In the course we will walk through the process of configuring Dynamics 365 Omnichannel for Customer Service. We will examine the steps and procedures to effectively setting up routing and distribution across multiple channels such as chat, SMS, Facebook, and more. Learn how to dramatically improve the agent experience by leveraging tools such as smart assist, skill-based routing, agent scripts and more. Included in this course is multiple hand on labs that will help hone your skills.
Derik is a regular contributor to CRM Tip of Day http://crmtipoftheday.com/. Derik is also a Microsoft MVP alumni.