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Duration 14 hours
Course Outline
Introduction to Dynamics 365 Customer Service
- Overview of the Dynamics 365 ecosystem
- Understanding the Dynamics 365 Customer Service module
Configuring Dynamics 365 Customer Service
- Configuring the service environment
- Defining users, roles, and security permissions
- Customizing the service dashboard layout
Overseeing Customer Interactions
- Creating and maintaining customer records
- Monitoring all customer communications
- Leveraging the Customer Service Hub
Case Management
- Initiating and managing support cases
- Assigning and routing tickets to appropriate teams
- Resolving issues and closing cases
Knowledge Management
- Authoring and managing knowledge articles
- Utilizing the knowledge base to accelerate case resolution
- Publishing and maintaining up-to-date knowledge content
Service Level Agreements (SLAs) and Entitlements
- Establishing SLA policies
- Managing customer entitlements
- Monitoring and enforcing service commitments
Data and Analytics
- Leveraging dashboards and reports
- Evaluating customer service performance metrics
- Identifying key trends and insights
Integration and Customization
- Connecting with Microsoft Outlook and Teams
- Customizing data entities and fields
- Enhancing functionality through the Power Platform
Best Practices and Case Studies
- Adopting best practices for service management
- Analyzing real-world implementation case studies
Requirements
- Fundamental knowledge of CRM principles
- Working familiarity with customer service workflows
Target Audience
- Customer service specialists
- CRM system administrators
- Business analysts
