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SRNTS

Course Overview

This training provides a comprehensive introduction to Omnichannel for Customer Service within the Microsoft Power Platform and Dynamics 365 ecosystem. Participants will learn how to deliver seamless customer engagement across multiple communication channels such as chat, email, SMS, social media, and voice. The course covers workstreams, queues, routing rules, agent experiences, customer service workspaces, automation, reporting, and integration with Power Platform components.

Audience

This program is designed for:

  • Customer Service Representatives
  • Customer Support Managers
  • Dynamics 365 Customer Service Consultants
  • Power Platform Developers
  • Business Analysts
  • CRM Administrators
  • Solution Architects

Pre‑requisites

To maximize learning outcomes, participants should have:

  • Basic understanding of customer service processes
  • Familiarity with Microsoft 365 applications
  • Basic knowledge of Dynamics 365 Customer Service is beneficial
  • Understanding of Power Platform fundamentals is helpful
  • No programming experience required

Key Benefits

  • Understand Omnichannel architecture and capabilities
  • Configure chat, email, SMS, social, and voice channels
  • Manage workstreams, queues, and intelligent routing
  • Enhance customer engagement with unified communication channels
  • Automate customer interactions using Power Automate and AI
  • Improve agent productivity through Customer Service Workspace
  • Monitor service performance with dashboards and analytics
  • Implement secure and scalable customer support solutions
  • Gain hands-on experience with real-world customer service scenarios
  • Improve customer satisfaction through consistent and connected service experiences across all channels 

Omnichannel for Customer Service (Dynamics 365) – 12 Hours Training Curriculum

Module 1: Introduction to Omnichannel (1 Hr)

  • Overview of Dynamics 365 Customer Service
  • Introduction to Omnichannel for Customer Service
  • Omnichannel Architecture
  • Business Use Cases and Benefits

Module 2: Omnichannel Setup & Configuration (2 Hrs)

  • Provisioning Omnichannel
  • Workstreams Configuration
  • Queues and Queue Management
  • User and Agent Configuration
  • Basic Administration

Module 3: Channel Management (2 Hrs)

  • Live Chat Configuration
  • SMS Channel Overview
  • Microsoft Teams Integration
  • Social Channel Concepts
  • Channel Routing Basics

Module 4: Customer Service Workspace & Agent Experience (2 Hrs)

  • Customer Service Workspace Overview
  • Session Management
  • Conversation Handling
  • Knowledge Base Integration
  • Productivity Tools and Macros

Module 5: Routing & Automation (2 Hr)

  • Unified Routing Fundamentals
  • Assignment Rules
  • Skills-Based Routing
  • Automated Work Distribution

Module 6: Analytics & Reporting (2 Hr)

  • Omnichannel Analytics Dashboard
  • Agent Performance Metrics
  • Conversation Insights
  • Service KPIs

 Project (1 Hr)

  • Configure an end-to-end Omnichannel solution including live chat, queues, routing rules, agent workspace, productivity tools, and analytics dashboards.

Total Duration: 8 Hours

Training Includes: Theory, Live Demonstrations, Hands-on Labs, Real-World Customer Service Scenarios, Omnichannel Configuration Exercises, Routing and Workspace Setup, and End-to-End Omnichannel Implementation Project.

Enrollment Form

If you have no pending queries and feel confident after completing the trainer assessment session and reviewing earlier batch recordings, please proceed by filling out the form below to officially enroll in the SRNTS Training Program.

  • Are you interested to receive training related update over Whatspp & Gmail *

💬 Need Assistance?

If you have any questions about the training program or the enrollment process, our support team is here to help. You can reach us through the following channels:

  • 📱 WhatsApp Chat – Quick and convenient messaging support

  • 📞 Direct Call – Speak with our team instantly

  • 📧 Email Support – Get detailed assistance via mail