Customer Engagement for Customer Service

Session Detail:    Classroom 1 Day

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 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 persons who are aspiring to the Microsoft 365 Enterprise Admin role and have completed one of the Microsoft 365 workload administrator certification paths.

Who Can Benefit

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.

Session Outline

Class Outline

Module 1: Customer Service Overview

  • 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

  • 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, you will be able to:

  • Open and resolve customer service cases
  • Automate case creation and routing

Module 3: Service Level Agreements and Entitlements

  • 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, you will be able to:

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

Module 4: Knowledge Management

  • 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, you will be able to:

  • Create and manage knowledge content

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Customer Engagement for Customer Service

1 Day
Classroom

$795.00

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