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Microsoft

Extend Dynamics 365 Customer Service

Microsoft via Microsoft Learn

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Overview

  • Module 1: Learn how to use Microsoft Power Platform to create custom apps for Microsoft Dynamics 365 Customer Service. Prepare for MB-230.

    • In this module, you will:

    • Learn how you can use Microsoft Power Platform to customize Dynamics 365 Customer Service.
    • Learn how to create apps from Microsoft Power Apps for Customer Service.
    • Learn how to deploy a self-service portal for Customer Service.
    • Discover how to customize case management.
  • Module 2: Learn how to integrate a Power Virtual Agents bot with Omnichannel for Microsoft Dynamics 365 Customer Service.

    • In this module, you will:

    • Create an Azure Active Directory application.
    • Configure the Power Virtual Agents bot.
    • Configure Omnichannel for Customer Service.

Syllabus

  • Module 1: Create custom apps for Dynamics 365 Customer Service
    • Introduction
    • Create Power Apps for Dynamics 365 Customer Service
    • Deploy a self-service portal for Customer Service
    • Customize case management
    • Check your knowledge
    • Summary
  • Module 2: Integrate a Power Virtual Agents bot with Omnichannel for Customer Service
    • Introduction
    • Create an Azure Active Directory application
    • Configure the Power Virtual Agents bot
    • Configure Omnichannel for Customer Service
    • Check your knowledge
    • Summary

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