Microsoft Dynamics 365 CE (Omnichannel)

Course Description

This SkillDynamo course develops practical, role-relevant capability in configuring Dynamics 365 Customer Service omnichannel experiences for workstreams, queues, routing, chat, messaging, agents, supervisors, knowledge, SLAs, analytics, security, and operations. The learning path progresses from essential concepts and planning to implementation, validation, troubleshooting, and operational use.

Learners work through realistic scenarios, guided demonstrations, applied exercises, and evidence-based reviews. Every topic is connected to workplace responsibilities, common risks, quality controls, and measurable outcomes.

The course helps professionals make informed decisions, identify failure points, communicate results, and create an actionable improvement plan for future projects.

What You Will Learn

• Explain and apply omnichannel architecture, channels and workstreams within a practical Microsoft Dynamics 365 CE (Omnichannel) scenario
• Validate omnichannel architecture, channels and workstreams decisions using requirements, configuration evidence, quality checks, risks, and measurable outcomes
• Explain and apply queues, unified routing, skills and agent experiences within a practical Microsoft Dynamics 365 CE (Omnichannel) scenario
• Validate queues, unified routing, skills and agent experiences decisions using requirements, configuration evidence, quality checks, risks, and measurable outcomes
• Explain and apply knowledge, slas, supervisor tools and analytics within a practical Microsoft Dynamics 365 CE (Omnichannel) scenario
• Validate knowledge, slas, supervisor tools and analytics decisions using requirements, configuration evidence, quality checks, risks, and measurable outcomes
• Explain and apply security, testing, troubleshooting and service improvement within a practical Microsoft Dynamics 365 CE (Omnichannel) scenario
• Validate security, testing, troubleshooting and service improvement decisions using requirements, configuration evidence, quality checks, risks, and measurable outcomes

SkillDynamo Training Approach

SkillDynamo delivers this course through demonstrations, hands-on exercises, scenario analysis, validation checklists, structured troubleshooting, solution reviews, and a final improvement plan. Learners repeatedly practice planning, implementation, evidence collection, testing, correction, and communication so the skills transfer confidently into real workplace situations.