What you’ll learn
After completing this course, students will be able to:
Install and configure the customer service app
Identify common customer service scenarios
Complete a case resolution process
Analyse customer service data
Automate case management record processing
Create and use knowledge articles
Create and use entitlements and service level agreements
Work with Omnichannel
Work with Connected Customer Service
Work with Customer Service Scheduling
Work with Customer Service Insights
Work with Microsoft Power Platform
Work with Customer Service workspaces
Microsoft Dynamics 365 at DDLS
DDLS is your best choice for training and certification in any of Microsoft’s leading technologies and services. We’ve been delivering effective training across all Microsoft products for over 30 years, and are proud to be Australia’s First and largest Microsoft Gold Learning Solutions Partner. All DDLS Microsoft courses follow Microsoft Official Curriculum (MOC) and are led by Microsoft Certified Trainers. Join more than 5,000 students who attend our quality Microsoft courses every year.
Stay ahead of the technology curve
Don’t let your tech outpace the skills of your people
Quality instructors and content
Expert instructors with real world experience and the latest vendor- approved in-depth course content.
Chosen and awarded by the world’s leading vendors as preferred training partner.
Ahead of the technology curve
No matter your chosen technologies or platforms, we can help you stay one step ahead.
Who is the course for?
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.
We can also deliver and customise this training course for larger groups – saving your organisation time, money and resources. For more information, please contact us on 1800 853 276.
Module 1: Work with Cases
In this module you will learn about working with Cases in Dynamics 365 Customer Service.
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
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
Module 4: Create surveys with Customer Voice
In this module you will learn how to engage with customers using Dynamics 365 Customer Voice
Create a survey project
Module 5: Schedule services
In this module, you will learn how to schedule services and resources using Customer Service Scheduling
Module 6: Work with Dynamics 365 Customer Service workspaces
In this module, you will learn how to use Customer Service workspacesLesson
Module 7: Omnichannel for Dynamics 365 Customer Service
In this module, you will learn how to use 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.
Module 9: Connected Customer Service
In this module, you will learn how to use Connected Customer Service to proactively handle customer service scenarios
Module 10: 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
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.
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