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.
The latest update on this course has been done on October 2020, Release Wave 2 of Dynamics 365 and the Power Platform.
This training is designed based on the objectives of the course variant 55260A.
Working knowledge of Microsoft Dynamics 365 or Microsoft Dynamics CRM
Successful completion of the ‘Introduction to Microsoft Dynamics 365’ course
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. At a minimum, students should attend the prerequisite course ‘Introduction to Microsoft Dynamics 365’.
For many years, Microtek Learning has been helping organizations, leaders, and professionals to reach their maximum performance by addressing the challenges they are facing.
You give better value in the marketplace. We will beat it.
Our courses are accredited by the authorized vendor.
Flexible delivery methods are available here.
Resources are included for a comprehensive learning experience.
This module provides the attendee with an introduction to the concept of Customer Service the Microsoft Dynamics 365.
Lab1: Exploring Customer Service Features
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.
Lab1: Working with Cases
Lab2: Service Level Agreements and Cases
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.
Lab1: Create a Case Routing Queue
Lab1: Using the Customer Service Hub
Lab1: Explore the Service Reports
Lab2: Explore the Service Charts and Dashboards
Lab3: Explore Customer Service Insights