Manage Cases and Knowledge Management

• Create and Manage Cases:
  • • Configure cases
    • Manage case lists
    • Create and search for case records
    • Convert activities to cases
    • Perform case resolution
    • Implement parent/child cases
    • Merge cases
    • Set autonumbering for customer service entities
• Configure and Automate Cases:
  • • Implement advanced similarity rules
    • Implement record creation and update rules
    • Route cases using basic routing rulesets
    • Customize the case resolution form
    • Configure status reason transitions
    • Configure business process flows
• Implement Knowledge Management:
  • • Configure the knowledge search control
    • Configure knowledge article search filters and search providers
    • Link an article with a case
    • Use knowledge management to resolve cases
      
    • Manage the knowledge management article lifecycle
    • Manage knowledge management articles
    • Configure tables for knowledge management
      
    • Manage knowledge article templates
    • Implement knowledge search
    • Configure categories and subjects
    • Convert cases to knowledge articles
• Capture Customer Feedback by using Customer Voice:
  • • Create a survey
    • Describe survey elements, including question types
    • Apply formatting and branding to a survey
    • Trigger distribution of a survey
      
    • Describe and analyze survey results, including customer satisfaction (CSAT) and Net Promoter Score (NPS)

Manage Queues, Entitlements, and Service-Level Agreements

• Create and Manage Queues:
  • • Describe use cases for each queue type
    • Configure queues
    • Add cases and activities to queues
    • Configure tables for queues
    • Perform queue operations, including pick, release, remove, and delete operations
• Create and Manage Entitlements:
  • • Configure and apply entitlements
    • Define and create entitlements, including products, channels, contacts, allocations, and service-level agreements
    • Manage entitlement templates
    • Activate and deactivate entitlements
    • Renew or cancel an entitlement
• Create and Manage SLAs:
  • • Define and create SLAs
    • Configure SLA settings
    • Configure a holiday schedule
    • Configure a customer service schedule
    • Implement actions by using Power Automate
    • Manage cases that are associated with SLAs
    • Manually apply an SLA
    • Create and manage SLA items, including key performance indicators (KPIs), warning actions, success actions, and applicability
• Implement Unified Routing:
  • • Describe unified routing stages
    • Configure work classification and assignments
    • Configure assignment rules
    • Configure workstreams
    • Configure queues
    • Configure user attributes, including capacity profiles
    • Configure skills-based routing
    • Configure unified record routing

Implement Scheduling

• Manage Resources:
  • • Configure business closures
    • Configure organizational units
    • Configure resources
    • Configure work hours
    • Configure facilities and equipment
• Manage Services:
  • • Define services
    • Schedule a service activity
    • Configure fulfillment preferences

Implement Omnichannel for Customer Service

• Deploy Omnichannel for Customer Service:
  • • Provision Omnichannel for Customer Service
    • Configure application settings, including data masking, operating hours, authentication settings, self-service settings, and sentiment analysis
    • Configure work streams
    • Configure routing values
    • Implement context variables
• Manage Channels:
  • • Configure channels
    • Enable the chat widget on websites
    • Configure pre-chat surveys
    • Configure proactive chat
    • Configure Short Message Service (SMS)
    • Configure the voice channel
• Configure the Supervisor Experience:
  • • Configure Omnichannel Insights dashboard
    • Configure intraday insights
    • Customize KPIs for intraday insights
    • Enable sentiment analysis

Manage Analytics and Insights

• Configure Customer Service Insights for Dynamics 365 Customer Service:
  • • Configure Customer Service historical analytics
    • Configure topic clustering
    • Configure knowledge search analytics
• Create and Configure Visualizations:
  • • Configure tier 1 and tier 2 interactive dashboards
    • Design and create customer service charts
    • Design reports by using the Report Wizard
    • Design and create Power BI reports and dashboards

Implement Customer Service Workspaces

• Describe Customer Service Workspaces:
  • • Configure session management
    • Configure administration features
    • Describe navigation and sessions
• Implement the app profile manager:
  • • Implement app profiles
    • Configure session, application, and notification templates
    • Configure macros and agent scripts
    • Configure smart assist

Implement Microsoft Power Platform

• Configure Model-Driven Apps:
  • • Create and configure forms
    • Create and configure views
    • Configure site maps
• Create Custom Apps:
  • • Create task-specific canvas or model apps
    • Embed apps in Dynamics 365 Customer Service
    • Create a custom portal to support customer service processes
• Integrate Power Virtual Agents Chatbots with Dynamics 365 Customer Service:
  • • Describe Power Virtual Agents components and concepts
    • Integrate Power Virtual Agents with Dynamics 365 Customer Service
    • Create escalate conversations to a live agent
    • Create manage chatbots

Implement Connected Customer Service

• Describe Connected Customer Service:
  • • Describe IoT components
    • Identify use cases for Connected Customer Service
• Implement Connected Customer Service with IoT Hub:
  • • Manage IoT devices
    • Manage security roles for Connected Customer Service