Description

A Microsoft Dynamics 365 Customer Service Functional Consultant is responsible for implementing omnichannel solutions that focus on service, quality, reliability, efficiency, and customer satisfaction. 

This professional implements and designs service management visualizations and reports provided by and in collaboration with the solution architect. They collaborate with the customer engagement administrator to implement and upgrade Microsoft Power Platform components, including knowledge management, customer feedback, and connected services. 

A Dynamics 365 Customer Service Functional Consultant must have a strong applied knowledge of customer service, including an understanding of industry terminology, priorities, standards, methodologies, customer service operations, and best practices. The functional consultant with customer service expertise also needs deep, practical experience and knowledge of how to meet user needs through Dynamics 365 Customer Service, including in-depth understanding of cases, knowledge management, queues, entitlements, resource scheduling, Service Level Agreements (SLAs), visualizations, connected services, the Customer Service Insights Add-in for Microsoft Dynamics 365 Customer Service, Power Virtual Agents, and Omnichannel for Customer Service. The functional consultant’s knowledge should include a comprehensive understanding of the customer service application’s role in relationship to the Dynamics 365 suite of applications, along with a basic understanding of the solution architecture and quality assurance. 

Course Fee: £1,599+VAT

Objectives

• Manage cases and knowledge management  
• Manage queues, entitlements, and service-level agreements  
• Implement scheduling  
• Implement Omnichannel for Customer Service  

• Manage analytics and insights  
• Implement Customer Service workspaces  
• Implement Microsoft Power Platform  
• Implement Connected Customer Service  

Who Should Attend

A Microsoft Dynamics 365 Customer Service Functional Consultant is responsible for implementing omnichannel solutions that focus on service, quality, reliability, efficiency, and customer satisfaction. This professional implements and designs service management visualizations and reports provided by and in collaboration with the solution architect. They collaborate with the customer engagement administrator to implement and upgrade Microsoft Power Platform components, including knowledge management, customer feedback, and connected services. A Dynamics 365 Customer Service Functional Consultant must have strong applied knowledge of customer service, including an understanding of industry terminology, priorities, standards, methodologies, customer service operations, and best practices. The functional consultant with customer service expertise also needs deep, practical experience and knowledge of how to meet user needs through Dynamics 365 Customer Service, including in-depth understanding of cases, knowledge management, queues, entitlements, resource scheduling, Service Level Agreements (SLAs), visualizations, connected services, the Customer Service Insights Add-in for Microsoft Dynamics 365 Customer Service, Power Virtual Agents, and Omnichannel for Customer Service. The functional consultant’s knowledge should include a comprehensive understanding of the customer service application’s role in relationship to the Dynamics 365 suite of applications, along with a basic understanding of the solution architecture and quality assurance. 

Prerequisites

Functional Consultant who wants to understands Dynamic 365 Customer Service, Dynamic 365 apps.

Course Outline

Module 1: Manage cases and knowledge management  

Create and manage cases  

• configure cases 
• manage case lists 
• create and search for case records 
• convert activities to cases 
• perform case resolution 
• implement parent/child cases 
• merge cases 
• set autonumbering for customer service entities 

Configure and automate cases  

• implement advanced similarity rules 
• implement record creation and update rules 
• route cases using basic routing rulesets 
• customize the case resolution form 
• configure status reason transitions 
• configure business process flows 

Implement knowledge management  

• configure the knowledge search control 
• configure knowledge article search filters and search providers 
• link an article with a case 
• use knowledge management to resolve cases 
• manage the knowledge management article lifecycle 
• manage knowledge management articles 
• configure tables for knowledge management 
• manage knowledge article templates 
• implement knowledge search 
• configure categories and subjects 
• convert cases to knowledge articles 

Capture customer feedback by using Customer Voice  

• create a survey 
• describe survey elements including question types 
• apply formatting and branding to a survey 
• trigger distribution of a survey 
• describe and analyze survey results, including customer satisfaction (CSAT) and Net Promoter Score (NPS) 

Module 2: Manage queues, entitlements, and service-level agreements  

Create and manage queues  

• describe use cases for each queue type 
• configure queues 
• add cases and activities to queues 
• configure tables for queues 
• perform queue operations, including pick, release, remove, and delete operations 

Create and manage entitlements  

• configure and apply entitlements 
• define and create entitlements, including products, channels, contacts, allocations, and service-level agreements 
• manage entitlement templates 
• activate and deactivate entitlements 
• renew or cancel an entitlement 

Create and manage SLAs  

• define and create SLAs 
• configure SLA settings 
• configure a holiday schedule 
• configure a customer service schedule 
• implement actions by using Power Automate 
• manage cases that are associated with SLAs 
• manually apply an SLA 
• create and manage SLA items, including key performance indicators (KPIs), warning actions, success actions, and applicability 

Implement unified routing  

• describe unified routing stages 
• configure work classification and assignments 
• configure assignment rules 
• configure workstreams 
• configure queues 
• configure user attributes, including capacity profiles 
• configure skills-based routing 
• configure unified record routing 

Module 3: Implement scheduling  

Manage resources  

• configure business closures 
• configure organizational units 
• configure resources 
• configure work hours 
• configure facilities and equipment 

Manage services  

• define services 
• schedule a service activity 
• configure fulfillment preferences 

Module 4: Implement Omnichannel for Customer Service  

Deploy Omnichannel for Customer Service  

• provision Omnichannel for Customer Service 
• configure application settings, including data masking, operating hours, authentication settings, self-service settings, and sentiment analysis 
• configure work streams 
• configure routing values 
• implement context variables 

Manage channels  

• configure channels 
• enable the chat widget on websites 
• configure pre-chat surveys 
• configure proactive chat 
• configure Short Message Service (SMS) 

Configure the supervisor experience  

• configure Omnichannel Insights dashboard 
• configure intraday insights 
• customize KPIs for intraday insights 
• enable sentiment analysis

Module 5: Manage analytics and insights  

Configure Customer Service Insights for Dynamics 365 Customer Service  

• configure Customer Service historical analytics 
• configure topic clustering 
• configure knowledge search analytics 

Create and configure visualizations  

• configure tier 1 and tier 2 interactive dashboards 
• design and create customer service charts 
• design reports by using the Report Wizard 
• design and create Power BI reports and dashboards 

Module 6: Implement Customer Service workspaces 

Describe Customer Service workspaces  

• configure session management 
• configure administration features 
• describe navigation and sessions

Implement the app profile manager  

• implement app profiles 
• configure session, application, and notification templates 
• configure macros and agent scripts 
• configure smart assist 

Module 7: Implement Microsoft Power Platform  

Create custom apps  

• create task-specific canvas or model apps 
• embed apps in Dynamics 365 Customer Service 
• create a custom portal to support customer service processes 

Integrate Power Virtual Agents chatbots with Dynamics 365 Customer Service  

• describe Power Virtual Agents components and concepts 
• integrate Power Virtual Agents with Dynamics 365 Customer Service 
• escalate conversations to a live agent 
• manage chatbots

Module 8: Implement Connected Customer Service 

Describe Connected Customer Service  

• describe IoT components 
• identify use cases for Connected Customer Service 

Implement Connected Customer Service with IoT Hub  

• manage IoT devices 
• manage security roles for Connected Customer Service

About The Trainer

A Microsoft Dynamics Certified Trainer.

Course Fee

£1599+VAT