Worldwide LocationsMicrosoft Dynamics 365 for Customer Service
This course provides students with a detailed hands-on experience of the Service features and components of Microsoft Dynamics 365.
GK# 6731
This course provides students with a detailed hands-on experience of the Service features and components of Microsoft Dynamics 365.
GK# 6731
Attendees of this course will gain an in-depth understanding of the Service Case Management Process in Dynamics 365. They will learn how to track and resolve customer requests with Case records, collaborate on issues using Queues, use Service Level Agreements (SLA) to manage service entitlements and utilize the Knowledge Base to resolve customer issues faster. The Interactive Service Hub and Service Analysis features such as the Service Reports, Service Goal Management, Service Charts and Dashboards are also presented in this course.
The course applies to both Business and Enterprise Editions of Dynamics 365 as well as Online and On-premise deployments.
After completing this course, students will be able to:
Module 1: Introduction
This module provides the attendee with an introduction to the concept of Customer Service the Microsoft Dynamics 365.
Lessons
Module 2: Case Management
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
Module 3: Working with Queues
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
Module 4:Using the Knowledge Base
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
Module 5: The Interactive Service Hub
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
Module 6: Service Analysis
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
Module 1: Introduction
Lab 1: Service in Dynamics 365 Orientation
Module 2: Case Management
Lab 1: Working with Cases
Lab 2: Service Level Agreements and Cases
Module 3: Working with Queues
Lab 1: Create a Case Routing Queue
Module 4: Using the Knowledge Base
Lab 1: Create Knowledge Base Articles
Lab 2: Create a Case and interact with the Knowledge Base
Module 5: The Interactive Service Hub
Lab 1: Using the Interactive Service Hub
Module 6: Service Analysis
Lab 1: Explore the Service Reports
Lab 2: Service Goals and Metrics
Lab 3: Explore the Service Charts and Dashboards
Students should have an existing working knowledge of either Microsoft Dynamics 365 or Microsoft Dynamics CRM.
OR
Successful completion of the ‘Introduction to Microsoft Dynamics 365’ course
This course is intended for Customer Service Representatives (CSR), Service Managers and End-users who have an interest in the Service components of Dynamics 365. Students should have an existing working knowledge of either Microsoft Dynamics 365 or Microsoft Dynamics CRM. As a minimum, students should attend the prerequisite course ‘Introduction to Microsoft Dynamics 365’.
Complete your Dynamics 365 training with our Sales and Customization and Configuration modules. Attend all 5 days in the same week.
This course is available in the following formats:
Receive face-to-face instruction at one of our training center locations.
Experience expert-led online training from the convenience of your home, office or anywhere with an internet connection.
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