Microsoft Dynamics 365 Customer Service Training Course
Microsoft Dynamics 365 Customer Service is a CRM module that helps organizations provide efficient and effective customer support. It enables customer service teams to manage cases, resolve issues, and provide a seamless customer experience.
This instructor-led, live training (online or onsite) is aimed at beginner-level to intermediate-level participants who wish to enhance their customer service operations using Dynamics 365 Customer Service.
By the end of this training, participants will be able to:
- Understand the core features and functionalities of Dynamics 365 Customer Service.
- Set up and configure the D365 Customer Service environment.
- Manage customer interactions and cases efficiently.
- Utilize analytics to improve service delivery.
- Integrate Dynamics 365 Customer Service with other Microsoft applications.
Format of the Course
- Interactive lecture and discussion.
- Lots of exercises and practice.
- Hands-on implementation in a live-lab environment.
Course Customization Options
- To request a customized training for this course, please contact us to arrange.
Course Outline
Introduction to Dynamics 365 Customer Service
- Overview of Dynamics 365 ecosystem
- Introduction to Dynamics 365 Customer Service module
Setting Up Dynamics 365 Customer Service
- Configuring the service environment
- Setting up users, roles, and permissions
- Customizing the service dashboard
Managing Customer Interactions
- Creating and managing customer records
- Tracking customer communications
- Utilizing the Customer Service Hub
Case Management
- Creating and managing cases
- Assigning and routing cases
- Resolving and closing cases
Knowledge Management
- Creating and managing knowledge articles
- Using the knowledge base for case resolution
- Publishing and maintaining knowledge content
Service Level Agreements (SLAs) and Entitlements
- Setting up SLAs
- Managing entitlements
- Tracking and enforcing service commitments
Data and Analytics
- Using dashboards and reports
- Analyzing customer service performance
- Identifying trends and insights
Integration and Customization
- Integrating with Microsoft Outlook and Teams
- Customizing entities and fields
- Extending functionality with Power Platform
Best Practices and Case Studies
- Implementing best practices for customer service management
- Reviewing real-world case studies
Summary and Next Steps
Requirements
- Basic understanding of CRM concepts
- Familiarity with customer service processes
Audience
- Customer service professionals
- CRM administrators
- Business analysts
Open Training Courses require 5+ participants.
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Testimonials (1)
I learnt that we underutilize the system we work on and enjoyed every apsect.
Tracy Rehman - Financial Planning Institute
Course - Microsoft Dynamics 365 Customer Insights (MB-220)
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