Connect and engage with customers with Omnichannel for Dynamics 365 Customer Service

Intermediate
Administrator
Functional Consultant
Business User
Dynamics 365
Customer Service

Developing and deploying true omnichannel solutions are critical to the success of any organization that provides customer service to its customers. By ensuring the unified and contextual experience regardless of the channel used, organizations can increase customer satisfaction, resolve issues faster, and increase revenue. With Dynamics 365’s Omnichannel for Customer Service solution, organizations deploy a true Omnichannel solution that exists inside the Dynamics 365 organization that they use every day.

Prerequisites

  • A basic understanding of Dynamics 365 Customer Service.

Modules in this learning path

Note

Effective November 2020

  • Common Data Service has been renamed to Microsoft Dataverse. Learn more.

  • Some terminology in Microsoft Dataverse has been updated. For example,entity is now table and field is now column. Learn more.

Modules will be updated soon to reflect the latest terminology.

With Omnichannel for Dynamics 365 Customer Service, agents can service multiple customers across different channels directly from within their Dynamics 365 environment. This module introduces the features and functionality of Omnichannel.

Note

Effective November 2020

  • Common Data Service has been renamed to Microsoft Dataverse. Learn more.

  • Some terminology in Microsoft Dataverse has been updated. For example,entity is now table and field is now column. Learn more.

Modules will be updated soon to reflect the latest terminology.

The Dynamics 365 Customer Service solution allows organizations to manage and resolve issues that customers are encountering. In a traditional scenario, you would perform case management by using the core components of Customer Service. One of those core components is entity record routing, which is explained in this module.

Note

Effective November 2020

  • Common Data Service has been renamed to Microsoft Dataverse. Learn more.

  • Some terminology in Microsoft Dataverse has been updated. For example,entity is now table and field is now column. Learn more.

Modules will be updated soon to reflect the latest terminology.

Omnichannel for Customer Service contains several components to ensure that items are routed and distributed appropriately. In this module, you will learn about routing and work distribution in Omnichannel.

Note

Effective November 2020

  • Common Data Service has been renamed to Microsoft Dataverse. Learn more.

  • Some terminology in Microsoft Dataverse has been updated. For example,entity is now table and field is now column. Learn more.

Modules will be updated soon to reflect the latest terminology.

Providing SMS communication options ensures that customers can connect with your organization even in scenarios where no internet connection is available to connect through a chat channel. In this module, you will learn how to configure message channels.

Note

Effective November 2020

  • Common Data Service has been renamed to Microsoft Dataverse. Learn more.

  • Some terminology in Microsoft Dataverse has been updated. For example,entity is now table and field is now column. Learn more.

Modules will be updated soon to reflect the latest terminology.

A chat widget lets customers connect with service agents and assists in resolving their queries quickly. This module covers the process of deploying chat widgets with Omnichannel for Dynamics 365 Customer Service.

Note

Effective November 2020

  • Common Data Service has been renamed to Microsoft Dataverse. Learn more.

  • Some terminology in Microsoft Dataverse has been updated. For example,entity is now table and field is now column. Learn more.

Modules will be updated soon to reflect the latest terminology.

Do you want to build custom bots and plug them into environments to provide relevant recommendations to agents? This module teaches you how to create adaptive cards and custom bots and how to enable the Productivity pane.

Note

Effective November 2020

  • Common Data Service has been renamed to Microsoft Dataverse. Learn more.

  • Some terminology in Microsoft Dataverse has been updated. For example,entity is now table and field is now column. Learn more.

Modules will be updated soon to reflect the latest terminology.

Learn about Microsoft Dynamics 365 Customer Service call insights.

Note

Effective November 2020

  • Common Data Service has been renamed to Microsoft Dataverse. Learn more.

  • Some terminology in Microsoft Dataverse has been updated. For example,entity is now table and field is now column. Learn more.

Modules will be updated soon to reflect the latest terminology.

Learn how to integrate a Power Virtual Agents bot with Omnichannel for Microsoft Dynamics 365 Customer Service.

Note

Effective November 2020

  • Common Data Service has been renamed to Microsoft Dataverse. Learn more.

  • Some terminology in Microsoft Dataverse has been updated. For example,entity is now table and field is now column. Learn more.

Modules will be updated soon to reflect the latest terminology.

Dynamics 365 Productivity Tools helps agents perform their daily operations faster, efficiently, and in a process-compliant manner.