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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
Custom Corporate Training
Training solutions designed exclusively for businesses.
- Customized Content: We adapt the syllabus and practical exercises to the real goals and needs of your project.
- Flexible Schedule: Dates and times adapted to your team's agenda.
- Format: Online (live), In-company (at your offices), or Hybrid.
Price per private group, online live training, starting from 2600 € + VAT*
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