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Overview

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.
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What You'll Learn

  • How to enhance and automate business processes using Dynamics 365 customer engagement apps
  • How to support customers using AI-driven Dynamics 365 Customer Service capabilities
  • How to improve customer experience through AI-first omnichannel communication in Dynamics 365 Contact Center
  • How to increase first-time resolution rates for on-site workers using Dynamics 365 Field Service
  • How to use native integration with Microsoft 365 to streamline workflows and collaboration

Who Should Attend

This course is tailored for professionals who aim to enhance and automate business processes using Dynamics 365 customer engagement apps, while leveraging native interconnectivity with Microsoft 365. It is ideal for those looking 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.
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Prerequisites

  • There are no formal prerequisites for this course.
  • Suitable for learners new to Dynamics 365 service applications and customer engagement solutions.

Learning Journey

Coming Soon...

Module 1: Describe the foundations of Dynamics 365 customer engagement apps

Explore Dynamics 365 customer engagement apps to understand their features, integration capabilities, and tools for better customer interaction.

Module 2: Explore self-service capabilities in Dynamics 365

Learn how to use self-service tools in Dynamics 365 to create seamless, efficient customer support experiences through knowledge articles and virtual agents.

Module 3: Explore case management in Dynamics 365 Contact Center

Dive into Dynamics 365 Contact Center to learn about case management, automation, routing options, analytics tools, omnichannel engagement, and Agent Hub.

Module 4: Describe workforce management in Dynamics 365 Contact Center

Discover the key capabilities of Workforce Management, including forecasting, scheduling, and AI-powered tools in Dynamics 365 Contact Center.

Module 5: Utilize onsite service capabilities in Dynamics 365 Field Service

Use Dynamics 365 Field Service to manage field service operations, optimize workflows, and increase customer satisfaction.

Module 6: Describe shared capabilities in Dynamics 365 customer engagement apps

Examine integration, AI-driven tools, and customization features for tailoring Dynamics 365 customer engagement apps to business requirements.

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Frequently Asked Questions (FAQs)

  • Why get Microsoft certified?

    Microsoft certifications validate your skills and expertise in Microsoft technologies and solutions, demonstrating your ability to design, implement, and manage cutting-edge technologies.

    These certifications are globally recognized and highly sought after by employers, as they signify your proficiency in using Microsoft products and services to drive innovation and solve business challenges.

    Microsoft-certified professionals are in high demand, opening doors to new career opportunities and higher earning potential.

  • What to expect for the examination?

    Microsoft certification exams are designed to assess your knowledge and skills in specific Microsoft technologies and solutions.

    Exams typically consist of multiple-choice, multiple-select, and case study questions, and some may include lab simulations to evaluate your practical skills.

    Note: Certification requirements and policies may be updated by Microsoft from time to time. We apologize for any discrepancies; do get in touch with us if you have any questions.

  • How long is Microsoft certification valid for?

    Most Microsoft role-based and specialty certifications are valid for one year from the date of passing the exam.

    To maintain your certification, you will need to renew it annually by passing a free online assessment on Microsoft Learn.

    However, Microsoft Applied Skills credentials and Fundamentals certifications do not expire.

    Note: Certification requirements and policies may be updated by Microsoft from time to time. We apologize for any discrepancies; do get in touch with us if you have any questions.

  • Why take this course with Trainocate?

    Here’s what sets us apart:

    - Global Reach, Localized Accessibility: Benefit from our geographically diverse training hubs in 24 countries (and counting!).

    - Top-Rated Instructors: Our team of subject matter experts (with high average CSAT and MTM scores) are passionate to help you accelerate your digital transformation.

    - Customized Training Solutions: Choose from on-site, virtual classrooms, or self-paced learning to fit your organization and individual needs.

    - Experiential Learning: Dive into interactive training with our curated lesson plans. Participate in hands-on labs, solve real-world challenges, and take on comprehensive assessments.

    - Learn From The Best: With 30+ authorized training partnerships and countless awards from Microsoft, AWS, Google – you're guaranteed learning from the industry's elite.

    - Your Bridge To Success: We provide up-to-date course materials, helpful exam guides, and dedicated support to validate your expertise and elevate your career.

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Course Curriculum

Course Curriculum

Training Schedule

Training Schedule

Exam & Certification

Exam & Certification

FAQs

Frequently Asked Questions

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