Dynamics 365 for customer engagement for customer service

This 1-day course provides covers features of the customer service app inlcuding an overview of customer service in Dynamics 365, managing cases, service level agreements and entitlements, and knowledge management.

The details for this course are taken from https://www.microsoft.com/en-us/learning/course.aspx?cid=MB-230T01. 

You will receive digital access to the Microsoft course materials.

Outline

Module 1: Customer Service Overview

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

• Create case records
• Related service apps
• Analytics for service
• AI for service
• Configuring customer service
• 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 you will learn how to open and resolve customer service cases, both manually and with automation.

• Case management overview
• Creating case records
• Queue management
• Case routing
• Resolving cases
• Module summary

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

• SLA and entitlement overview
• Create and manage entitlements
• Create and manage SLAs
• Module summary

After completing this module, you will be able to:

• Create and use service level agreements
• Create and use entitlements

Module 4: Knowledge Management

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

• Knowledge management overview
• Authoring and organizing
• Use knowledge content
• Manage knowledge content
• Module summary

After completing this module, you will be able to:

• Create and manage knowledge content

Is this course for me?

This course is aimed at those wanting to become a Dynamics 365 for Customer Service Functional Consultant Associate and helps you prepare for the Microsoft Dynamics 365 for Customer Service exam (MB-230).

Have a look at our certifications page for more details.