Learning Microsoft Dynamics for Customer Service

Learn the fundamentals of how to deploy, manage, and use Microsoft Dynamics 365 Customer Service.

Introduction

• Discover Dynamics 365 Customer Service
• Understanding Dynamics 365 customization

1. Dynamics 365 Customer Service: The Basics

• What is Dynamics 365 Customer Service?
• Navigating in Dynamics 365
• Access and sorting records and views
• Use quick create to create a new record
• Build queries with Advanced Find
• Work with search in Dynamics 365
• End-user personalization options
• Customer Service Hub vs. Customer Service workspace

2. Case Management

• What is a case?
• Various ways cases can be created
• Streamline processes with business process flows
• Using the timeline to track activities and notes to a case

3. Service Level Agreements and Entitlements

• Service level agreement administration
• Using service level agreement with cases
• Entitlements in case management

4. Knowledge Articles

• Managing knowledge articles
• Using knowledge articles with cases
• Using knowledge search

5. Queue Management

• Managing queues
• Routing rules and assignment

6. Reporting and Analytics in Dynamics 365

• Charts and dashboards
• Interactive dashboards
• Customer Service historical analytics
• Excel templates

Conclusion

• Learn more about Dynamics 365 Customer Service