Optimize customer service delivery by applying operational frameworks, policy controls, and data-driven decision-making. In this course, you will manage ticket routing, analyze SLA performance, evaluate vendor selection decisions, and ensure return and refund compliance. You will learn to build decision matrices, assess post-launch bot performance, audit documentation accuracy, and implement structured queue management strategies. Using CRM systems and service metrics, you will identify operational gaps and design improvement plans that balance efficiency, compliance, and customer satisfaction. Through applied labs and a service optimization project, you will interpret performance indicators and justify operational decisions within realistic business constraints. By the end of this course, you will be able to streamline service workflows and support consistent, policy-aligned service delivery.
Service Operations Management
Service Operations Management
This course is part of Microsoft Customer Service (with AI) Professional Certificate
Instructor: Microsoft
Included with
Gain insight into a topic and learn the fundamentals.
Intermediate level
Recommended experience
2 weeks to complete
at 10 hours a week
Flexible schedule
Learn at your own pace
Details to know
Shareable certificate
Add to your LinkedIn profile
Assessments
26 assignments
Taught in English
See how employees at top companies are mastering in-demand skills
Build your Business Essentials expertise
This course is part of the Microsoft Customer Service (with AI) Professional Certificate
When you enroll in this course, you'll also be enrolled in this Professional Certificate.
- Learn new concepts from industry experts
- Gain a foundational understanding of a subject or tool
- Develop job-relevant skills with hands-on projects
- Earn a shareable career certificate from Microsoft
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