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Duration 14 hours
Course Outline
Introduction to Dynamics 365 Customer Service
- Overview of the Dynamics 365 ecosystem
- Introductory exploration of the Dynamics 365 Customer Service module
Configuration of Dynamics 365 Customer Service
- Setting up the service environment
- Defining users, roles, and access permissions
- Personalizing the service dashboard
Oversight of Customer Interactions
- Establishing and maintaining customer records
- Monitoring customer communication channels
- Leveraging the Customer Service Hub
Case Administration
- Generating and handling support cases
- Distributing and routing case assignments
- Finalizing and closing case resolutions
Knowledge Administration
- Developing and curating knowledge articles
- Applying the knowledge base to resolve cases
- Disseminating and updating knowledge content
Service Level Agreements (SLAs) and Entitlements
- Establishing SLA parameters
- Managing customer entitlements
- Monitoring and adhering to service commitments
Data and Analytics
- Utilizing dashboards and reporting tools
- Evaluating customer service performance metrics
- Detecting patterns and deriving insights
Integration and Customization
- Linking 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 implementation examples
Requirements
- A foundational understanding of CRM principles
- Basic familiarity with customer service workflows
Intended Audience
- Customer service specialists
- CRM system administrators
- Business analysts
