What you’ll learn
After completing this course, students will be able to:
Microsoft Dynamics 365 at Lumify Work
Lumify Work has been delivering effective training across all Microsoft products for over 30 years. We are proud to be both Australia's and New Zealand’s first Microsoft Gold Learning Solutions Partner and the winner of the Microsoft MCT Superstars Award for FY24, which formally recognises us as having the highest quality Microsoft Certified Trainers (MCTs) in ANZ. All Lumify Work Microsoft Dynamics 365 courses follow Microsoft Official Curriculum (MOC) and are led by MCTs.
Who is the course for?
A Dynamics 365 Customer Engagement Functional Consultant is responsible for performing discovery, capturing requirements, engaging subject matter experts and stakeholders, translating requirements, and configuring the solution and applications. The Functional Consultant implements a solution using out of the box capabilities, codeless extensibility, application and service integrations.
Course subjects
Manage cases, workloads, and service commitments in Dynamics 365 Customer Service
Transform service delivery with AI in Dynamics 365
Manage cases with Copilot Service workspace
Manage case workloads with Dynamics 365 Customer Service queues
Work with service-level agreements in Dynamics 365 Customer Service
Create and manage entitlements in Microsoft Dynamics 365 Customer Service
Work with knowledge management in Dynamics 365 Customer Service
Configure knowledge management in Dynamics 365 Customer Service and Contact Center
Search and filter knowledge articles by using Dynamics 365 Customer Service
Use knowledge articles to resolve Dynamics 365 Customer Service cases
Route and distribute work in Dynamics 365 Customer Service
Set up unified routing in Dynamics 365 Customer Service
Configure work classification and assignment in Dynamics 365 Customer Service
Use skill-based routing in Dynamics 365 Customer Service
Configure AI and the service representative experience
Configure AI for case management in Dynamics 365 Customer Service
Configure experience profiles in Dynamics 365 Customer Service
Configure scripts, macros, and productivity tools in Dynamics 365 Customer Service
Collaborate with Microsoft Teams in Dynamics 365 Customer Service
Work with customer engagement channels in Dynamics 365 Customer Service
Support customers across engagement channels in Dynamics 365 Customer Service
Handle conversations in Copilot Service workspace
Configure reliable email intake in Dynamics 365 Customer Service
Extend and analyse Dynamics 365 Customer Service
Create custom apps for Dynamics 365 Customer Service
Analyse Dynamics 365 Customer Service with reports and dashboards
Capture customer feedback with Dynamics 365 Customer Voice
Prerequisites
Basic understanding of customer service processes
Familiarity with accounts, contacts, cases, and queues in Dynamics 365
Access to a Dynamics 365 Customer Service trial or licensed environment
Terms & Conditions
The supply of this course by Lumify Work is governed by the booking terms and conditions. Please read the terms and conditions carefully before enrolling in this course, as enrolment in the course is conditional on acceptance of these terms and conditions.
