Microsoft Dynamics 365 Technical Workshop: Implement the Modern Customer Service Experience — Lesson 2: Queues, SLAs, Knowledge and Omnichannel Experience

Learning Objectives

• Design queues, assignment, routing, work distribution, service-level agreements, timers, and exception handling
• Configure knowledge, search, templates, channels, sessions, conversations, and consistent customer context
• Validate queues, slas, knowledge and omnichannel experience decisions with documented requirements, test evidence, risk controls, and measurable acceptance criteria

Detailed Topics

• Design queues: Design queues, assignment, routing, work distribution, service-level agreements, timers, and exception handling
• Configure knowledge: Configure knowledge, search, templates, channels, sessions, conversations, and consistent customer context
• Validate queues: Validate queues, slas, knowledge and omnichannel experience decisions with documented requirements, test evidence, risk controls, and measurable acceptance criteria

Guided Demonstration

1. Review the requirement, users, data, dependencies, permissions, risks, and expected result.
2. Demonstrate the relevant design, configuration, development, analysis, administration, or reporting workflow step by step.
3. Capture settings, outputs, logs, screenshots, calculations, test results, and other useful evidence.
4. Compare the observed result with acceptance criteria and explain any corrective action.

Hands-On Activity

Implement a routed case and knowledge-assisted support scenario.

• Document assumptions, prerequisites, and the planned sequence before starting.
• Complete the activity and preserve evidence of normal, boundary, and failure behavior.
• Record issues, corrective actions, reusable notes, and the next improvement priority.

Scenario Analysis

• Identify the business or technical decision that must be made.
• Compare valid implementation approaches and their trade-offs.
• Consider security, privacy, accessibility, performance, support, and operational impact.

Troubleshooting Focus

• Separate symptoms from causes and collect evidence before applying a fix.
• Check configuration, data, permissions, dependencies, calculations, capacity, connectivity, and recent changes.
• Validate rollback, recovery, ownership, user impact, and business continuity.

Validation Checklist

• The requirement, scope, inputs, and expected outcome are clear.
• The selected design or configuration is documented and follows approved standards.
• Normal, boundary, failure, security, accessibility, and operational conditions are reviewed.
• The result is supported by evidence and the next improvement is prioritized.

Lesson Outcome

Learners can explain and apply Queues, SLAs, Knowledge and Omnichannel Experience in a realistic scenario and validate the result with documented evidence.