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Microsoft Dynamics 365 for Customer Service

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Microsoft Dynamics 365 for Customer Service

Enroll Now
Microsoft Dynamics 365 for Customer Service
Duration
1 Days
Delivery
(Online and onsite)
Price
Price Upon Request

This course provides students with a detailed hands-on experience of the Customer Service Hub and associated features.

Attendees of this course will gain an in-depth understanding of the Service Case Management Process in Dynamics 365, 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 Microsoft 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.

  • Navigate and explore the Customer Service Hub in Dynamics 365
  • Understand the features and tools that exist in Microsoft Dynamics 365 for CSR’s 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 SLA’s to Customer and Case records through Entitlements
  • How to setup and configure Queues and use Queue’s to collaborate on Cases with other CSR’s 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

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

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’.

A working knowledge of Microsoft Dynamics 365 or Microsoft Dynamics CRM

OR

Successful completion of the ‘Introduction to Microsoft Dynamics 365’ course

This course provides students with a detailed hands-on experience of the Customer Service Hub and associated features.

Attendees of this course will gain an in-depth understanding of the Service Case Management Process in Dynamics 365, 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 Microsoft 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.

  • Navigate and explore the Customer Service Hub in Dynamics 365
  • Understand the features and tools that exist in Microsoft Dynamics 365 for CSR’s 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 SLA’s to Customer and Case records through Entitlements
  • How to setup and configure Queues and use Queue’s to collaborate on Cases with other CSR’s 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

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

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’.

A working knowledge of Microsoft Dynamics 365 or Microsoft Dynamics CRM

OR

Successful completion of the ‘Introduction to Microsoft Dynamics 365’ course

    Upcoming Dates
  • ` Feb 13 2023
  • ` Mar 13 2023
  • ` Apr 10 2023
  • ` May 8 2023
  • ` Jun 5 2023
  • ` Jul 3 2023