Dynamics Customer Service

78 resources

Mslearn
free
Prepare to teach MB-910 Microsoft Dynamics 365 Fundamentals (CRM)
Prepare to teach MB-910 Microsoft Dynamics 365 Fundamentals (CRM)
Dynamics 365 Dynamics Customer Service
beginner
Mslearn
free
Prepare to teach MB-920: Microsoft Dynamics 365 Fundamentals (ERP)
Prepare to teach MB-920: Microsoft Dynamics 365 Fundamentals (ERP)
Dynamics 365 Dynamics Customer Service
beginner
Mslearn
free
Help service reps be more productive in Dynamics 365 Customer Service
Do you want to improve your service representative's productivity? This path discusses options to help service reps...
Dynamics 365 Dynamics Customer Service
intermediate
Mslearn
free
Work with customer engagement channels in Dynamics 365 Customer Service
Learn how customer interactions move across engagement channels into Copilot Service workspace and how to configure...
Dynamics 365 Dynamics Customer Service
intermediate
Mslearn
free
Work with knowledge management in Dynamics 365 Customer Service
Learn how to configure and govern trusted knowledge, improve search, and help representatives use relevant articles...
Dynamics 365 Dynamics Customer Service
intermediate
Mslearn
free
Connect and engage with customers with Omnichannel for Dynamics 365 Customer Service
Developing and deploying true omnichannel solutions are critical to the success of any organization that provides...
Dynamics 365 Dynamics Customer Service
intermediate
Mslearn
free
Get started with Dynamics 365 Customer Service scheduling
Do you need to schedule staff and other resources to service customers? This learning path discusses how to...
Dynamics 365 Dynamics Customer Service
intermediate
Mslearn
free
Prepare to teach MB-230 Microsoft Dynamics 365 Customer Service Functional Consultant
Learn about the Microsoft Learn for Educators program and how to best deliver its content to your students. Prepare...
Dynamics 365 Dynamics Customer Service
beginner
Mslearn
free
Use Success by Design for Dynamics 365 solutions
FastTrack for Dynamics 365 is designed to help customers and partners achieve a successful deployment of Dynamics...
Dynamics 365 Dynamics Sales Customer Insights Journeys
advanced
Mslearn
free
Prepare to teach MB-220 Microsoft Dynamics 365 Marketing Functional Consultant
Learn about the Microsoft Learn for Educators program and how to best deliver its content to your students. Prepare...
Dynamics 365 Dynamics Customer Service
beginner
Mslearn
free
Route and distribute work in Dynamics 365 Customer Service
Learn how to configure unified routing for email and records by defining intake, classification, prioritization,...
Dynamics 365 Dynamics Customer Service
intermediate
Mslearn
free
Work with Customer Service Insights
Learn how to configure and work with Customer Service Insights.
Dynamics 365 Dynamics Customer Service
intermediate
Mslearn
free
Configure AI and the service representative experience
Learn how to configure governed AI assistance, tailor representative workspaces, automate repetitive tasks, and...
Dynamics 365 Dynamics Customer Service Ms Copilot
intermediate
Mslearn
free
Extend and analyze Dynamics 365 Customer Service
Learn how to extend Dynamics 365 Customer Service, analyze service performance, and capture customer feedback to...
Dynamics 365 Dynamics Customer Service Customer Voice
intermediate
Mslearn
free
Work with entitlements and service level agreements in Dynamics 365 Customer Service
This learning path focuses on working with entitlements and service level agreements in Microsoft Dynamics 365...
Dynamics 365 Dynamics Customer Service
beginner
Mslearn
free
Use Connected Customer Service with Dynamics 365
Use the Connected Customer Service Add-in for Dynamics 365 to integrate IoT devices with Dynamics 365 Customer...
Dynamics 365 Dynamics Customer Service
intermediate
Mslearn
free
Manage cases, workloads, and service commitments in Dynamics 365 Customer Service
Learn how to manage cases and workloads, apply service-level agreements, and define customer support entitlements in...
Dynamics 365 Dynamics Customer Service
beginner
Mslearn
free
Prepare to teach MB-210 Microsoft Dynamics 365 Sales Functional Consultant
Learn about the Microsoft Learn for Educators program and how to best deliver its content to your students. Prepare...
Dynamics 365 Dynamics Customer Service
beginner
Mslearn
free
Implement goal management in Dynamics 365 Sales and Customer Service
Learn how to create goals for Microsoft Dynamics 365 Sales and Customer Service.
Dynamics 365 Dynamics Sales Dynamics Customer Service
beginner
Mslearn
free
Introduction to Microsoft Learn for Educators program
The Microsoft Learn for Educators program provides eligible educators and faculty members at colleges, universities,...
Defender For Cloud Dynamics 365 Dynamics Customer Service
beginner
Mslearn
free
Get tips and tricks for teaching MB-920: Microsoft Dynamics 365 Fundamentals (ERP)
Learn tips and tricks about preparing for your first teaching session, which labs to use, when and how to introduce...
Dynamics 365 Dynamics Customer Service
beginner
Mslearn
free
Microsoft Learn for Educators course planning
As you begin to prepare for your course delivery, begin by determining the curriculum integration approach. Once you...
Defender For Cloud Dynamics 365 Dynamics Customer Service
beginner
Mslearn
free
Get tips and tricks for teaching MB-910: Microsoft Dynamics 365 Fundamentals (CRM)
Learn tips and tricks about preparing for your first teaching session, which labs to use, when and how to introduce...
Dynamics 365 Dynamics Customer Service
beginner
Mslearn
free
Microsoft Learn for Educators Course Preparation
Your students want skills that make them employable. Using the resources available from Microsoft will help you feel...
Defender For Cloud Dynamics 365 Dynamics Customer Service
beginner
Mslearn
free
Onboard to Microsoft Learn for Educators program
Joining MSLE, getting certified in the content you'll be teaching, integrating Microsoft Official Course materials,...
Defender For Cloud Dynamics 365 Dynamics Customer Service
beginner
Mslearn
free
Set up Apple Message for Business and Google Business Messages as channels in Dynamics 365 Customer Service
Learn how to set up Apple Message for Business and Google Business Messages as channels in Dynamics 365 Customer Service.
Dynamics 365 Dynamics Customer Service
intermediate
Mslearn
free
Design data models for Dynamics 365 solutions
A data model workshop is part of Success by Design. This module will provide a basic description of data modeling...
Dynamics 365 Dynamics Sales Customer Insights Journeys
advanced
Mslearn
free
Get started with Connected Customer Service for Dynamics 365 and Azure IoT
The Connected Customer Service Add-in for Microsoft Dynamics 365 integrates Internet of Things (IoT) devices with...
Dynamics 365 Dynamics Customer Service
intermediate
Mslearn
free
Explore case management in Dynamics 365 Contact Center
Discover Dynamics 365 Contact Center's case management, advanced routing, and AI-driven analytics.
Dynamics 365 Dynamics Contact Center Dynamics Customer Engagement
beginner
Mslearn
free
Use knowledge articles to resolve Dynamics 365 Customer Service cases
Help representatives resolve cases with confidence by finding, evaluating, applying, sharing, and improving trusted...
Dynamics 365 Dynamics Customer Service
intermediate
Mslearn
free
Set up Customer Service scheduling
Microsoft Dynamics 365 Customer Service includes capabilities to help you effectively schedule staff and other...
Dynamics 365 Dynamics Customer Service
intermediate
Mslearn
free
Configure AI for case management in Dynamics 365 Customer Service
Learn how to help representatives understand case context, handle incoming email, prepare customer communications,...
Dynamics 365 Dynamics Customer Service Ms Copilot
intermediate
Mslearn
free
Describe the foundations of Dynamics 365 customer engagement apps
Learn the essentials of Dynamics 365's customer engagement apps. Navigate features, integrate solutions, and boost...
Dynamics 365 Dynamics Customer Engagement Dynamics Contact Center
beginner
Mslearn
free
Introduction to email processing with Dynamics 365 Customer Engagement apps
Configure Dynamics 365 Customer Engagement apps to work with your email and manage your mailboxes.
Dynamics 365 Power Platform Dynamics Customer Service
beginner
Mslearn
free
Managing cases with Dynamics 365 Customer Service Hub
Create cases, manage the case resolution process, work with case hierarchies, and merge similar cases.
Dynamics 365 Dynamics Customer Service
intermediate
Mslearn
free
Support customers across engagement channels in Dynamics 365 Customer Service
Learn how to connect customer interactions across channels, preserve customer and case context, route work to...
Dynamics 365 Dynamics Customer Service
intermediate
Mslearn
free
Work with requirements for Microsoft Power Platform and Dynamics 365
Discover how to accurately capture customer needs, lead requirement sessions, and identify functional and...
Dynamics 365 Dynamics Finance Dynamics Business Central
advanced
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free
Analyze Dynamics 365 Customer Service with reports and dashboards
Learn how to turn Customer Service data into actionable operational insight with views, charts, dashboards,...
Dynamics 365 Dynamics Customer Service
intermediate
Mslearn
free
Enhance representative productivity with Customer Service workspace
Customer Service workspace equips representatives with core customer service capabilities.
Dynamics 365 Dynamics Customer Service
intermediate
Mslearn
free
Work with service-level agreements in Dynamics 365 Customer Service
Learn how to turn customer support commitments into measurable service targets, track KPI status, and trigger timely...
Dynamics 365 Dynamics Customer Service
intermediate
Mslearn
free
Implement multi-session experiences in Dynamics 365 Customer Service
Create targeted app experiences for representatives and supervisors with the Dynamics 365 Customer Service admin...
Dynamics 365 Dynamics Customer Service
intermediate
Mslearn
free
Manage case workloads with Dynamics 365 Customer Service queues
Learn how Dynamics 365 Customer Service queues organize case demand, focus representative work, and establish the...
Dynamics 365 Dynamics Customer Service
intermediate
Mslearn
free
Capture customer feedback with Dynamics 365 Customer Voice
Learn how to capture case-resolution feedback, automate survey distribution, and turn Customer Voice responses and...
Dynamics 365 Dynamics Customer Service Customer Voice
intermediate
Mslearn
free
Create smart assist solutions in Contact Center for Dynamics 365 Customer Service
Do you want to build custom bots and plug them into environments to provide relevant recommendations to agents? This...
Dynamics 365 Dynamics Customer Service
intermediate
Mslearn
free
Utilize onsite service capabilities in Dynamics 365 Field Service
Learn onsite service capabilities with Dynamics 365 Field Service to efficiently deliver mobile workforce solutions...
Dynamics 365 Dynamics Field Service Dynamics Customer Service
beginner
Mslearn
free
Deploy social messaging channels in Omnichannel for Dynamics 365 Customer Service
Learn how to deploy social messaging channels in Omnichannel for Dynamics 365 Customer Service.
Dynamics 365 Dynamics Customer Service
intermediate
Mslearn
free
Challenge Project - Dynamics 365 Customer Service
Configure Dynamics 365 Customer Service to support a scenario for a fictional company. You will be provided...
Dynamics Customer Service
intermediate
Mslearn
free
Deploy a Voice channel in Dynamics 365 Customer Service
The Voice channel in Microsoft Dynamics 365 Customer Service includes many different features and functionalities...
Dynamics 365 Dynamics Customer Service
intermediate
Mslearn
free
Create and manage entitlements in Microsoft Dynamics 365 Customer Service
Learn how to translate customer support agreements into entitlements that verify eligibility, control support...
Dynamics 365 Dynamics Customer Service
intermediate
Mslearn
free
Manage cases with Copilot Service workspace
Learn how Copilot Service workspace, Copilot, and Case Management Agent reduce manual case work, preserve customer...
Dynamics Customer Service Dynamics 365
beginner
Mslearn
free
Entity record routing with Omnichannel for Dynamics 365 Customer Service
Learn about rule sets and route triggering in the Dynamics 365 Customer Service solution for effective case management.
Dynamics 365 Dynamics Customer Service
intermediate
Mslearn
free
Get started with Customer Service Insights
Learn how Customer Service Insights can impact your organization.
Dynamics 365 Dynamics Customer Service
intermediate
Mslearn
free
Collaborate with Microsoft Teams in Dynamics 365 Customer Service
Learn how to use Microsoft Teams and AI-assisted contact suggestions in Dynamics 365 Customer Service to find...
Dynamics Customer Service
intermediate
Mslearn
free
Search and filter knowledge articles by using Dynamics 365 Customer Service
Connect representatives with relevant, trusted knowledge by configuring search experiences, governed content...
Dynamics 365 Dynamics Customer Service
intermediate
Mslearn
free
Get tips and tricks for teaching MB-210 Microsoft Dynamics 365 Sales Functional Consultant
Learn tips and tricks about preparing for your first teaching session, which labs to use, when and how to introduce...
Dynamics 365 Dynamics Customer Service
beginner
Mslearn
free
Get tips and tricks for teaching MB-230 Microsoft Dynamics 365 Customer Service Functional Consultant
In this module, you'll learn tips and tricks from Microsoft technical trainers about preparing for your first...
Dynamics 365 Dynamics Customer Service
beginner
Mslearn
free
Create custom apps for Dynamics 365 Customer Service
Learn how to build supportable Customer Service extensions that adapt case management, automate work, and deliver...
Dynamics 365 Dynamics Customer Service
intermediate
Mslearn
free
Configure scripts, macros, and productivity tools in Dynamics 365 Customer Service
Learn how scripts, macros, and contextual automation reduce repetitive work, reinforce approved service processes,...
Dynamics 365 Dynamics Customer Service
intermediate
Mslearn
free
Handle conversations in Copilot Service workspace
Learn how service representatives receive and manage conversations, preserve customer and case context, collaborate,...
Dynamics 365 Dynamics Customer Service
intermediate
Mslearn
free
Configure knowledge management in Dynamics 365 Customer Service and Contact Center
Learn to configure knowledge management in Dynamics 365 Customer Service and Contact Center. Set up knowledge tables...
Dynamics 365 Dynamics Customer Service Dynamics Contact Center
intermediate
Mslearn
free
Review the security model for your Dynamics 365 solutions
Engage with customers to assess the effectiveness of their security strategy and provide guidance for improvement.
Dynamics 365 Dynamics Sales Customer Insights Journeys
advanced
Mslearn
free
Transform service delivery with AI in Dynamics 365
See how AI transforms each stage of the customer service journey.
Dynamics 365 Dynamics Customer Service
beginner
Mslearn
free
Create a data migration strategy for Dynamics 365 solutions
The overall goal of the Success by Design framework is to ensure a successful customer outcome for each...
Dynamics 365 Dynamics Sales Customer Insights Journeys
advanced
Mslearn
free
Enhance service representative productivity and personalization in Customer Service Hub
Learn how to configure historical information and communication tools to help your service representatives be more...
Dynamics 365 Dynamics Customer Service
intermediate
Mslearn
free
Configure experience profiles in Dynamics 365 Customer Service
Learn how to give each service role a focused workspace with the case context and productivity tools representatives...
Dynamics 365 Dynamics Customer Service
intermediate
Mslearn
free
Use skill-based routing in Dynamics 365 Customer Service
Connect work with qualified representatives by configuring skills, proficiency, matching algorithms, classification,...
Dynamics 365 Dynamics Customer Service
intermediate
Mslearn
free
Configure work classification and assignment in Dynamics 365 Customer Service
Turn incoming records into routing decisions with classification, queue selection, prioritization, assignment...
Dynamics Customer Service Dynamics 365
intermediate
Mslearn
free
Configure reliable email intake in Dynamics 365 Customer Service
Learn how to build a dependable email intake channel that captures eligible requests, prevents duplicate cases,...
Dynamics 365 Dynamics Customer Service
intermediate
Mslearn
free
Register and manage devices with Connected Customer Service for Dynamics 365 and Azure IoT
Connected Customer Service integrates IoT devices with Microsoft Dynamics 365 Customer Service to help organizations...
Dynamics 365 Dynamics Customer Service
intermediate
Mslearn
free
Explore self-service capabilities in Dynamics 365
Master self-service capabilities: Dynamics 365 Customer Service & Contact Center. Learn knowledge creation,...
Dynamics 365 Dynamics Customer Service Dynamics Contact Center
beginner
Mslearn
free
Enhance service representative productivity and personalization in Omnichannel for Customer Service
Omnichannel for Customer Service helps organizations offer support across multiple channels and engage multiple...
Dynamics 365 Dynamics Customer Service
intermediate
Mslearn
free
Integrate an agent for Contact Center and Dynamics 365 Customer Service
Learn how to integrate an agent for Contact Center and Dynamics 365 Customer Service.
Dynamics 365 Dynamics Customer Service Ms Copilot
intermediate
Mslearn
free
Integrate other Microsoft products with Dynamics 365 Customer Engagement apps
Work with templates and integrate other products to expand the capability of Dynamics 365 Customer Engagement apps.
Dynamics 365 Power Platform Dynamics Customer Service
beginner
Mslearn
free
Schedule services with Customer Service scheduling
Learn how to define and schedule services with Microsoft Dynamics 365 Customer Service to provide service to...
Dynamics 365 Dynamics Customer Service
intermediate
Mslearn
free
Create or update records automatically in Customer Service Hub
Learn how to create records by using the automatic creation and update rules functionality. Additionally, you learn...
Dynamics 365 Dynamics Customer Service
intermediate
Mslearn
free
Deploy chat widgets with Omnichannel for Dynamics 365 Customer Service
Learn how to deploy chat widgets with Omnichannel for Dynamics 365 Customer Service.
Dynamics 365 Dynamics Customer Service
intermediate
Mslearn
free
Deploy an SMS channel in Omnichannel for Dynamics 365 Customer Service
Learn how to use Short Message Service (SMS) messages to initiate support requests with support organizations.
Dynamics 365 Dynamics Customer Service
intermediate
Mslearn
free
Set up unified routing in Dynamics 365 Customer Service
Build the foundation for reliable record routing by configuring representatives, presence, capacity, queues,...
Dynamics 365 Dynamics Customer Service
intermediate