Microsoft Dynamics 365 Customer Service offers any organization an opportunity for customer success. Using tools such as automatic case creation and queue management frees up your time to dedicate it where you can have a greater impact, directly with your customers. Join our team of globally recognized experts as they take you to step by step from creating cases to interacting with customers to resolving those cases. Once you’ve resolved those cases you can learn from data analysis the key details to help you resolve similar cases faster or avoid new issues altogether.
Prerequisites
This course is designed for functional consultants working with Dynamics 365 Customer Service, or functional consultants who work with other Dynamics 365 apps who want to expand their knowledge of Customer Service
Skills gained
- Install and configure the customer service app
- Identify common customer service scenarios
- Complete a case resolution process
Course outline
Module 1: Customer Service Overview
Module 2: Case Management
Module 3: Service Level Agreements and Entitlements
Module 4: Knowledge Management
Module 5: Omnichannel
Module 6: Customer Service Scheduling
Module 7: Connected Customer Service
Module 8: Customer Service Insights
Course Features
- Lectures 0
- Quizzes 0
- Duration 25 hours
- Skill level Intermediate
- Language English
- Students 15
- Assessments Yes
