Explore case management in Dynamics 365 Contact Center

  • Module
  • 11 Units
Beginner
Service Adoption Specialist
Support Engineer
Student
Functional Consultant
Data Analyst
Business User
Business Owner
Dynamics 365
Dynamics 365 Contact Center
Customer Engagement apps
Customer Service

Dive into Dynamics 365 Contact Center to learn about case management, automation, routing options, analytics tools, omnichannel engagement, and Agent Hub.

Learning objectives

After completing this module, you're able to:

  • Describe capabilities of Dynamics 365 Contact Center.
  • Explain the case lifecycle and automation features.
  • Explain how channels are used in Dynamics 365 Contact Center.
  • Describe the different routing options that are available.
  • Describe the reporting and analytics tools available for service optimization.
  • Describe the Agent Hub in Dynamics 365 and how it's used.

Prerequisites

  • None
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