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Duration 14 hours
Course Outline
Introduction to Dynamics 365 Customer Service
- Overview of the Dynamics 365 ecosystem
- Introduction to the Dynamics 365 Customer Service module
Setting Up Dynamics 365 Customer Service
- Configuring the service environment
- Defining users, roles, and permissions
- Customizing the service dashboard
Managing Customer Interactions
- Creating and maintaining customer records
- Tracking customer communications
- Leveraging the Customer Service Hub
Case Management
- Initiating and managing cases
- Assigning and routing cases appropriately
- Resolving and closing cases effectively
Knowledge Management
- Developing and managing knowledge articles
- Utilizing the knowledge base to assist in case resolution
- Publishing and maintaining knowledge content
Service Level Agreements (SLAs) and Entitlements
- Establishing SLAs
- Managing entitlements
- Monitoring and enforcing service commitments
Data and Analytics
- Interpreting dashboards and reports
- Analyzing customer service performance metrics
- Identifying key trends and insights
Integration and Customization
- Connecting with Microsoft Outlook and Teams
- Customizing entities and fields
- Expanding functionality through the Power Platform
Best Practices and Case Studies
- Applying best practices for customer service management
- Examining real-world case studies
Requirements
- A foundational understanding of CRM concepts
- Familiarity with standard customer service workflows
Target Audience
- Customer service specialists
- CRM administrators
- Business analysts
Testimonials (1)
The practice and trainer knowledge
