Join our team of globally recognized experts as they guide you through each step, from case creation to customer interaction and resolution. After resolving cases, leverage data analysis to glean key insights that can assist in resolving similar cases more efficiently or even preventing new issues from arising.
This course is tailored for IT professionals with experience or interest in delivering Field Service solutions for large-scale customers. Participants should possess a basic understanding of Dynamics 365 features, functionality, and navigation. The course aligns with Exam MB-240: Microsoft Dynamics 365 Field Service.
Module 1: Work with Cases
In this Module, you will learn to:
- Create and manage Cases
- Work with queues and unified routing
- Create or update records automatically
Module 2: Work with entitlements and service level agreements
In this Module, you will learn to:
- Create and manage entitlements
- Create and manage service level agreements
Module 3: Work with knowledge management
In this Module, you will learn to:
- Create and use knowledge management solutions
- Use knowledge articles to resolve cases
- Create and manage SLAs
Module 4: Create surveys with Customer Voice
In this Module, you will use Dynamics 365 Customer Voice to:
- Create a survey project
- Create and send surveys
- Automate surveys
- Create and manage knowledge content
Module 5: Schedule services
In this Module, you will use Customer Service Scheduling to:
- Configure Customer Service Scheduling
- Schedule services and resources using Dynamics 365 Customer Service Scheduling
Module 6: Work with Dynamics 365 Customer Service workspaces
In this Module, you will use Customer Service workspaces to:
- Use customer service workspaces to enhance agent productivity
- Use the app profile manager
Module 7: Omnichannel for Dynamics 365 Customer Service
In this Module, you will use Omnichannel for Dynamics 365 Customer Service to:
- Do routing and work distribution
- Deploy an SMS channel
- Deploy chat widgets
- Create smart assist solutions
Module 8: Manage analytics and insights
In this Module, you will learn to:
- Work with insights in Customer Service to use Artificial Intelligence (AI) in your Dynamics 365 Customer Service solution
- Create visualizations in Customer Service
Module 9: Connected Customer Service
In this Module, you will use Connected Customer Service to:
- Work with Connected Customer Service
- Register and manage devices
- Module 10: Implement Microsoft Power Platform
In this Module, you will learn to:
- Create custom apps in Microsoft Power Platform for your Customer Service solution
- Integrate a Power Virtual Agents bot