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Course Outline
Introduction to Dynamics 365 Customer Service
- Overview of Dynamics 365 ecosystem
- Introduction to Dynamics 365 Customer Service module
Setting Up Dynamics 365 Customer Service
- Configuring the service environment
- Setting up users, roles, and permissions
- Customizing the service dashboard
Managing Customer Interactions
- Creating and managing customer records
- Tracking customer communications
- Utilizing the Customer Service Hub
Case Management
- Creating and managing cases
- Assigning and routing cases
- Resolving and closing cases
Knowledge Management
- Creating and managing knowledge articles
- Using the knowledge base for case resolution
- Publishing and maintaining knowledge content
Service Level Agreements (SLAs) and Entitlements
- Setting up SLAs
- Managing entitlements
- Tracking and enforcing service commitments
Data and Analytics
- Using dashboards and reports
- Analyzing customer service performance
- Identifying trends and insights
Integration and Customization
- Integrating with Microsoft Outlook and Teams
- Customizing entities and fields
- Extending functionality with Power Platform
Best Practices and Case Studies
- Implementing best practices for customer service management
- Reviewing real-world case studies
Summary and Next Steps
Requirements
- Basic understanding of CRM concepts
- Familiarity with customer service processes
Audience
- Customer service professionals
- CRM administrators
- Business analysts
14 Hours
Delivery Options
Private Group Training
Our identity is rooted in delivering exactly what our clients need.
- Pre-course call with your trainer
- Customisation of the learning experience to achieve your goals -
- Bespoke outlines
- Practical hands-on exercises containing data / scenarios recognisable to the learners
- Training scheduled on a date of your choice
- Delivered online, onsite/classroom or hybrid by experts sharing real world experience
Private Group Prices RRP from €4560 online delivery, based on a group of 2 delegates, €1440 per additional delegate (excludes any certification / exam costs). We recommend a maximum group size of 12 for most learning events.
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