- Module 1: 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.
- Learn about agent experience and managing sessions.
- Work with conversations and customer summaries.
- Module 2: 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.
- Learn about rule sets.
- Learn about route triggering.
- Module 3: Omnichannel for Customer Service contains several components to ensure that items are routed and distributed appropriately. In this module, you will learn about routing and work distribution in Omnichannel.
- Learn about routing and work distribution components.
- Learn how to define work stream capacity.
- Module 4: Learn how to use Short Message Service (SMS) messages to initiate support requests with support organizations.
- Configure an SMS channel.
- Use TeleSign.
- Use Twilio.
- Module 5: Learn how to deploy social messaging channels in Omnichannel for Dynamics 365 Customer Service.
- Examine which channels are available and review the prerequisites for getting started with social messaging.
- Discover the procedure for creating social messaging work streams.
- Review the process for configuring a Facebook message channel and defining Facebook pages.
- Learn about the process for configuring a LINE message channel.
- Review the process for configuring a Twitter message channel and Twitter handle.
- Learn about the process for configuring a WhatsApp message channel by using Twilio.
- Review the process for adding a WeChat message channel.
- Module 6: Learn how to deploy chat widgets with Omnichannel for Dynamics 365 Customer Service.
- Create a chat channel.
- Allow chat transcripts and file downloads.
- Work with pre-chat surveys.
- Embed a chat widget in a portal.
- Module 7: 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.
- Write adaptive cards that render content for a smart assist bot.
- Build a smart assist bot.
- Create a bot user.
- Add a smart assist bot to a workstream.
- Enable the Productivity pane.
- Module 8: Learn how to integrate a Power Virtual Agents bot with Omnichannel for Microsoft Dynamics 365 Customer Service.
- Create an Azure Active Directory application.
- Configure the Power Virtual Agents bot.
- Configure Omnichannel for Customer Service.
- Module 9: Dynamics 365 Productivity Tools helps agents perform their daily operations faster, efficiently, and in a process-compliant manner.
- Learn how to use macros.
- Discover how to use automation.
- Explore using agent scripts.
- Learn how to use smart assist.
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