Customer service is a key aspect of any customer relationship management strategy. Microsoft Dynamics 365 for Customer Service has many features that organizations can use to manage the services they provide to customers.
Skills Gained
- 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
Price: $2500
Level
Workplace - Job Role Training - Level 2
Effort
1 full (8 hour) day
Prerequisites
Yes there are prerequisites
Participants
5 Minimum
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.
Modules
Module Agenda:
- Customer Service overview
- Related service apps
- Configuring Customer Service
- Surveys with Forms Pro
- Analytics and insights
Module Agenda:
- Case management overview
- Creating case records
- Queue management
- Case routing
- Resolving cases
Module Agenda:
- SLA and entitlement overview
- Create and manage entitlements
- Create and manage SLAs
Module Agenda:
- Knowledge management overview
- Authoring and organizing
- Use knowledge content
- Manage knowledge content
Registration
