Description

Introduction

MS Dynamics 365 Omni-Channel enables organizations to engage with customers seamlessly across multiple channels, including chat, email, voice, social media, and messaging apps. This training provides an understanding of how Omni-Channel enhances customer experience, improves agent productivity, and integrates with Dynamics 365 Customer Service.

Prerequisites

• Basic understanding of MS Dynamics 365 Customer Service module

• Familiarity with CRM concepts

• Basic knowledge of business communication channels

Table of Contents

1. Overview of Omni-Channel in Dynamics 365
   1.1 What is Omni-Channel Engagement?
   1.2 Key Benefits of Omni-Channel in Customer Service
   1.3 Differences Between Multi-Channel and Omni-Channel

2. Omni-Channel Architecture and Components
   2.1 Omni-Channel for Customer Service Overview
   2.2 Agents, Queues, and Workstreams
   2.3 Channel Integration: Chat, Voice, Email, SMS, Social Media

3. Setting Up Omni-Channel
   3.1 Licensing and Requirements
   3.2 Configuring Workstreams and Queues
   3.3 Adding Channels and Routing Rules
   3.4 Setting Up Skills-Based Routing

4. Engaging Customers Across Channels
   4.1 Handling Chat Conversations
   4.2 Managing Voice Calls
   4.3 Social Media and Messaging Apps Integration
   4.4 Case Creation and Tracking

5. Monitoring and Analytics
   5.1 Real-Time Dashboards and Agent Performance
   5.2 Customer Insights and Interaction History
   5.3 Reporting Key Metrics and KPIs

6. Best Practices and Use Cases
   6.1 Improving Response Times
   6.2 Personalized Customer Interactions
   6.3 Automation with Bots and AI

By the end of this training, participants will understand the core concepts of Dynamics 365 Omni-Channel, how to configure and manage various communication channels, and how to leverage the platform to enhance customer engagement. This foundational knowledge prepares users for advanced Omni-Channel administration and integration.