Thank you for sending your enquiry! One of our team members will contact you shortly.
Thank you for sending your booking! One of our team members will contact you shortly.
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
14 Hours
Delivery Options
Private Group Training
Our identity is rooted in delivering exactly what our clients need.
- Pre-course call with your trainer
- Customisation of the learning experience to achieve your goals -
- Bespoke outlines
- Practical hands-on exercises containing data / scenarios recognisable to the learners
- Training scheduled on a date of your choice
- Delivered online, onsite/classroom or hybrid by experts sharing real world experience
Private Group Prices RRP from £3800 online delivery, based on a group of 2 delegates, £1200 per additional delegate (excludes any certification / exam costs). We recommend a maximum group size of 12 for most learning events.
Contact us for an exact quote and to hear our latest promotions
Public Training
Please see our public courses
Testimonials (1)
I learnt that we underutilize the system we work on and enjoyed every apsect.
