Dynamics 365 AI and Insights - Working with Customer Insights

This course provides students with an introduction to the AI capabilities of Dynamics 365 Customer Insights by building an in-depth understanding of the key AI Insights features of Dynamics 365. This includes the skills needed to import, configure and interpret customer insights data utilising AI functions.

Students will learn important insights analysis skills including how to proficiently work in Microsoft Dynamics 365, as to apply predictive scoring, assistant cards and email engagement to Customer Service Insights and Customer Insights.

 

Audience profile

This course has been designed to apply to end users of Microsoft Dynamics 365.
It is recommended that attendees of this course have an existing working knowledge of Microsoft Office, Microsoft Excel and Microsoft Outlook. However, this course assumes little prior knowledge of Microsoft Dynamics 365.

 

At course completion

After completing this course, students will be able to:

• Import data for leads, accounts, contacts, and opportunity entities.
• Configure predictive lead and opportunity scoring.
• Develop a flow to create new assistant insights cards.
• Configure, edit, and manage assistant cards.
• Configure Email engagement in Dynamics 365.
• Import, visualize and interpret Customer Service Insights data.
• Organise Customer Insights data.

 

 

Module 1: Introduction

This module provides an introduction to the lab environment and lab settings – as well as setup instructions for enabling sales insights features and data importing needed for future modules.

Lessons

• Set up a trial of Microsoft Dynamics 365
• Navigate to a Microsoft Dynamics 365 App
• Install Sample Data
• Enable Sales Insights Features
• Data import for Lead entity
• Data import for Account and Contact entity
• Data import for Opportunity entity

Lab 1: Set up your Lab Environment

Lab 2: Setting up Sales Insights

Lab 3: Import Data

 

Module 2: Predictive scoring

In this module, the student will acquire the skills needed to configure and deploy predictive lead and opportunity scoring.

Lessons

• Configure Predictive Lead Scoring
• Update the Predictive Lead Scoring Model
• View the lead score as per the Lead Scoring Model
• Configure Predictive Opportunity Scoring
• Update the Predictive Opportunity Scoring Model
• View the Opportunity score as per the Opportunity Scoring Model

Lab 1: Predictive Lead Scoring

Lab 2: Opportunity Scoring

 

Module 3: Assistant Cards

This module will provide the student with the skills needed to create, manage and utilise assistant cards in Dynamics 365 – useful for visualizing and prioritising business tasks.

Lessons

• Create Flow for creation of Insight Card
• Execute the Flow for creation of Insight Card
• Edit an insight Card
• Assign to or remove roles from a card
• Set priority of a card
• Search for an Insight Card for Assistant
• To Enable a Single Insight Card
• To Enable multiple insight Cards
• To disable a Single Insight Card
• To disable multiple insight Cards
• Optimize Ranking
• Change user settings to configure the Insight Cards

Lab 1: Create an Insight Card and edit existing cards

Lab 2: Edit Insight Cards

Lab 3: Manage Sales Insights Assistant Cards

 

Module 4: Email Engagement

This module will provide the user with the skills needed to enable and apply email engagement to numerous features in Dynamics 365.

Lessons

• Get Microsoft 365 business trial version
• Assign Licenses to user
• Configure user Mailbox
• Enable OneDrive for Business
• Enable SharePoint document management for specific entities
• Enable delivery-time recommendations
• Configure and enable auto-capture
• Create a contact and send an email to the D365 user
• Create an Opportunity and view auto captured messages
• Configure and enable Email engagement
• Use email engagement to view message interactions
• Set individual privacy and preferences
• Configure Notes Analysis
• Auto Suggestions with Notes Analysis

Lab 1: Email Engagement Prerequisites

Lab 2: Working with auto capture feature

Lab 3: Working with Email Engagement feature

Lab 4: Notes Analysis

 

Module 5: Customer Service Insights

In this module, the learner will acquire the skills needed to utilize Microsoft Dynamics 365 Customer Service Insights – including the visualization and display of Customer Service Insight data.

Lessons

• User Creation
• Entity Creation
• Import Data
• Creating a workspace
• Open a Customer Service Insights Dashboard
• Customer Service Insights Dashboard filters
• Customer Service Insights Dashboard Chart Types
• Customer Service Insights chart navigation
• Charts related to KPI Summary Dashboard
• Charts related to New Cases Dashboard
• Charts related to Customer Satisfaction Dashboard
• Charts related to Resolutions Dashboard
• Charts related to Topics Dashboard
• Searching for a Topic
• Viewing Analytics for a Topic
• Provide Feedback to fine tune the case grouping
• Moving case to another topic
• Renaming a Topic
• Controlling the Topic Granularity
• Refresh Customer Service Insights data
• Map custom entity data to Customer Service Insights Dashboard

Lab 1: Customer Service Insights Prerequisites

Lab 2: Configure Customer Service Insights

Lab 3: Working with Customer Service Insights Workspaces

Lab 4: Working with Customer Service Insights Dashboards

Lab 5: Working with Customer Service Insights Charts

Lab 6: Working with Customer Service Insights Topics

 

Module 6: Customer Insights

In this module, the user will gain the skills needed to utilize Microsoft Dynamics 365 Customer Insights features to map and organise customer data.

Lessons

• Configure Customer Insights
• Load Data to Customer Insights
• Unify Customer Data
• Working with Customers
• Create Relationships
• Create Measures
• Create Customer Segment
• Create Activity
• Working with System
• Manage Permissions
• Customer Card add-in

Lab 1: Customer Insights Prerequisites

Lab 2: Customer Insights

Lab 3: Customer Insights Administration

No previous experience of Dynamics 365 is needed to sit this course. This course applies to end users and provides a foundation for subsequent learning and courses.