Enroll Now With Us
Please fill the below details, and our consultant will help you in the enrollment process.
Please fill the below details, and our consultant will help you in the enrollment process.
Dynamics 365
$575
Per Participant
With this Customer Service training, you will experience detailed Customer Service features of Microsoft Dynamic 365. Professionals will learn the in-depth knowledge of the Service Case Management Process, including discovering how to track and resolve customer requests with Case records, collaborate on issues using Queues, use Service Level Agreement (SLA) to maintain service entitlements and use the knowledge Base to resolve customer problems faster. Customer Service Insights, Service Data Analysis, AI features, Service Reports, Charts and Dashboards are also given.
This training is designed based on the objectives of the course variant 55260A.
This course is intended for Customer Service Representatives (CSR), Service Managers and End-users who are interested in the Service components of Dynamics 365. Students should have an existing working knowledge of either Microsoft Dynamics 365 or Microsoft Dynamics CRM.
Microsoft Certified PartnerMicrotek Learning is a Microsoft Certified Partner for Learning Solutions. This class uses official Microsoft courseware and will be delivered by a Microsoft Certified Trainer (MCT).
This module provides the attendee with an introduction to the concept of Customer Service the Microsoft Dynamics 365.
Lessons
Lab: Service in Dynamics 365 Orientation
After completing this module, students will be able to:
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
Lab: Working with Cases
Lab: Service Level Agreements and Cases
After completing this module, students will be able to:
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
Lab: Create a Case Routing Queue
After completing this module, students will be able to:
In this module we will start to look at the Knowledge Base in Microsoft Dynamics 365. We look at where the Knowledge Base fits into the Service Management Process, present Knowledge Base Article Templates and examine the Article approval process. Finally, we wrap up with searching the Knowledge Base and relating Articles to Case records.
Lessons
Lab: Create Knowledge Base Articles
Lab: Create a Case and interact with the Knowledge Base
After completing this module, students will be able to:
This module presents how CSR’s and Service Managers can benefit from the features provided by the Interactive Service Hub. We look at the rich controls and dynamic streams of information presented by this alternative interface to Microsoft Dynamics 365. Finally, we look at the alternative approaches to Case management, Knowledge Articles and tracking Service information.
Lessons
Lab: Using the Interactive Service Hub
After completing this module, students will be able to:
This module looks at the different methods available to analyze service information that is stored in Microsoft Dynamics 365. We look at the out of the box service reports and the process to create a custom report using the Dynamics 365 Report Wizard. This module also demonstrates the Chart and Dashboard designer, as well as reviewing the out of the box service dashboards to analyze service data.
Lessons
Lab: Explore the Service Reports
Lab: Service Goals and Metrics
Lab: Explore the Service Charts and Dashboards
After completing this module, students will be able to:
* For more details call: +1-800-961-0337 or Email: info@microteklearning.com
For many years, Microtek Learning has been helping organizations, leaders, and professionals to reach their maximum performance by addressing the challenges they are facing.
Share With Your Friends!
Twitter
LinkedIn