Thank you for sending your enquiry! One of our team members will contact you shortly.
Thank you for sending your booking! One of our team members will contact you shortly.
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—
- Tailoring the service dashboard— ——
Managing Customer Interactions
- Creating and overseeing customer records—
- Monitoring customer communications—
- Leveraging the Customer Service Hub— ——
Case Management
- Initiating and overseeing cases—
- Allocating and routing cases—
- Resolving and closing cases— ——
Knowledge Management
- Developing and maintaining knowledge articles—
- Utilizing the knowledge base to facilitate case resolution—
- Publishing and updating knowledge content— ——
Service Level Agreements (SLAs) and Entitlements
- Establishing SLAs—
- Overseeing entitlements—
- Monitoring and upholding service commitments— ——
Data and Analytics
- Interpreting dashboards and reports—
- Evaluating customer service performance—
- Identifying key trends and insights— ——
Integration and Customization
- Connecting with Microsoft Outlook and Teams—
- Customizing entities and data fields—
- Expanding capabilities through the Power Platform— ——
Best Practices and Case Studies
- Adopting best practices for customer service management—
- Examining real-world case studies— ——
Requirements
- A foundational grasp of CRM concepts—
- Working knowledge of customer service workflows— ——
Target Audience
- Customer service specialists—
- CRM system administrators—
- Business analysts— ——
