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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
Configuring Dynamics 365 Customer Service
- Setting up the service environment
- Establishing users, roles, and access permissions
- Customizing the service dashboard
Managing Customer Interactions
- Creating and maintaining customer records
- Monitoring customer communications
- Leveraging the Customer Service Hub
Case Management
- Initiating and overseeing cases
- Routing and assigning case ownership
- Resolving and closing case items
Knowledge Management
- Drafting and managing knowledge articles
- Applying the knowledge base to support case resolution
- Publishing and sustaining knowledge content
Service Level Agreements (SLAs) and Entitlements
- Defining SLA parameters
- Administering customer entitlements
- Monitoring and upholding service commitments
Data and Analytics
- Utilizing dashboards and reporting tools
- Evaluating customer service performance
- Extracting trends and actionable insights
Integration and Customization
- Connecting with Microsoft Outlook and Teams
- Tailoring entities and fields
- Expanding capabilities through the Power Platform
Best Practices and Case Studies
- Adopting best practices for customer service administration
- Examining real-world implementation scenarios
Requirements
- Fundamental knowledge of CRM principles
- Awareness of standard customer service workflows
Target Audience
- Customer service specialists
- CRM system administrators
- Business analysts
