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Microsoft Dynamics 365 CE (Omnichannel ) Course Overview

Microsoft Dynamics 365 CE (Omnichannel ) Course Overview

The Microsoft Dynamics 365 CE (Customer Engagement) Omnichannel course provides comprehensive training on how to enhance customer service capabilities using Dynamics 365 tools. This course is designed to help learners understand customer service fundamentals, case management, knowledge management, customer feedback, and advanced features for streamlining communication across various channels.

Module 1: Case Management introduces participants to the core aspects of Dynamics 365 Customer Service, including how to manage cases efficiently and utilize queues and record creation rules to automate processes.

Module 2: Knowledge Management focuses on creating and using knowledge articles to solve customer service cases, improving both speed and consistency in responses.

Module 3: Customer Voice dives into collecting customer feedback through surveys and integrating this data to enhance service quality.

Module 4: Omnichannel Admin Center teaches the enhancement of agent productivity and the customization of agent experiences.

Finally, Module 5: Omnichannel For Customer Service shows how to deploy various communication channels like chat, voice, SMS, and social media within Dynamics 365, ensuring a seamless customer service experience.

This course is essential for professionals seeking to elevate their customer service strategy and for organizations aiming to provide a unified customer service approach.

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Course Prerequisites

Certainly! For students interested in successfully undertaking training in the Microsoft Dynamics 365 CE (Omnichannel) course, the following are the minimum required prerequisites:


  • Basic understanding of Microsoft Dynamics 365 or general customer relationship management (CRM) concepts.
  • Familiarity with customer service operations and workflows.
  • Experience with using Windows-based applications such as Microsoft Office (Outlook, Word, Excel).
  • Basic knowledge of common data service and the principles of cloud computing.
  • An understanding of how to navigate and perform basic operations in Dynamics 365 applications is advantageous but not mandatory.

Please note that while prior experience in these areas will be beneficial, our training is designed to guide learners through the various modules starting from foundational concepts to more advanced functionalities.


Target Audience for Microsoft Dynamics 365 CE (Omnichannel )

  1. The Microsoft Dynamics 365 CE (Omnichannel) course is designed to enhance the skills of IT professionals in customer engagement solutions.


  2. Target Audience for the Course:


  • Customer Service Managers
  • CRM System Administrators
  • IT Support Staff
  • Customer Engagement Specialists
  • Business Analysts involved in Customer Service operations
  • Dynamics 365 Consultants with a focus on Customer Service
  • Sales and Marketing Professionals looking to improve customer experience
  • Technical Support Engineers
  • Customer Service Agents and Representatives
  • Project Managers overseeing Customer Service deployments
  • Solution Architects designing Customer Service systems
  • Customer Experience Managers
  • Service Desk Analysts
  • Omnichannel Strategy Designers
  • Digital Transformation Specialists
  • Customer Success Managers


Learning Objectives - What you will Learn in this Microsoft Dynamics 365 CE (Omnichannel )?

Introduction to Learning Outcomes and Concepts Covered:

This course delves into the essentials of Microsoft Dynamics 365 Customer Service, focusing on case management, knowledge articles, customer feedback, and providing omnichannel support to enhance customer experiences.

Learning Objectives and Outcomes:

  • Understand the core functionalities of Dynamics 365 Customer Service and how to effectively manage customer interactions.
  • Learn to create, manage, and resolve cases efficiently, ensuring high levels of customer satisfaction.
  • Utilize queues in Dynamics 365 Customer Service to organize and prioritize case workloads for optimal response times.
  • Automate record creation and updates within the Customer Service Hub to streamline case handling processes.
  • Build and manage a knowledge base to facilitate quick resolution of cases using knowledge articles.
  • Design, distribute, and analyze customer surveys with Dynamics 365 Customer Voice to gather actionable feedback.
  • Integrate surveys with Power Automate to enhance customer engagement and automate feedback collection.
  • Configure the Customer Service workspace to boost agent productivity with tailored experiences using the App profile manager.
  • Implement Unified Routing to intelligently distribute work items to agents based on predefined rules and criteria.
  • Deploy various communication channels such as chat, voice, SMS, and social messaging within Omnichannel for Dynamics 365 Customer Service, ensuring a seamless customer service experience across platforms.

Target Audience for Microsoft Dynamics 365 CE (Omnichannel )

  1. The Microsoft Dynamics 365 CE (Omnichannel) course is designed to enhance the skills of IT professionals in customer engagement solutions.


  2. Target Audience for the Course:


  • Customer Service Managers
  • CRM System Administrators
  • IT Support Staff
  • Customer Engagement Specialists
  • Business Analysts involved in Customer Service operations
  • Dynamics 365 Consultants with a focus on Customer Service
  • Sales and Marketing Professionals looking to improve customer experience
  • Technical Support Engineers
  • Customer Service Agents and Representatives
  • Project Managers overseeing Customer Service deployments
  • Solution Architects designing Customer Service systems
  • Customer Experience Managers
  • Service Desk Analysts
  • Omnichannel Strategy Designers
  • Digital Transformation Specialists
  • Customer Success Managers


Learning Objectives - What you will Learn in this Microsoft Dynamics 365 CE (Omnichannel )?

Introduction to Learning Outcomes and Concepts Covered:

This course delves into the essentials of Microsoft Dynamics 365 Customer Service, focusing on case management, knowledge articles, customer feedback, and providing omnichannel support to enhance customer experiences.

Learning Objectives and Outcomes:

  • Understand the core functionalities of Dynamics 365 Customer Service and how to effectively manage customer interactions.
  • Learn to create, manage, and resolve cases efficiently, ensuring high levels of customer satisfaction.
  • Utilize queues in Dynamics 365 Customer Service to organize and prioritize case workloads for optimal response times.
  • Automate record creation and updates within the Customer Service Hub to streamline case handling processes.
  • Build and manage a knowledge base to facilitate quick resolution of cases using knowledge articles.
  • Design, distribute, and analyze customer surveys with Dynamics 365 Customer Voice to gather actionable feedback.
  • Integrate surveys with Power Automate to enhance customer engagement and automate feedback collection.
  • Configure the Customer Service workspace to boost agent productivity with tailored experiences using the App profile manager.
  • Implement Unified Routing to intelligently distribute work items to agents based on predefined rules and criteria.
  • Deploy various communication channels such as chat, voice, SMS, and social messaging within Omnichannel for Dynamics 365 Customer Service, ensuring a seamless customer service experience across platforms.