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Explore the fundamentals of Microsoft Dynamics 365 Customer Service

Offered By: Microsoft via Microsoft Learn

Tags

Microsoft Dynamics Courses Microsoft Dataverse Courses Knowledge Management Courses Customer Engagement Courses Service Level Agreements Courses Remote Device Management Courses Business Process Flows Courses

Course Description

Overview

  • Module 1: Get introduced to the customer engagement apps

    • After completing this module, you will be able to:

    • Explain customer engagement
    • Describe Microsoft Dataverse
    • List the Dynamics 365 customer engagement apps
    • Describe the common components and features of the Dynamics 365 customer engagement apps
  • Module 2: Explore Dynamics 365 Customer Service

    • After completing this module, you will be able to:

    • Describe customer service strategies
    • Explain key industry and application terminology
    • Get started with Dynamics 365 Customer Service
  • Module 3: Describe Dynamics 365 Customer Service components

    • After completing this module, you will be able to:

    • Create and route cases in Dynamics 365 Customer Service
    • Describe knowledge management capabilities in Dynamics 365 Customer Service
    • Describe case management in Dynamics 365 Customer Service
  • Module 4: Review other customer service apps

    • After completing this module, you will be able to:

    • Describe Omnichannel for Customer Service
    • Discuss when and how to leverage Customer Service Insights
    • Explain customer service scheduling
    • Describe Connected Customer Service

Syllabus

  • Module 1: Get introduced to the customer engagement apps
    • Introduction
    • Define customer engagement
    • Describe Microsoft Dataverse
    • Examine the customer engagement apps
    • Work with customers and activities
    • Explain how to search and filter data
    • Examine the product catalog
    • Review integration technologies and use cases
    • Examine out-of-the-box reporting capabilities
    • Knowledge check
    • Summary
  • Module 2: Explore Dynamics 365 Customer Service
    • Introduction
    • Describe customer service
    • Explain key customer service terminology
    • Get introduced to Dynamics 365 Customer Service
    • Knowledge check
    • Summary
  • Module 3: Describe Dynamics 365 Customer Service components
    • Introduction
    • Describe the case lifecycle
    • Create and route cases
    • Describe knowledge management in Dynamics 365 Customer Service
    • Explain case management in Dynamics 365 Customer Service
    • Examine how to use business process flows in Dynamics 365 Customer Service
    • Describe service-level agreements
    • Knowledge check
    • Summary
  • Module 4: Review other customer service apps
    • Introduction
    • Get introduced to additional Dynamics 365 Customer Service apps
    • Learn how to use Customer Service Scheduling
    • View remote device management with Connected Customer Service
    • View how to use Omnichannel for Customer Service
    • Explore Customer Service Workspace
    • View the capabilities of Dynamics 365 Customer Service Insights
    • Knowledge check
    • Summary

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