Support customers across engagement channels in Dynamics 365 Customer Service
Intermediate
Business User
Functional Consultant
Dynamics 365
Customer Service
Turn separate channel interactions into connected service experiences. Follow customer work from channel entry through routing and into Copilot Service workspace, where representatives use customer and case context with AI assistance to continue the conversation.
Learning objectives
In this module, you learn how to:
- Describe customer engagement models and channel types.
- Explain how channel interactions reach representatives through workstreams, queues, and routing.
- Connect conversations with customer and case context.
- Describe how Copilot Service workspace and AI support customer interactions across channels.
Prerequisites
Basic understanding of Dynamics 365 Customer Service and case management.