Connect and engage with customers with Omnichannel for Dynamics 365 Customer Service
- Offered byMicrosoft
Connect and engage with customers with Omnichannel for Dynamics 365 Customer Service at Microsoft Overview
Duration | 6 hours |
Total fee | Free |
Mode of learning | Online |
Schedule type | Self paced |
Difficulty level | Intermediate |
Official Website | Explore Free Course  |
Credential | Certificate |
Connect and engage with customers with Omnichannel for Dynamics 365 Customer Service at Microsoft Course details
- Getting 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
- Integrate a Power Virtual Agents bot with Omnichannel for 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
- This learning path helps prepare you for Exam MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant
- This course covers the process of deploying chat widgets with Omnichannel for Dynamics 365 Customer Service
- Learn how to use Short Message Service (SMS) messages to initiate support requests with support organizations
Connect and engage with customers with Omnichannel for Dynamics 365 Customer Service at Microsoft Curriculum
Getting started with Omnichannel for Customer Service
Introduction to Omnichannel for Customer Service
Use the agent interface
Manage sessions and work with applications
Work with conversations
Work with customer information
Helping an agent's productivity
Helping an agent's productivity
Check your knowledge
Summary
Deploy chat widgets with Omnichannel for Dynamics 365 Customer Service
Introduction to chat channels
Create a chat channel
Allow chat transcripts and file downloads
Work with pre-chat and post-chat surveys
Embed a chat widget in a portal
Use proactive chat
Check your knowledge
Summary
Deploy a Voice channel in Dynamics 365 Customer Service
Introduction
Set up and provision the Voice channel
Define voice queues
Set up a voice workstream
Call routing
Make and receive calls
Historical analytics, reports, and call insights
Check your knowledge
Summary
Deploy an SMS channel in Omnichannel for Dynamics 365 Customer Service
Introduction
Configure phone numbers and messaging accounts
Configure SMS workstream
Configure SMS workstream options
Route SMS conversations
Configure Additional Settings
Check your knowledge
Summary
Deploy social messaging channels in Omnichannel for Dynamics 365 Customer Service
Introduction
Configure a Facebook channel
Configure a LINE channel
Configure a Twitter direct message channel
Configure a WhatsApp channel through Twilio
Configure a WeChat channel
Configure additional options
Check your knowledge
Summary
Integrate a Power Virtual Agents bot with Omnichannel for Customer Service
Introduction
Create an Azure Active Directory application
Configure the Power Virtual Agents bot
Configure Omnichannel for Customer Service
Check your knowledge
Summary
Connect and engage with customers with Omnichannel for Dynamics 365 Customer Service at Microsoft Entry Requirements
- A basic understanding of Dynamics 365 Customer Service.
- Not mentioned
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