service application
Module 18: Getting started with Omnichannel for Customer Service
With Omnichannel for Dynamics 365 Customer Service, agents can service multiple customers across different channels directly from within their Dynamics 365 environment. This module introduces the features and functionality of Omnichannel.
Learning objectives
Prerequisites:
Basic understanding of Dynamics 365 Customer Service
Module 19: 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 agent by adhering to work item requirements and matching them with the agent’s capabilities.
Learning objectives
Prerequisites:
Basic knowledge of the Customer Service app
Module 20: 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.
Learning objectives
Prerequisites:
Basic understanding of the Dynamics 365 Customer Service app
Module 21: Deploy chat widgets with Omnichannel for Dynamics 365 Customer Service
A chat widget lets customers connect with service agents and assists in resolving their queries quickly. This module covers the process of deploying chat widgets with Omnichannel for Dynamics 365 Customer Service.
Learning objectives
Prerequisites:
Basic understanding of Dynamics 365 Customer Service
Module 22: Create smart assist solutions in Omnichannel 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.
Learning objectives
Prerequisites:
To use smart assist, you must deploy the Dynamics 365 Productivity Tools solution in your environment. You can download it free from Microsoft AppSource.
Module 23: 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.
Learning objectives
Prerequisites:
Knowledge of Dynamics 365 Customer Service
Module 24: 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 will examine the options that are provided by Customer Service.
Learning objectives
Prerequisites:
Knowledge of Dynamics 365 Customer Service
Module 25: Get started with Connected Customer Service for Dynamics 365 and Azure IoT
The Connected Customer Service Add-in for Microsoft Dynamics 365 integrates Internet of Things (IoT) devices with Microsoft Dynamics 365 Customer Service to help organizations create a proactive approach to providing service to customers.
Learning objectives
Prerequisites:
Basic knowledge of the Dynamics 365 Customer Service application
Module 26: Register and manage devices with Connected Customer Service for Dynamics 365 and Azure IoT
Connected Customer Service integrates IoT devices with Dynamics 365 Customer Service to help organizations create an approach to providing service to customers. Additionally, it enables the registration, monitoring, and management of IoT devices into your organization’s business processes.
Learning objectives
Prerequisites:
Basic knowledge of the Dynamics 365 Customer Service application
Module 27: Create custom apps for Dynamics 365 Customer Service
Learn how to use Microsoft Power Platform to create custom apps for Microsoft Dynamics 365 Customer Service.
Learning objectives
