55260: Microsoft Dynamic 365 for Customer Service Training

Category

Dynamics 365

Rating
4
(4)
Price

$625

Course Description

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.

Prerequisites for this training

Who should attend this 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.

Schedules


Nov 05, 2021
9:00 am - 5:30 pm EST
Online
GTR

Nov 12, 2021
9:00 am - 5:30 pm EST
Online

Nov 19, 2021
9:00 am - 5:30 pm EST
Online
GTR

Nov 26, 2021
9:00 am - 5:30 pm EST
Online

Dec 03, 2021
9:00 am - 5:30 pm EST
Online
GTR

Dec 10, 2021
9:00 am - 5:30 pm EST
Online

Dec 17, 2021
9:00 am - 5:30 pm EST
Online
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What you will learn

  • 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
  • How to provision and navigate the Interactive Service Hub
  • Effectively interact with the Interactive Service Hub Filters, Visualizations and Dashboards
  • Create and manage Knowledge Articles in the Interactive Service Hub
  • Perform Case Management in the Interactive Service Hub
  • Explore the Service Reports and create a custom Service Report using the Reporting Wizard in Microsoft Dynamics 365
  • Understand the significance of Service Goal Management and Metrics in Microsoft Dynamics 365
  • Explore the Service Charts and Dashboards and create a custom Service Dashboard in Microsoft Dynamics 365

With Microtek Learning, you’ll receive:

  • Certified Instructor-led training
  • Industry Best Trainers
  • Official Training Course Student Handbook
  • Pre and Post assessments/evaluations
  • Collaboration with classmates (not available for a self-paced course)
  • Real-world knowledge activities and scenarios
  • Exam scheduling support*
  • Learn and earn program*
  • Practice Tests
  • Knowledge acquisition and exam-oriented
  • Interactive online course.
  • Support from an approved expert
  • For Government and Private pricing*
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For many years, Microtek Learning has been helping organizations, leaders, and professionals to reach their maximum performance by addressing the challenges they are facing.

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Curriculum

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: Service in Dynamics 365 Orientation

  • Explore the Service features in Dynamics 365
  • After completing this module, students will be able to:

  • Understand the Customer Service process in regards to the Dynamics 365 Service App.
  • Be familiar with the Service features of the Dynamics 365 App.
  • Understand the impact of Security configuration on the Dynamics 365 Service App.
  • Know where to get help when navigating and using the Dynamics 365 Service App.
  • Be familiar with the further reading and resources available to users.
  • 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: Working with Cases

  • Create a Case record
  • Assign a Case record
  • Resolve a Case record
  • Reactivate a Case record
  • Cancel a Case record
  • Lab: 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
  • After completing this module, students will be able to:

  • Understand the Case Resolution Process in regards to the Dynamics 365 Service App.
  • Know how to create, assign, manage and resolve Case Records.
  • Understand the significance of related Case Activity Records.
  • Work with Service Level Agreements and customer Entitlements.
  • 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: Create a Case Routing Queue

  • Creating Queues
  • Create a Case Routing Rule
  • Route a Case to a Queue
  • Working with Queues and Queue Items
  • After completing this module, students will be able to:

  • Understand the benefits of Queues and how they are used within the Case Resolution Process.
  • Add records to Queues and manage Queue Items.
  • Implement Case Routing Rules to automate Case assignment.
  • Automate Queue Item management using Processes.
  • 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

  • Introduction to the Knowledge Base
  • Knowledge Base Concepts
  • Working with Articles
  • Searching the Knowledge Base
  • Email a Knowledge Article
  • Lab: Create Knowledge Base Articles

  • Create an Article Template
  • Update the Subject Tree
  • Create a new Knowledge Base Article
  • Submit a Knowledge Base Article for Approval
  • Reject a Knowledge Base Article
  • Approve a Knowledge Base Article
  • Lab: Create a Case and interact with the Knowledge Base

  • Create a new Case
  • Relate a Knowledge Base Article to a Case
  • Email a Knowledge Base Article to a Customer
  • After completing this module, students will be able to:

  • Work with the Knowledge Base in Dynamics 365.
  • Create and manage Knowledge Base Articles and Article Templates.
  • Be familiar with the Article Approval Process.
  • Search the Knowledge Base to resolve a Case Record.
  • Email an Article to a Customer to resolve a Case Record.
  • 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

  • Introduction the Interactive Service Hub
  • The Tier 1 Dashboard
  • The Tier 2 Dashboard
  • The My Knowledge Dashboard
  • The Knowledge Manager Dashboard
  • Working with Cases in the Hub
  • Working with Knowledge Articles in the Hub
  • Working with Visualizations and Filters in the Hub
  • Lab: Using the Interactive Service Hub

  • Explore the Interactive Service Hub
  • Manage Streams in the Interactive Service Hub
  • Resolve a Case in the Interactive Service Hub
  • Create a KB Article in the Interactive Service Hub
  • Manage KB Articles in the Interactive Service Hub
  • Relating a Case to an Interactive Service Hub KB Article
  • After completing this module, students will be able to:

  • Be familiar with the Interactive Service Hub in Dynamics 365
  • Interact with the Interactive Service Hub Dashboards, Streams, Indicators and Filters.
  • Manage Case Records through the Interactive Service Hub.
  • Work with Knowledge Base Articles through the Interactive Service Hub.
  • 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

  • Introduction to Service Analysis in Dynamics 365
  • The Service Reports
  • The Reporting Wizard
  • Working with Service Charts
  • Working with Service Dashboards
  • Working with Service Goals and Metrics
  • Lab: Explore the Service Reports

  • Exploring the Case Summary Table Report
  • Exploring the Neglected Cases Report
  • Lab: Service Goals and Metrics

  • Create Goals for the Service Team
  • Create a Personal View
  • View Sales Goals and Chart
  • Lab: Explore the Service Charts and Dashboards

  • Explore the Case Charts
  • Create a custom Service Chart
  • Explore the Service Dashboards
  • Create a custom Service Dashboard
  • After completing this module, students will be able to:

  • Understand the different ways to analyze Service data in Dynamics 365.
  • Work with the ‘out of the box’ Service Reports in Dynamics 365.
  • Create a custom Service report using the Reporting Wizard.
  • Work with the Service Charts and Dashboards. Create Service Goals and KPI Visualizations in Dynamics 365.
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    I was recommended the ITIL 4 Foundation course by an IT professional who had completed the same course at Microtek Learning. The training gave me a thorough understanding of service management that I felt I could take back to my job as an IT Project Management and apply it to improve the value of products and services.

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    Texas

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    Course Details

    • Start Date: Nov 05, 2021
    • Duration: 1 Day
    • Skill Level: Intermediate
    • Enrolled: 1582
    • Price: $625
    • Download PDF: Click Here
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