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Course #:MB-230T01

Dynamics 365 for customer engagement for customer service Training

Microsoft Dynamics 365 for Customer Service offers any organization an opportunity for customer success. Using tools such as automatic case creation and queue management frees up time to dedicate where a greater impact can be made, directly with customers.

Our team of globally recognized experts take students step by step, from creating cases, to interacting with customers, to resolving those cases. Once those cases are resolved, students will learn from data analysis the key details to help resolve similar cases faster or avoid new issues altogether.

Topics

Install and configure the customer service app

Identify common customer service scenarios

Complete a case resolution process

Analyze customer service data

Automate case management record processing

Create and use knowledge articles

Create and use entitlements and service level agreements

Audience

A Dynamics 365 Customer Engagement Functional Consultant is responsible for performing discovery, capturing requirements, engaging subject matter experts and stakeholders, translating requirements, and configuring the solution and applications. The Functional Consultant implements a solution using out-of-the-box capabilities, codeless extensibility, application, and service integrations.

Prerequisites

This course is designed for persons who are aspiring to the Microsoft 365 Enterprise Admin role and have completed one of the Microsoft 365 work load administrator certification paths.

Duration

One Day

Outline of Dynamics 365 for customer engagement for customer service Training

Module 1: Customer Service Overview

In this module students will learn the basics of customer service in Dynamics 365. Students will install and configure the application, as well as learn about security roles, related applications, and analytics.

 

Lessons

Lesson 1: Create case records

Lesson 2: Related service apps

Lesson 3: Analytics for service

Lesson 4: AI for service

Lesson 5: Configuring customer service

Lesson 6: Module summary

After completing this module, students will be able to:

 

Install and configure the customer service application

Identify common customer service scenarios

Module 2: Case Management

In this module students will learn how to open and resolve customer service cases, both manually and with automation.

 

Lessons

Lesson 1: Case management overview

Lesson 2: Creating case records

Lesson 3: Queue management

Lesson 4: Case routing

Lesson 5: Resolving cases

Lesson 6: Module summary

After completing this module, students will be able to:

 

Open and resolve customer service cases

Automate case creation and routing

Module 3: Service Level Agreements and Entitlements

In this module students will learn how to define and use entitlements and entitlement templates, as well as service level agreements and how these tools enable case resolution.

 

Lessons

Lesson 1: SLA and entitlement overview

Lesson 2: Create and manage entitlements

Lesson 3: Create and manage SLAs

Lesson 4: Module summary

After completing this module, students will be able to:

 

Create and use service level agreements

Create and use entitlements

Module 4: Knowledge Management

In this module students will learn how to create and use knowledge management. Additionally, students will learn the lifecycle of knowledge articles.

 

Lessons

Lesson 1: Knowledge management overview

Lesson 2: Authoring and organizing

Lesson 3: Use knowledge content

Lesson 4: Manage knowledge content

Lesson 5: Module summary

After completing this module, students will be able to:

 

Create and manage knowledge content

We regularly offer classes in these and other cities. Atlanta, Austin, Baltimore, Calgary, Chicago, Cleveland, Dallas, Denver, Detroit, Houston, Jacksonville, Miami, Montreal, New York City, Orlando, Ottawa, Philadelphia, Phoenix, Pittsburgh, Seattle, Toronto, Vancouver, Washington DC.
US Inquiries / 1.877.517.6540
Canadian Inquiries / 1.877.812.8887