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Course Details
Course Details
What You'll Learn
Topic 1 Work with cases in Dynamics 365 Customer Service
- Get started with Dynamics 365 Customer Service
- Managing cases with Dynamics 365 Customer Service Hub
- Manage 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
Topic 2 Work with entitlements and service level agreements in Dynamics 365 Customer Service
- Work with service-level agreements in Dynamics 365 Customer Service
- Create and manage entitlements in Microsoft Dynamics 365 Customer Service
Topic 3 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
Topic 4 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 personalization in Omnichannel for Customer Service
- Enhance service representative productivity and personalization in Customer Service Hub
- Get started with Dynamics 365 Productivity Tools
- Create smart assist solutions in Contact Center for Dynamics 365 Customer Service
Topic 5 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
Topic 6 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
Topic 7 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
Topic 8 Get started with Dynamics 365 Customer Service scheduling
- Set up Customer Service scheduling
- Schedule services with Customer Service scheduling
Topic 9 Work with Customer Service Insights
- Get started with Customer Service Insights
- Create visualizations for Dynamics 365 Customer Service
Topic 10 Use Connected Customer Service with Dynamics 365
- Get started with Connected Customer Service for Dynamics 365 and Azure IoT
- Register and manage devices with Connected Customer Service for Dynamics 365 and Azure IoT
Course Info
Promotion Code
Your will get 10% discount voucher for 2nd course onwards if you write us a Google review.
Minimum Entry Requirement
Knowledge and Skills
- Able to operate using computer functions
- Minimum 3 GCE ‘O’ Levels Passes including English or WPL Level 5 (Average of Reading, Listening, Speaking & Writing Scores)
Attitude
- Positive Learning Attitude
- Enthusiastic Learner
Experience
- Minimum of 1 year of working experience.
Target Age Group: 18-65 years old
Minimum Software/Hardware Requirement
Software:
free Microsoft Azure account (https://azure.microsoft.com/en-us/) hereHardware: Window or Mac Laptops
Job Roles
Job Roles
- Dynamics 365 Customer Service Consultant
- CRM Functional Consultant
- Dynamics 365 Support Specialist
- Customer Engagement Specialist
- Omnichannel Solution Consultant
- Dynamics 365 System Administrator
- Customer Service Implementation Lead
- Dynamics 365 Functional Analyst
- CRM Business Analyst
- Power Platform Functional Consultant
- Customer Service Automation Specialist
- Dynamics 365 Copilot Configuration Specialist
- Microsoft Customer Voice Administrator
- SLA and Entitlements Analyst
- Omnichannel Support Engineer
- CRM Training & Adoption Specialist
- CRM Integration Specialist
- Customer Experience Strategist
- Microsoft Dynamics 365 Consultant
- Azure IoT and Connected Service Specialist
Trainers
Trainers
is an accomplished IT and data specialist with over 20 years of experience in academia, ICT leadership, and professional training, with a strong focus on data analytics and Excel-based solutions. He has developed and delivered specialized training programs on Statistical Data Analysis with Excel and Visual Basic for Applications (VBA) for Excel, equipping learners with advanced data manipulation, automation, and reporting skills. His expertise extends to automating institutional reporting systems, where he successfully streamlined academic records management through Excel-based tools, integrating macros and automation to improve efficiency and accuracy. As a trainer and consultant, Dr. Siraj has taught Excel to diverse audiences, including university staff, administrative teams, and professionals in banking, security, and education, ensuring they can apply Excel for decision-making, statistical modeling, and process automation. His practical mastery of Excel is complemented by his deep knowledge of office automation and ICT project management, making him a highly sought-after trainer in data analysis and productivity tools. With his blend of hands-on technical expertise and instructional experience, Dr. Siraj stands out as a credible authority in leveraging Excel to drive organizational efficiency and data-driven strategies
Review
Customer Reviews (10)
- Worth every cent Review by Course Participant/Trainee
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The trainer was knowledgeable and explained the concepts clearly with real-world examples. (Posted on 6/21/2026)1. Do you find the course meet your expectation? 2. Do you find the trainer knowledgeable in this subject? 3. How do you find the training environment - Hands-on and practical Review by Course Participant/Trainee
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The trainer was knowledgeable and explained the concepts clearly with real-world examples. (Posted on 6/5/2026)1. Do you find the course meet your expectation? 2. Do you find the trainer knowledgeable in this subject? 3. How do you find the training environment - Practical and relevant Review by Course Participant/Trainee
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The course materials were detailed and easy to reference afterwards. Great value for money. (Posted on 3/15/2026)1. Do you find the course meet your expectation? 2. Do you find the trainer knowledgeable in this subject? 3. How do you find the training environment - Superb training Review by Course Participant/Trainee
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Really enjoyed the training. The examples were relevant and the pace was just right. (Posted on 9/21/2025)1. Do you find the course meet your expectation? 2. Do you find the trainer knowledgeable in this subject? 3. How do you find the training environment - Superb training Review by Course Participant/Trainee
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I found the course extremely useful and relevant to my job. Highly recommend it to others. (Posted on 9/3/2025)1. Do you find the course meet your expectation? 2. Do you find the trainer knowledgeable in this subject? 3. How do you find the training environment
Write Your Own Review
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