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AB-6004-A: Introduction to service in Dynamics 365
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Introduction
Audiobook: Introduction
Lesson 1: Introduction to service in Dynamics 365
Lesson 1: Introduction to service in Dynamics 365
Audiobook Lesson 1: Introduction to service in Dynamics 365
Podcast Lesson 1: Introduction to service in Dynamics 365
1.1.1 Introduction
1.1.2 Describe customer engagement apps in Dynamics 365 (Part 1)
1.1.2 Describe customer engagement apps in Dynamics 365 (Part 2)
1.1.3 Describe the cross-solution capabilities of customer engagement apps
1.1.4 Navigate to and within customer engagement apps (Part 1)
1.1.4 Navigate to and within customer engagement apps (Part 2)
1.1.4 Navigate to and within customer engagement apps (Part 3)
1.1.5 Describe the Timeline feature in customer engagement apps
1.1.6 Explore prompting in Dynamics 365 apps with Copilot Chat (Part 1)
1.1.6 Explore prompting in Dynamics 365 apps with Copilot Chat (Part 2)
1.1.7 Describe security in customer engagement apps
1.1.8 Summary
Activity: Short Answer
Activity: Graded Assessment- 5 Questions
1.2.1 Introduction
1.2.2 Describe self-service in Dynamics 365 Contact Center
1.2.3 Describe knowledge management in Dynamics 365 Customer Service
1.2.4 Describe the Knowledge Management Agent
1.2.5 Summary
Activity: Fill in the blanks
Activity: Graded Assessment- 5 Questions
1.3.1 Introduction
1.3.2 Describe the capabilities of Dynamics 365 Contact Center (Part 1)
1.3.2 Describe the capabilities of Dynamics 365 Contact Center (Part 2)
1.3.3 Describe the case lifecycle (Part 1)
1.3.3 Describe the case lifecycle (Part 2)
1.3.4 Describe channels in Dynamics 365 Contact Center
1.3.5 Describe routing capabilities in Dynamics 365 (Part 1)
1.3.5 Describe routing capabilities in Dynamics 365 (Part 2)
1.3.6 Describe case reporting and analytics in Dynamics 365 Contact Center
1.3.7 Describe the supervisor experience in Dynamics 365 Contact Center
1.3.8 Describe Agent Hub (Part 1)
1.3.8 Describe Agent Hub (Part 2)
1.3.9 Summary
Activity: Drag-and-Drop
Activity: Graded Assessment- 5 Questions
1.4.1 Introduction
1.4.2 Describe Workforce Management (WFM) in Dynamics 365 Contact Center
1.4.3 Describe forecasting and capacity planning
1.4.4 Describe scheduling and shift planning
1.4.5 Explore Microsoft 365 Copilot for Service
1.4.6 Summary
Activity: Tab
Activity: Graded Assessment- 5 Questions
1.5.1 Introduction
1.5.2 Describe use cases for Dynamics 365 Field Service
1.5.3 Describe the work order lifecycle (Part 1)
1.5.3 Describe the work order lifecycle (Part 2)
1.5.4 Describe the Dynamics 365 Field Service mobile app
1.5.5 Describe resource and scheduling processes
1.5.6 Describe the Scheduling Operations Agent
1.5.7 Summary
Activity: Sequence
Activity: Graded Assessment- 5 Questions
1.6.1 Introduction
1.6.2 Describe the options for tailoring customer engagement apps to meet business needs
1.6.3 Enhance customer engagement apps with Microsoft Power Platform Integration
1.6.4 Describe reporting capabilities including charts, dashboards, and views
1.6.5 Describe Microsoft 365 integrations (Part 1)
1.6.5 Describe Microsoft 365 integrations (Part 2)
1.6.6 Describe the capabilities of Copilot in customer engagement apps (Part 1)
1.6.6 Describe the capabilities of Copilot in customer engagement apps (Part 2)
1.6.7 Summary
Activity: Tab Type 2
Activity: Graded Assessment- 5 Questions
Resources
AB-6004-A: Introduction to service in Dynamics 365 - Blueprint
AB-6004-A: Introduction to service in Dynamics 365 - Detailed Curriculum
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AB-6004-A: Introduction to service in Dynamics 365
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