Requirements
- Before attending this course, students must have: A working knowledge of Microsoft Dynamics 365 or Microsoft Dynamics CRM OR Successful completion of the ‘Introduction to Microsoft Dynamics 365’ course
Target audiences
- 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’.
COURSE DESCRIPTION
This course provides students with a detailed hands-on experience of the Service features and components of Microsoft Dynamics 365.
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. The Interactive Service Hub and Service Analysis features such as the Service Reports, Service Goal Management, Service Charts and Dashboards are also presented in this course.
The course applies to both Business and Enterprise Editions of Dynamics 365 as well as Online and On-premise deployments.
LEARNING OUTCOMES
- Understand the features and tools that exist in Microsoft Dynamics 365 for CSR’s and Service Managers
- Be familiar with the stages of the Service Case Management Process in Microsoft Dynamics 365
- Understand the fundamentals of Case Management. Be able to track, manage and resolve customer service requests using Case records in Microsoft Dynamics 365
Course Features
- Lectures 41
- Quizzes 0
- Duration 12 hours
- Skill level Intermediate
- Language English
- Students 50
- Assessments Yes
