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: Manage cases, workloads, and service commitments in Dynamics 365 Customer Service Lab: Creating cases
Module 1: Manage cases, workloads, and service commitments in Dynamics 365 Customer Service Lab: Creating queues
Module 1: Manage cases, workloads, and service commitments in Dynamics 365 Customer Service Lab: Resolving cases
Module 1: Manage cases, workloads, and service commitments in Dynamics 365 Customer Service Lab: Configure service-level agreements and entitlements
Module 2: Work with knowledge management in Dynamics 365 Customer Service Lab: Create knowledge articles
Module 3: Route and distribute work in Dynamics 365 Customer Service Lab: Configure case routing
Module 4: Configure AI and the service representative experience Lab: Configure a representative experience profile
Module 4: Configure AI and the service representative experience Lab: Use Copilot Service workspace
Module 6: Extend and analyze Dynamics 365 Customer Service Lab: Capture feedback with Customer Voice

Demos

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