Omnichannel and Connected Customer Service

MB-910 · Customer Service · Updated

Digital channels, conversations, virtual agents and what Omnichannel for Customer Service and Connected Customer Service add to Customer Service.

This lesson is part of full MB-910 access

The first 2 MB-910 lessons are free. Full access opens every lesson with its practice questions, and the exam-style MB-910 question bank.

In this lesson
  • Channels
  • The agent experience
  • Routing and queues
  • Virtual agents and Copilot
  • Connected Customer Service
  • Customer Voice and insights
  • Exam traps
  • Practice questions

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MB-910 course outline

All 7 lessons · Course overview
  1. Customer Insights - Journeys and DataMarketing and Customer Insights Free
  2. Sales process - lead to order in Dynamics 365 SalesSales Free
  3. Cases, queues, SLAs and entitlementsCustomer Service Full access
  4. Omnichannel and Connected Customer ServiceCustomer Service Full access
  5. Work orders, scheduling and Field Service MobileField Service Full access
  6. Connected Field Service and IoTField Service Full access
  7. Dataverse, Power Platform and securityShared features and Power Platform Full access