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.