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Session Information

In this course we will provide insights into how to implement omnichannel solutions for customer service. You will also learn how to how to implement and design service management visualizations and reports provided by and in collaboration with the solution architect, and implement and upgrade Microsoft Power Platform components, including knowledge management, customer feedback, and connected services.

Agenda

Part 3:
•Routing and work distribution using Omnichannel solution
•Configure message channels
•Create smart assist solutions
•Analytics and Insights
•Work with Connected Customer Service
•Registering and managing devices
•Create custom apps and Integrate a Power Virtual Agents bot with Omnichannel

Speakers

  • Ashish Ranjan

    Ashish Ranjan

    Principal CSA-E
    Microsoft

  • Sakthivadivel Kuppusamy

    Sakthivadivel Kuppusamy

    Microsoft Dynamics CRM & Unified Service Desk Consultant and Trainer
    Technofocus