Explore Dynamics 365 Customer Service
This module introduces learners to Dynamics 365 Customer Service, focusing on core elements such as case lifecycle, queues, service-level agreements, knowledge management, and Copilot.
Learning objectives
After completing this module, you'll be able to:
Identify use cases for Dynamics 365 Customer Service.
Explain the case lifecycle including service level agreements and entitlements.
Describe the functionality for workload management.
Describe knowledge management.
Describe how Copilot is used in Dynamics 365 Customer Service.
Prerequisites
None