Extend and analyze Dynamics 365 Customer Service

  • Learning Path
  • 3 Modules

At a glance

Adapt Dynamics 365 Customer Service to changing service needs and turn operational and customer feedback into actionable improvements. Extend Customer Service with Microsoft Power Platform, analyze performance with reports and dashboards, and capture case-resolution feedback with Dynamics 365 Customer Voice.

Prerequisites

  • Familiarity with Dynamics 365 Customer Service and case management
  • Familiarity with Microsoft Dataverse and Microsoft Power Automate

Modules in this learning path

Create custom apps for Dynamics 365 Customer Service

Turn Customer Service requirements into supportable solutions. Model service data in Dataverse, tailor apps and case experiences, automate repeatable work, deploy changes through solutions, and plan secure Power Pages self-service.

Analyze Dynamics 365 Customer Service with reports and dashboards

Give service teams and managers the right view of performance. Configure visualizations and analytics access, interpret trends and key performance indicators, and use Customer Service data to identify workload, quality, and service improvement opportunities.

Capture customer feedback with Dynamics 365 Customer Voice

Close the loop after case resolution. Build and personalize a Customer Voice survey, automate invitations with Power Automate, connect responses to Customer Service records, and analyze satisfaction trends to guide follow-up and service improvement.

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