Content Directory

Hyperlinks to each of the lab exercises and demos are listed below.

Labs

Module Lab
Module 0: Configure Dynamics 365 Customer Service Lab: Validate lab environment
Module 1: Case Management Lab: Creating cases
Module 1: Case Management Lab: Creating queues
Module 1: Case Management Lab: Resolving cases
Module 1: Case Management Lab: Routing cases
Module 2: Service Level Agreements and Knowledge Management Lab: Service Level Agreements
Module 2: Service Level Agreements and Knowledge Management Lab: Create knowledge articles
Module 3: Customer Service workspaces Lab: Customer Service workspace
Module 3: Customer Service workspaces Lab: Agent experience profiles
Module 4: Implement routing and scheduling Lab: Configure Customer Service Scheduling
Module 4: Implement routing and scheduling Lab: Define Services
Module 6: Customer Voice Lab: Create survey

Demos

Module Demo
Module 1: Case management Demo: Set up Customer Service environment
Module 9: Analytics and insights Demo: Configure insights in Customer Service