What’s Included?
High-Quality Video, E-book & Audiobook
Modules Quizzes
AI Mentor
Access for Tablet & Phone
Prerequisites
- Functional consulting experience with Dynamics 365
- Familiarity with customer service processes
- Experience with Microsoft Power Platform is a plus
Skills You’ll Gain
- Custom Copilot Design
- Conversational Flow Configuration
- Personalized AI Interactions
- Workflow Automation Integration
- Copilot Deployment and Monitoring
- AI-Powered Topic Generation
- End-to-End AI Solution Development
Self Study Materials Included
Videos
Engaging visual content to enhance understanding and learning experience.
Podcasts
Insightful audio sessions featuring expert discussions and real-world cases.
Audiobooks
Listen and learn anytime with convenient audio-based knowledge sharing.
E-Books
Comprehensive digital guides offering in-depth knowledge and learning support.
Module Wise Quizzes
Interactive assessments to reinforce learning and test conceptual clarity.
Additional Resources
Supplementary references and list of tools to deepen knowledge and practical application.
Tools You’ll Master
Copilot Studio
Dynamics 365
Power Automate
Power Bl
Power Platform
What You’ll Learn
Configure and Implement Case Management
Automate record creation and routing using Power Automate.
Manage Service Operations
Handle queues, SLAs, entitlements, and knowledge articles efficiently.
Deploy Omnichannel Communications
Enable chat, SMS, and bots for seamless customer interactions.
Create and Automate Feedback Loops
Design surveys with Customer Voice and automate response handling.
Course Modules
Lesson 1: Work with Cases in Dynamics 365 Customer Service
Module 1.1: Get Started with Dynamics 365 Customer Service
Module 1.2: Managing Cases with Dynamics 365 Customer Service Hub
Module 1.3: Manage Cases with Dynamics 365 Customer Service Workspace
Module 1.4: Use Microsoft Dynamics 365 Customer Service Queues to Manage Case Workloads
Module 1.5: Service Representative Collaboration in Dynamics 365 Customer Service
Module 1.6: Configure Copilot in Dynamics 365 Customer Service
Module 1.7: Create or Update Records Automatically in Customer Service Hub
Lesson 2: Work with Entitlements and Service Level Agreements in Dynamics 365 Customer Service
Module 2.1: Work with Service-Level Agreements in Dynamics 365 Customer Service
Module 2.2: Create and Manage Entitlements in Microsoft Dynamics 365 Customer Service
Lesson 3: Work with Knowledge Management Solutions in Dynamics 365 Customer Service
Module 3.1: Create Knowledge Management Solutions in Dynamics 365 Customer Service
Module 3.2: Search and Filter Knowledge Articles by Using Dynamics 365 Customer Service
Module 3.3: Use Knowledge Articles to Resolve Dynamics 365 Customer Service Cases
Lesson 4: Help Service Reps Be More Productive in Dynamics 365 Customer Service
Module 4.1: Create Custom Experiences for Service Representatives with Agent Experience Profiles in Customer Service
Module 4.2: Enhance Representative Productivity with Customer Service Workspace
Module 4.3: Manage Cases with Dynamics 365 Customer Service Workspace
Module 4.4: Enhance Service Representative Productivity and Personalization in Omnichannel for Customer Service
Module 4.5: Enhance Service Representative Productivity and Personalization in Customer Service Hub
Module 4.6: Get Started with Dynamics 365 Productivity Tools
Module 4.7: Create Smart Assist Solutions in Contact Center for Dynamics 365 Customer Service
Lesson 5: Route and Distribute Work in Dynamics 365 Customer Service
Module 5.1: Get Started with Unified Routing for Dynamics 365 Customer Service
Module 5.2: Route and Distribute Work with Unified Routing in Dynamics 365 Customer Service
Module 5.3: Use Skill-Based Routing in Dynamics 365 Customer Service
Module 5.4: Entity Record Routing with Omnichannel for Dynamics 365 Customer Service
Lesson 6: Connect and Engage with Customers with Omnichannel for Dynamics 365 Customer Service
Module 6.1: Get Started with Omnichannel for Customer Service
Module 6.2: Deploy Chat Widgets with Omnichannel for Dynamics 365 Customer Service
Module 6.3: Deploy a Voice Channel in Dynamics 365 Customer Service
Module 6.4: Deploy an SMS Channel in Omnichannel for Dynamics 365 Customer Service
Module 6.5: Deploy Social Messaging Channels in Omnichannel for Dynamics 365 Customer Service
Module 6.6: Set Up Apple Message for Business and Google Business Messages as Channels in Dynamics 365 Customer Service
Module 6.7: Integrate a Microsoft Copilot Studio Copilot with Omnichannel for Customer Service
Lesson 7: Create Surveys with Dynamics 365 Customer Voice
Module 7.1: Create a Survey Project with Dynamics 365 Customer Voice
Module 7.2: Create Customer Surveys with Dynamics 365 Customer Voice
Module 7.3: Send Dynamics 365 Customer Voice Surveys
Module 7.4: Automate Dynamics 365 Customer Voice Surveys with Power Automate
Module 7.5: Embed Surveys in Your Website with Dynamics 365 Customer Voice
Module 7.6: Create Customer Power BI Reports in Dynamics 365 Customer Voice
Lesson 8: Get Started with Dynamics 365 Customer Service Scheduling
Module 8.1: Set Up Customer Service Scheduling
Module 8.2: Schedule Services with Customer Service Scheduling
Lesson 9: Work with Customer Service Insights
Module 9.1: Get Started with Customer Service Insights
Module 9.2: Create Visualizations for Dynamics 365 Customer Service
Lesson 10: Use Connected Customer Service with Dynamics 365
Module 10.1: Get Started with Connected Customer Service for Dynamics 365 and Azure IoT
Module 10.2: Register and Manage Devices with Connected Customer Service for Dynamics 365 and Azure IoT
Frequently Asked Questions
This course is ideal for Dynamics 365 Functional Consultants and professionals looking to specialize in customer service capabilities.
Basic experience with Dynamics 365 is recommended, but not mandatory. No coding is required.
Yes. It prepares you for the MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant certification.
You’ll learn how to configure, automate, and optimize customer service operations using Microsoft tools.
Omnichannel enables real-time customer interactions via chat, SMS, and voice—all managed in a unified workspace for agents.