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 time to dedicate where a greater impact can be made, directly with customers. Our team of globally recognized experts take students step by step, from creating cases, to interacting with customers, to resolving those cases. Once those cases are resolved.
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Description
- Module 1:
- Customer Service Overview In this module students will learn the basics of customer service in Dynamics 365. Students will install and configure the application, as well as learn about security roles, related applications, and analytics.
- Module 2:
- Case Management In this module students will learn how to open and resolve customer service cases, both manually and with automation.
- Module 3:
- Service Level Agreements and Entitlements In this module students will learn how to define and use entitlements and entitlement templates, as well as service level agreements and how these tools enable case resolution.
- Module 4:
- Knowledge Management In this module students will learn how to create and use knowledge management. Additionally, students will learn the lifecycle of knowledge articles.
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
Audience
This course is designed for IT or marketing professionals who want to learn how to leverage Dynamics 365 Marketing for businesses.