Dynamics 365 AI and Insights - Working with Customer Service Insights

This course provides students with an introduction to Customer Insights by building an in-depth understanding of key insight examination tools in Dynamics 365. This includes the skills needed to create, configure and work with customer service insights charts and dashboards.

Students will learn important insights analysis skills including how to proficiently work in Microsoft Dynamics 365, as to create, examine and analyse visualisations, made from insights data.

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:

• Explore customer service charts and dashboards.
• Create customer service charts and dashboards from insights data.
• Filter data while in visualisation view.
• Interpret insights data.

Module 1: Introduction

This module provides an introduction to the lab environment and lab settings.

Lessons

• Set up a trial of Microsoft Dynamics 365
• Sign in to Microsoft Dynamics 365
• Install Sample Data

Lab 1: Set up your Lab Environment

Lab 2: Sign in to Microsoft Dynamics 365

Lab 3: Install Sample Data

Module 2: Working with Customer Service Insights

In this module, the learner will obtain the skills required to create, configure and interpret Customer service insights dashboards and charts.

Lessons

• Explore the Case Charts
• Create a custom Service Chart
• Explore the Service Dashboards
• Create a custom Service Dashboard
• Configure Customer Service Insights
• Working with the Customer Service Insights Dashboards
• Working with Customer Service Insights Dashboard Filters
• Working with Customer Service Insights Dashboard Visualizations
• Working with Customer Service Insights Topics

Lab 1: Explore Charts and Dashboards

Lab 2: Explore Customer Service Insights

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.