AI, automation, and real-time data are transforming customer service. This Professional Certificate teaches you to deliver efficient, personalized experiences using Microsoft’s AI-powered tools. Designed for entry-level to mid-career professionals, the program prepares you for roles like Customer Support Specialist, CRM Administrator, and Service Operations Coordinator. As companies adopt digital channels, they need professionals who balance empathy with data analysis and operational precision.
You’ll gain hands-on experience with Microsoft Dynamics 365, Power BI, Power Virtual Agents, and AI sentiment tools. Learn to build intelligence dashboards, deploy chatbots, analyze complaint trends, and manage SLAs. Through applied projects and a capstone, you will create a portfolio demonstrating AI-assisted engagement and data-driven decision-making.
This program is ideal for empathetic, collaborative, and tech-comfortable professionals. While a basic understanding of service processes is recommended, no advanced technical experience is required. By the end, you’ll have the practical skills and a credential that signals your readiness for modern, AI-augmented customer operations environments.
Projet d'apprentissage appliqué
This program includes hands-on, portfolio-ready projects designed for reskillers entering customer engagement and service roles. Learners solve realistic business scenarios such as reducing churn risk, resolving escalations, improving onboarding, optimizing SLAs, and strengthening team collaboration. Projects require analyzing dashboard data, evaluating AI-generated recommendations, designing personalized outreach strategies, conducting root cause analysis, and documenting operational decisions. The capstone integrates AI insights with human judgment in a complex account case study. By completion, learners produce tangible work samples—including engagement plans, resolution strategies, and operational proposals—that can be showcased in interviews and added to a professional portfolio.
