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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 access permissions
- Tailoring the service dashboard
Managing Customer Interactions
- Creating and maintaining customer records
- Monitoring customer communications
- Leveraging the Customer Service Hub
Case Management
- Initiating and managing support cases
- Routing and assigning case responsibilities
- Resolving and closing case tickets
Knowledge Management
- Drafting and maintaining knowledge articles
- Utilizing the knowledge base to resolve cases
- Publishing and updating knowledge content
Service Level Agreements (SLAs) and Entitlements
- Establishing SLA parameters
- Administering customer entitlements
- Monitoring and enforcing service commitments
Data and Analytics
- Interpreting dashboards and reports
- Evaluating customer service performance metrics
- Identifying trends and deriving insights
Integration and Customization
- Connecting with Microsoft Outlook and Teams
- Modifying entities and data fields
- Expanding capabilities via the Power Platform
Best Practices and Case Studies
- Applying best practices in customer service management
- Analyzing real-world case studies
Requirements
- Fundamental knowledge of CRM principles
- Exposure to standard customer service workflows
Target Audience
- Customer service specialists
- CRM system administrators
- Business analysts
