Connected Customer Service with Dynamics 365 and Azure IoT

Traditional customer service waits for a failure to happen before taking action, leading to costly downtime and unhappy clients. By integrating smart devices with your service platform, you can detect anomalies and resolve issues before your customers even notice them. This course guides you through the foundational concepts of Connected Customer Service. You will understand how to link IoT telemetry with service cases, dispatch field technicians automatically, and leverage modern cloud-to-device communication to manage assets remotely. What you'll learn: - Understand the architecture of Connected Customer Service using Dynamics 365 and Azure IoT Hub. - Configure IoT alerts to trigger automatic case creation and work orders. - Analyze device telemetry data and handle modern JSON payload schemas. - Register, monitor, and manage connected devices directly from your customer service console. - Send cloud-to-device commands to troubleshoot and resolve issues remotely. - Prepare for real-world scenarios aligned with modern proactive service standards. You will start with core IoT and CRM terminology before moving into device registration, alert configuration, and automated workflows. The material progresses logically from basic telemetry concepts to proactive maintenance strategies through clear, written explanations and structural breakdowns. This course is designed for beginner functional consultants, customer service administrators, and IT professionals looking to bridge the gap between IoT and customer relations. No prior IoT programming experience is required. Read through our comprehensive guides and start building smarter service solutions today.