Connect and engage with customers with Omnichannel for Dynamics 365 Customer Service

Offered By: Microsoft via Microsoft Learn

Course Description

Overview

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.

In this module, you will:

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.

In this module, you will:

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.

In this module, you will:

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.

In this module, you will:

Configure an SMS channel.
Use TeleSign.
Use Twilio.

Module 5: Learn how to deploy social messaging channels in Omnichannel for Dynamics 365 Customer Service.

In this module, you will:

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.

In this module, you will:

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.

In this module, you will:

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.

In this module, you will:

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.

In this module, you will:

Learn how to use macros.
Discover how to use automation.
Explore using agent scripts.
Learn how to use smart assist.

Syllabus

Module 1: Getting started with Omnichannel for Customer Service

Introduction to Omnichannel for Customer Service
Use the agent interface
Manage sessions and work with applications
Work with conversations
Work with customer information
Helping an agent's productivity
Check your knowledge
Summary

Module 2: Entity record routing with Omnichannel for Dynamics 365 Customer Service

Introduction
Entity record routing
Entity routing rule sets
Route triggering
Check your knowledge
Summary

Module 3: Routing and work distribution in Omnichannel for Dynamics 365 Customer Service

Introduction to routing and work distribution components
Unified routing and work distribution
Work streams
Work stream capacity
Work stream routing rules
Check your knowledge
Summary

Module 4: Deploy an SMS channel in Omnichannel for Dynamics 365 Customer Service

Introduction
Configure SMS support
Configure TeleSign SMS settings and numbers
Configure Twilio SMS settings and numbers
Check your knowledge
Summary

Module 5: Deploy social messaging channels in Omnichannel for Dynamics 365 Customer Service

Introduction
Configure a Facebook channel
Configure a LINE channel
Configure a Twitter direct message channel
Configure a WhatsApp channel through Twilio
Configure a WeChat channel
Check your knowledge
Summary

Module 6: Deploy chat widgets with Omnichannel for Dynamics 365 Customer Service

Introduction to chat channels
Create a chat channel
Allow chat transcripts and file downloads
Work with pre-chat surveys
Embed a chat widget in a portal
Use proactive chat
Check your knowledge
Summary

Module 7: Create smart assist solutions in Omnichannel for Dynamics 365 Customer Service

Introduction
Work with Microsoft Adaptive Cards
Build a smart assist bot
Integrate a smart assist bot with Omnichannel for Customer Service
Check your knowledge
Summary

Module 8: 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

Module 9: Get started with Dynamics 365 Productivity Tools

Introduction
Work with macros
Use automation to pass parameters
Work with agent scripts
Smart assist
Check your knowledge
Summary

Connect and engage with customers with Omnichannel for Dynamics 365 Customer Service

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Course Description

Overview

Syllabus

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