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
Work with cases in Dynamics 365 Customer Service
Get started with Dynamics 365 Customer Service
Managing cases with Dynamics 365 Customer Service Hub
Managing cases with Dynamics 365 Customer Service workspace
Use Microsoft Dynamics 365 Customer Service queues to manage case workloads
Service representative collaboration in Dynamics 365 Customer Service
Configure Copilot in Dynamics 365 Customer Service
Create or update records automatically in Customer Service Hub
Work with entitlements and service level agreements in Dynamics 365 Customer Service
Work with Knowledge Management Solutions in Dynamics 365 Customer Service
Create knowledge management solutions in Dynamics 365 Customer Service
Search and filter knowledge articles by using Dynamics 365 Customer Service
Use knowledge articles to resolve Dynamics 365 Customer Service cases
Help service reps be more productive in Dynamics 365 Customer Service
Create custom experiences for service representatives with agent experience profiles in Customer Service
Enhance representative productivity with Customer Service workspace
Manage cases with Dynamics 365 Customer Service workspace
Enhance service representative productivity and personalisation in Omnichannel for Customer Service
Enhance service representative productivity and personalisation in Customer Service Hub
Get started with Dynamics 365 Productivity Tools
Create smart assist solutions in Contact Center for Dynamics 365 Customer Service
Route and distribute work in Dynamics 365 Customer Service
Get started with unified routing for Dynamics 365 Customer Service
Route and distribute work with unified routing in Dynamics 365 Customer Service
Use skill-based routing in Dynamics 365 Customer Service
Entity record routing with Omnichannel for Dynamics 365 Customer Service
Connect and engage with customers with Omnichannel for Dynamics 365 Customer Service
Get started with Omnichannel for Customer Service
Deploy chat widgets with Omnichannel for Dynamics 365 Customer Service
Deploy a Voice channel in Dynamics 365 Customer Service
Deploy an SMS channel in Omnichannel for Dynamics 365 Customer Service
Deploy social messaging channels in Omnichannel for Dynamics 365 Customer Service
Set up Apple Message for Business and Google Business Messages as channels in Dynamics 365 Customer Service
Integrate a Microsoft Copilot Studio copilot with Omnichannel for Customer Service
Create surveys with Dynamics 365 Customer Voice
Create a survey project with Dynamics 365 Customer Voice
Create customer surveys with Dynamics 365 Customer Voice
Send Dynamics 365 Customer Voice surveys
Automate Dynamics 365 Customer Voice surveys with Power Automate
Embed surveys in your website with Dynamics 365 Customer Voice
Create customer Power BI reports in Dynamics 365 Customer Voice
Get started with Dynamics 365 Customer Service scheduling
Work with Customer Service Insights
Prerequisites
This course is designed for functional consultants working with Dynamics 365 Customer Service, or functional consultants who work with other Dynamics 365 apps who want to expand their knowledge of Customer Service.
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.
