Course Overview
The Omni Channel Training Program is a comprehensive, industry-focused learning experience designed to equip professionals with the skills required to implement, configure, customize, and manage intelligent customer engagement solutions using Dynamics 365 Customer Service, Omnichannel for Customer Service, and Microsoft Power Platform.
This program provides hands-on training in building unified customer support experiences across multiple communication channels, including Live Chat, SMS, WhatsApp, Social Channels, Voice, and Email, while leveraging Power Apps, Power Automate, Dataverse, and AI-powered capabilities to automate processes and improve service delivery.
Participants will gain practical experience in configuring workstreams, routing rules, queues, agent experiences, chatbots, customer service workspaces, and reporting dashboards. The training focuses on real-world implementation scenarios and enterprise best practices, enabling learners to design and deploy scalable, secure, and customer-centric support solutions.
Audience
This program is ideal for:
- Dynamics 365 Functional and Technical Consultants
- Power Platform Developers and Consultants
- Customer Service Administrators and Managers
- CRM Professionals and Solution Architects
- Business Analysts and Process Automation Specialists
- Support Engineers and Customer Experience Professionals
- Software Developers and Integration Specialists
- Students and Fresh Graduates aspiring to build careers in Microsoft Business Applications
- Working Professionals looking to upskill in Customer Service and Digital Transformation technologies
Pre-Requisites
No prior Omnichannel experience is required. However, the following knowledge will be beneficial:
- Basic understanding of Microsoft Power Platform concepts
- Familiarity with business processes and customer service operations
- Understanding of Dynamics 365 fundamentals (preferred)
- Basic knowledge of Dataverse and data management concepts
- Understanding of workflows and automation concepts
- Interest in customer engagement technologies and digital transformation initiatives
Key Benefits
Upon completion of this training, participants will be able to:
- Understand end-to-end Omnichannel architecture and customer engagement strategies
- Configure and manage enterprise-grade customer service solutions
- Build intelligent support experiences across multiple communication channels
- Design workstreams, queues, routing rules, and agent productivity solutions
- Integrate Omnichannel with Power Platform and enterprise applications
- Automate customer service processes using Power Automate
- Implement AI-powered customer engagement and chatbot solutions
- Monitor agent performance and customer interactions through analytics and dashboards
- Gain hands-on experience through real-world implementation scenarios and projects
- Develop production-ready solutions aligned with industry best practices
- Enhance career opportunities in Dynamics 365, Customer Service, and Power Platform technologies