Customer Service

Session Detail:    Classroom 1 Day

This course has been updated to the October 2019 release of Dynamics 365 and the Power Platform.

This course provides students with detailed hands-on experience of the Customer Service Hub and associated features.

Attendees of this course will gain an in-depth understanding of the Service Case Management Process in Dynamics 365, including learning how to track and resolve customer requests with Case records, collaborate on issues using Queues, use Service Level Agreements (SLA) to manage service entitlements and utilize the Knowledge Base to resolve customer issues faster.

Customer Service Insights, Service Data Analysis, AI features, Service Reports, Charts and Dashboards are also presented.

For further information about this course and complimenting Dynamics 365 and Power Platform courses please contact us at www.dynamics365courses.com.

Prerequisites

  • Working knowledge of Microsoft Dynamics 365 or Microsoft Dynamics CRM OR
  • Successful completion of the Introduction to Microsoft Dynamics 365 course

Who Can Benefit

This course is intended for Customer Service Representatives (CSR), Service Managers, and End-users who have an interest in the Service components of Dynamics 365. Students should have an existing working knowledge of either Microsoft Dynamics 365 or Microsoft Dynamics CRM. As a minimum, students should attend the prerequisite course Introduction to Microsoft Dynamics 365.

Session Outline

Class Outline

Module 1: Introduction

  • Lesson 1: Examine common Customer Service Scenarios
  • Lesson 2: An Introduction to Service in Dynamics 365
  • Lesson 3: The Dynamics 365 Platform
  • Lesson 4: Dynamics 365 Service Fundamentals
  • Lesson 5: Security Considerations
  • Lesson 6: Where to Get Help
  • Lesson 7: Further Reading and Resources

After completing this module, students will be able to:

  • Understand the Customer Service process in regards to the Dynamics 365 Service App
  • Be familiar with the Service features of the Dynamics 365 App
  • Understand the impact of Security configuration on the Dynamics 365 Service App
  • Know where to get help when navigating and using the Dynamics 365 Service App
  • Be familiar with the further reading and resources available to users

Module 2: Case Management

  • Lesson 1: The Case Management Process
  • Lesson 2: Working with Case Records
  • Lesson 3: Working with the Case Form
  • Lesson 4: Case Assignment and Routing
  • Lesson 5: Cases and Activities
  • Lesson 6: Resolving Cases
  • Lesson 7: Reactivating, Cancelling and Deleting Cases
  • Lesson 8: Service Level Agreements

After completing this module, students will be able to:

  • Understand the Case Resolution Process in regards to the Dynamics 365 Service App
  • Know how to create, assign, manage and resolve Case Records
  • Understand the significance of related Case Activity Records
  • Work with Service Level Agreements and customer Entitlements

Module 3: Working with Queues

  • Lesson 1: Introduction to Service Queues
  • Lesson 2: Common Service Queue Scenarios
  • Lesson 3: Creating and Managing Queues
  • Lesson 4: Working with Queue Items
  • Lesson 5: Case Routing Rules
  • Lesson 6: Processes and Queues

After completing this module, students will be able to:

  • Understand the benefits of Queues and how they are used within the Case Resolution Process
  • Add records to Queues and manage Queue Items
  • Implement Case Routing Rules to automate Case assignment
  • Automate Queue Item management using Processes

Module 4: Using the Knowledge Base

  • Lesson 1: Introduction to the Knowledge Base
  • Lesson 2: Knowledge Base Concepts
  • Lesson 3: Working with Articles
  • Lesson 4: Searching the Knowledge Base
  • Lesson 5: Email a Knowledge Article

After completing this module, students will be able to:

  • Work with the Knowledge Base in Dynamics 365
  • Create and manage Knowledge Base Articles and Article Templates
  • Be familiar with the Article Approval Proces
  • Search the Knowledge Base to resolve a Case Record
  • Email an Article to a Customer to resolve a Case Record

Module 5: The Interactive Service Hub

  • Lesson 1: Introduction to the Interactive Service Hub
  • Lesson 2: The Tier 1 Dashboard
  • Lesson 3: The Tier 2 Dashboard
  • Lesson 4: The My Knowledge Dashboard
  • Lesson 5: The Knowledge Manager Dashboard
  • Lesson 6: Working with Cases in the Hub
  • Lesson 7: Working with Knowledge Articles in the Hub
  • Lesson 8: Working with Visualizations and Filters in the Hub

After completing this module, students will be able to:

  • Be familiar with the Interactive Service Hub in Dynamics 365
  • Interact with the Interactive Service Hub Dashboards, Streams, Indicators and Filters
  • Manage Case Records through the Interactive Service Hub
  • Work with Knowledge Base Articles through the Interactive Service Hub

Module 6: Service Analysis

  • Lesson 1: Introduction to Service Analysis in Dynamics 365
  • Lesson 2: The Service Reports
  • Lesson 3: The Reporting Wizard
  • Lesson 4: Working with Service Charts
  • Lesson 5: Working with Service Dashboards
  • Lesson 6: Working with Service Goals and Metrics

After completing this module, students will be able to:

  • Understand the different ways to analyze Service data in Dynamics 365
  • Work with the out of the box Service Reports in Dynamics 365
  • Create a custom Service report using the Reporting Wizard
  • Work with the Service Charts and Dashboards
  • Create Service Goals and KPI Visualizations in Dynamics 365

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DateTimeTypePriceAdd To Cart

Customer Service

1 Day
Classroom

$295.00

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