AB-6004: Introduction to service in Dynamics 365
Description
This course will teach you how to enhance and automate business processes using Dynamics 365 customer engagement apps, while incorporating native interconnectivity with Microsoft 365. You will also learn to support customers efficiently through AI-driven Dynamics 365 Customer Service, improve customer experience with AI-first omnichannel communication in Dynamics 365 Contact Center, and boost first-time resolution rates for on-site workers using AI-driven Dynamics 365 Field Service.
Curriculum plan
Introduction to service in Dynamics 365
Describe the foundations of Dynamics 365 customer engagement apps
Explore self-service capabilities in Dynamics 365
Explore case management in Dynamics 365 Contact Center
Describe workforce management in Dynamics 365 Contact Center
Utilize onsite service capabilities in Dynamics 365 Field Service
Describe shared capabilities in Dynamics 365 customer engagement apps
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In-Person
Online
Intra-entreprise
Upon request
