Instructor-led (classroom)
Intermediate
1 day
English
Microsoft Dynamics 365 for Customer Service offers any organization an opportunity for customer success. Using tools such as automatic case creation and queue management frees up your time to dedicate it where you can have a greater impact, directly with your customers.
Join our team of globally recognized experts as they take you step by step from creating cases to interacting with customers to resolving those cases. Once you’ve resolved those cases you can learn from data analysis the key details to help you resolve similar cases faster or avoid new issues altogether.
This course is designed for persons who are aspiring to the Microsoft 365 Enterprise Admin role and have completed one of the Microsoft 365 work load administrator certification paths.
A Dynamics 365 Customer Engagement Functional Consultant is responsible for performing discovery, capturing requirements, engaging subject matter experts and stakeholders, translating requirements, and configuring the solution and applications. The Functional Consultant implements a solution using out of the box capabilities, codeless extensibility, application and service integrations.
A 360-degree learning approach that you can adapt to your learning style
Engage and learn more with these live and highly-interactive classes alongside your peers
24/7 Teaching Assistance Keep engaged with integrated teaching
Projects provide you with sample work to show prospective employers.
Real-world projects relevant to what you’re learning throughout the program
A support team focused on helping you succeed alongside a peer community
After completing this course, students will be able to:
Customer Service Overview
In this module you will learn the basics of customer service in Dynamics 365. We will install and configure the application as well as learn about security roles, related applications and analytics.
Lessons
After completing this module, students will be able to:
Case Management
In this module you will learn how to open and resolve customer service cases, both manually and with automation.
Lessons
After completing this module, you will be able to:
Automate case creation and routing
Service Level Agreements and Entitlements
In this module you will learn how to define and use entitlements and entitlement templates as well as service level agreements and how these tools enable case resolution.
Lessons
After completing this module, you will be able to:
Knowledge Management
In this module you will learn how to create and use knowledge management. Additionally, you will learn the lifecycle of knowledge articles.
Lessons
After completing this module, you will be able to:
Create and manage knowledge content.
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