Case Management in Dynamics 365 Contact Center

Delivering outstanding customer service requires organized workflows and intelligent systems. This text-based course guides you through the foundational concepts of Dynamics 365 Contact Center, showing you how to handle customer issues from the initial contact to final resolution. You will learn how to streamline support operations, automate repetitive tasks, and use data-driven insights to improve team performance. What you'll learn: - Understand the core terminology and lifecycle of case management in Dynamics 365. - Configure advanced routing rules to automatically assign cases to the most qualified agents. - Analyze support trends and agent performance using AI-driven analytics. - Manage service level agreements (SLAs) and entitlements to guarantee consistent service quality. - Practice designing efficient customer support workflows through written scenarios. We begin with basic definitions and case management fundamentals before moving into queue setup, routing rules, and modern AI features. This course is designed for beginners, customer service managers, and aspiring administrators who want to understand modern support systems without needing prior technical experience. Start reading today to build a modern, efficient customer support operation.