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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
Configuration of Dynamics 365 Customer Service
- Setting up the service environment
- Defining users, roles, and access permissions
- Tailoring the service dashboard
Handling Customer Interactions
- Establishing and maintaining customer records
- Monitoring customer communication history
- Leveraging the Customer Service Hub
Case Administration
- Generating and overseeing cases
- Distributing and routing cases appropriately
- Finalizing and closing case resolutions
Knowledge Base Management
- Developing and curating knowledge articles
- Utilizing the knowledge base to facilitate case resolution
- Publishing and updating knowledge content
Service Level Agreements (SLAs) and Entitlements
- Establishing SLAs
- Administering entitlements
- Monitoring and upholding service commitments
Data Analysis and Reporting
- Utilizing dashboards and reports
- Evaluating customer service performance metrics
- Identifying trends and deriving insights
Integration and Personalization
- Connecting with Microsoft Outlook and Teams
- Customizing entities and data fields
- Expanding capabilities using Power Platform
Best Practices and Real-World Examples
- Applying best practices for customer service governance
- Examining real-world case studies
Requirements
- Foundational knowledge of CRM principles
- Basic familiarity with customer service workflows
Target Audience
- Customer service specialists
- CRM administrators
- Business analysts
