Course 55260-A: Microsoft Dynamics 365 for Customer Service

Course Modality

Instructor-led (classroom)

Course Level

Intermediate

Course Time

1 Day

Course Language

English

Course Overview

This course provides students with a detailed hands-on experience of the Service features and components of Microsoft Dynamics 365.

Attendees of this course will gain an in-depth understanding of the Service Case Management Process in Dynamics 365, including learning 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.

Prerequisites

Before attending this course, students must have:
- A working knowledge of Microsoft Dynamics 365 or Microsoft Dynamics CRM OR
- Successful completion of the ‘Introduction to Microsoft Dynamics 365’ course

Intended Audience

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’.

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Skill Covered

After completing this course, students will be able to:

Understand the features and tools that exist in Microsoft Dynamics 365 for CSR’s and Service Managers
Be familiar with the stages of the Service Case Management Process in Microsoft Dynamics 365
Understand the fundamentals of Case Management. Be able to track, manage and resolve customer service requests using Case records in Microsoft Dynamics 365
Know how to assign, resolve, reactivate, cancel and delete Case records
Understand the significance of Service Level Agreements and how to create a Customer Schedule and apply SLA’s to Customer and Case records through Entitlements

How to setup and configure Queues and use Queue’s to collaborate on Cases with other CSR’s and Teams.
How to implement a Case Routing Rules, and utilize Queue Items in Processes
Understand the process to create and manage Knowledge Articles in the Knowledge Base
Be familiar with the Knowledge Base approval process
How to search the Knowledge Base and relate Knowledge Articles to Case records
How to provision and navigate the Interactive Service Hub
Effectively interact with the Interactive Service Hub Filters, Visualizations and Dashboards
Create and manage Knowledge Articles in the Interactive Service Hub
Perform Case Management in the Interactive Service Hub
Explore the Service Reports and create a custom Service Report using the Reporting Wizard in Microsoft Dynamics 365
Understand the significance of Service Goal Management and Metrics in Microsoft Dynamics 365
Explore the Service Charts and Dashboards and create a custom Service Dashboard in Microsoft Dynamics 365

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Course Curriculum

Module 1

Introduction

This module provides the attendee with an introduction to the concept of Customer Service the Microsoft Dynamics 365.

Lessons

Examine common Customer Service Scenarios
An Introduction to Service in Dynamics 365
The Dynamics 365 Platform
Dynamics 365 Service Fundamentals
Security Considerations
Where to get Help
Further Reading and Resources

Lab : Service in Dynamics 365 Orientation

Explore the Service features in Dynamics 365

After completing this module, students will be able to:

Understand the Customer Service process in regards to the Dynamics 365 Service App.
Be familiar with the Service features of the Dynamics 365 App.
Understand the impact of Security configuration on the Dynamics 365 Service App.
Know where to get help when navigating and using the Dynamics 365 Service App.
Be familiar with the further reading and resources available to users.

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

The Case Management Process
Working with Case Records
Working with the Case Form
Case Assignment and Routing
Cases and Activities
Resolving Cases
Reactivating, Cancelling and Deleting Cases
Service Level Agreements

Lab : Working with Cases

Create a Case record
Assign a Case record
Resolve a Case record
Reactivate a Case record
Cancel a Case record

Lab : Service Level Agreements and Cases

Crate a Customer Schedule for the SLA
Create a new Service Level Agreement
Activate a Service Level Agreement
Create an Entitlement
Relate a Case to a Service Level Agreement

After completing this module, students will be able to:

Understand the Case Resolution Process in regards to the Dynamics 365 Service App.
Know how to create, assign, manage and resolve Case Records.
Understand the significance of related Case Activity Records.
Work with Service Level Agreements and customer Entitlements.

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

Lab : Create a Case Routing Queue

Creating Queues
Create a Case Routing Rule
Route a Case to a Queue
Working with Queues and Queue Items

After completing this module, students will be able to:

Understand the benefits of Queues and how they are used within the Case Resolution Process.
Add records to Queues and manage Queue Items.
Implement Case Routing Rules to automate Case assignment.
Automate Queue Item management using Processes.

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

Introduction to the Knowledge Base
Knowledge Base Concepts
Working with Articles
Searching the Knowledge Base
Email a Knowledge Article

Lab : Create Knowledge Base Articles

Create an Article Template
Update the Subject Tree
Create a new Knowledge Base Article
Submit a Knowledge Base Article for Approval
Reject a Knowledge Base Article
Approve a Knowledge Base Article

Lab : Create a Case and interact with the Knowledge Base

Create a new Case
Relate a Knowledge Base Article to a Case
Email a Knowledge Base Article to a Customer

After completing this module, students will be able to:

Work with the Knowledge Base in Dynamics 365.
Create and manage Knowledge Base Articles and Article Templates.
Be familiar with the Article Approval Process.
Search the Knowledge Base to resolve a Case Record.
Email an Article to a Customer to resolve a Case Record.

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

Introduction the Interactive Service Hub
The Tier 1 Dashboard
The Tier 2 Dashboard
The My Knowledge Dashboard
The Knowledge Manager Dashboard
Working with Cases in the Hub
Working with Knowledge Articles in the Hub
Working with Visualizations and Filters in the Hub

Lab : Using the Interactive Service Hub

Explore the Interactive Service Hub
Manage Streams in the Interactive Service Hub
Resolve a Case in the Interactive Service Hub
Create a KB Article in the Interactive Service Hub
Manage KB Articles in the Interactive Service Hub
Relating a Case to an Interactive Service Hub KB Article

After completing this module, students will be able to:

Be familiar with the Interactive Service Hub in Dynamics 365
Interact with the Interactive Service Hub Dashboards, Streams, Indicators and Filters.
Manage Case Records through the Interactive Service Hub.
Work with Knowledge Base Articles through the Interactive Service Hub.

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

Introduction to Service Analysis in Dynamics 365
The Service Reports
The Reporting Wizard
Working with Service Charts
Working with Service Dashboards
Working with Service Goals and Metrics

Lab : Explore the Service Reports

Exploring the Case Summary Table Report
Exploring the Neglected Cases Report

Lab : Service Goals and Metrics

Create Goals for the Service Team
Create a Personal View
View Sales Goals and Chart

Lab : Explore the Service Charts and Dashboards

Explore the Case Charts
Create a custom Service Chart
Explore the Service Dashboards
Create a custom Service Dashboard

After completing this module, students will be able to:

Understand the different ways to analyze Service data in Dynamics 365.
Work with the ‘out of the box’ Service Reports in Dynamics 365.
Create a custom Service report using the Reporting Wizard.
Work with the Service Charts and Dashboards.

Create Service Goals and KPI Visualizations in Dynamics 365.

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