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Microsoft Dynamics 365 for Customer Service

This course provides students with a detailed hands-on experience of the Customer Service features of Microsoft Dynamics 365. Attendees of this course will gain an in-depth understanding of the...

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$675 USD GSA  $222.92
Course Code 55260
Duration 1 day
Available Formats Classroom
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This course provides students with a detailed hands-on experience of the Customer Service features of Microsoft Dynamics 365.

Attendees of this course will gain an in-depth understanding of the Service Case Management Process, including learning how to track and resolve customer requests with Case records, collaborate on issues using Queues, use Service Level Agreements (SLA) to manage service entitlements and utilize the Knowledge Base to resolve customer issues faster.

Customer Service Insights, Service Data Analysis, AI features, Service Reports, Charts and Dashboards are also presented.

This course has been updated to the October 2020 Release Wave 2 of Dynamics 365 and the Power Platform.

For further information about this course and complimenting Dynamics 365 and Power Platform courses please contact us at www.dynamics365courses.com.

Skills Gained

Navigate and explore the Customer Service Hub in Dynamics 365

Understand the features and tools that exist in Microsoft Dynamics 365 for CSRs and Service Managers

Be familiar with the stages of the Service Case Management Process in Microsoft Dynamics 365

Understand the fundamentals of Case Management. Be able to track, manage and resolve customer service requests using Case records in Microsoft Dynamics 365

Know how to assign, resolve, reactivate, cancel and delete Case records

Understand the significance of Service Level Agreements and how to create a Customer Schedule and apply SLAs to Customer and Case records through Entitlements

How to setup and configure Queues and use Queues to collaborate on Cases with other CSRs and Teams.

How to implement a Case Routing Rules, and utilize Queue Items in Processes

Understand the process to create and manage Knowledge Articles in the Knowledge Base

Be familiar with the Knowledge Base approval process

How to search the Knowledge Base and relate Knowledge Articles to Case records

Effectively interact with the Customer Service Hub Interactive Filters, Visualizations and Dashboards

Perform Case Management in the Customer Service Hub

Explore the Service Reports in Microsoft Dynamics 365

Explore the Service Charts and Dashboards and create a custom Service Dashboard in Microsoft Dynamics 365

Configure Customer Service Insights and understand the Artificial Intelligence features for Customer Service in Dynamics 365

Who Can Benefit

This course is intended for Customer Service Representatives (CSR), Service Managers and End-users who have an interest in the Service components of Dynamics 365. Students should have an existing working knowledge of either Microsoft Dynamics 365 or Microsoft Dynamics CRM. As a minimum, students should attend the prerequisite course Introduction to Microsoft Dynamics 365.

Prerequisites

A working knowledge of Microsoft Dynamics 365 or Microsoft Dynamics CRM
OR
Successful completion of the Introduction to Microsoft Dynamics 365 course

Course Details

Outline


Module 1: Introduction
This module provides the attendee with an introduction to the concept of Customer Service the Microsoft Dynamics 365.
Lessons
Examine common Customer Service Scenarios
An Introduction to Service in Dynamics 365
The Dynamics 365 Platform
Dynamics 365 Service Fundamentals
Security Considerations
Where to get Help
Further Reading and Resources


Lab 1: Exploring Customer Service Features
  • Explore the Customer Service features in Dynamics 365

Module 2: Case Management
This module presents the Service Case Management Process in Microsoft Dynamics 365. We also examine the various stages a Case record can go through during its lifespan, and how Service Level Agreements can be used with Cases to define and track Service Entitlements.
Lessons
The Case Management Process
Working with Case Records
Working with the Case Form
Case Assignment and Routing
Cases and Activities
Resolving Cases
Reactivating, Cancelling and Deleting Cases
Service Level Agreements

Lab 1: Working with Cases
Create a Case record
Assign a Case record
Resolve a Case record
Reactivate a Case record
Cancel a Case record

Lab 2: Service Level Agreements and Cases
Crate a Customer Schedule for the SLA
Create a new Service Level Agreement
Activate a Service Level Agreement
Create an Entitlement
Relate a Case to a Service Level Agreement

Module 3: Working with Queues
This module presents the concepts of Service Queues in Microsoft Dynamics 365. We examine common Service scenarios where Queues can be useful, and step through the process to create and manage Queues. We also look at how Workflow and Routing Rules can automate Case assignment using Queues.
Lessons
Introduction to Service Queues
Common Service Queue Scenarios
Creating and Managing Queues
Working with Queue Items
Case Routing Rules
Processes and Queues

Lab 1: Create a Case Routing Queue
Creating Queues
Create a Case Routing Rule
Route a Case to a Queue
Working with Queues and Queue Items

Module 4: The Customer Service Hub

Lab 1: Using the Customer Service Hub
Explore the Case Charts
Create a custom Service Chart
Explore the Service Dashboards
Create a custom Service Dashboard

Module 5: Service Insights and Analysis

Lab 1: Explore the Service Reports
Explore the Case Charts
Create a custom Service Chart
Explore the Service Dashboards
Create a custom Service Dashboard

Lab 2: Explore the Service Charts and Dashboards
Explore the Case Charts
Create a custom Service Chart
Explore the Service Dashboards
Create a custom Service Dashboard

Lab 3: Explore Customer Service Insights
Configure Customer Service Insights
Working with Customer Service Insights Dashboards
Working with Customer Service Insights Dashboard Filters
Working with Customer Service Insights Visualizations
Working with Customer Service Insights Topics

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