Collaborate with Microsoft Teams in Dynamics 365 Customer Service

Module
7 Units

Intermediate

Functional Consultant

Business User

Customer Service

Use Microsoft Teams and AI in Dynamics 365 Customer Service to connect representatives with relevant expertise. Configure AI-assisted contact suggestions, collaborate through connected Teams chats, and invite customers to Teams calls for screen sharing, video, and remote assistance.

Learning objectives

In this module, you learn how to:

Configure embedded Microsoft Teams chat in Dynamics 365 Customer Service.
Configure AI-assisted and rules-based contact suggestions in Microsoft Teams.
Use AI-assisted suggestions and connected Teams chats to collaborate on cases.
Invite customers to a Teams call for video, screen sharing, and remote assistance.

Prerequisites

Basic understanding of Dynamics 365 Customer Service

Introduction min
Set up Microsoft Teams chat in Customer Service min
Configure suggested contacts for Microsoft Teams chat min
Use embedded Teams chat in Customer Service min
Invite customers to join a Teams call min
Module assessment min
Summary min

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