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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
- Establishing users, roles, and permissions
- Tailoring the service dashboard
Managing Customer Interactions
- Creating and managing customer records
- Tracking customer communications
- Utilising the Customer Service Hub
Case Management
- Creating and overseeing cases
- Assigning and routing cases
- Resolving and closing cases
Knowledge Management
- Creating and managing knowledge articles
- Using the knowledge base to support case resolution
- Publishing and maintaining knowledge content
Service Level Agreements (SLAs) and Entitlements
- Establishing SLAs
- Managing entitlements
- Tracking and enforcing service commitments
Data and Analytics
- Interpreting dashboards and reports
- Analysing customer service performance
- Identifying trends and gaining insights
Integration and Customisation
- Integrating with Microsoft Outlook and Teams
- Customising entities and fields
- Expanding functionality with Power Platform
Best Practices and Case Studies
- Implementing best practices for customer service management
- Reviewing real-world case studies
Requirements
- Fundamental grasp of CRM principles
- General awareness of customer service workflows
Target Audience
- Customer service specialists
- CRM system administrators
- Business analysts
