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Work with entitlements and service level agreements in Dynamics 365 Customer Service

Offered By: Microsoft via Microsoft Learn

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Microsoft Dynamics Courses Key Performance Indicators (KPIs) Courses

Course Description

Overview

  • Module 1: This module will focus on Microsoft Dynamics 365 entitlements and how they're used to define and track information about support contracts. It includes information about creating and defining entitlements, setting up entitlement terms and types, defining related records, and managing the entitlement lifecycle.

    • In this module, you will:

    • Create and define entitlement records
    • Control when an entitlement is applied
    • Define specific entitlement terms and supported channels
    • Define entitlements that are product-specific or contact-specific
    • Work with multiple entitlement records for a specific customer
    • Use entitlement templates to quickly create new entitlements
  • Module 2: Learn how to work with SLAs to manage KPIs in Dynamics 365 Customer Service.

    • In this module, you will:

    • Determine which KPIs are being measured with SLAs
    • Define Business Closures and Working Hours
    • Create SLAs including triggering conditions, and actions
    • Build SLA Items
    • Define custom KPIs
    • Enable SLAs for multiple entities
    • Manage SLAs for an organization

Syllabus

  • Module 1: Create and manage entitlements in Microsoft Dynamics 365 Customer Service
    • Overview of entitlements
    • Create entitlement records
    • Work with entitlement channels
    • Other considerations
    • Exercise - Manage support contracts by using entitlements
    • Define entitlement templates
    • Check your knowledge
    • Summary
  • Module 2: Manage Service Level Agreements with Dynamics 365 Customer Service
    • Overview of service level agreements (SLAs)
    • Business closures and working hours
    • Create service level agreements (SLAs)
    • Define service level agreement (SLA) details
    • Define custom key performance indicators (KPIs)
    • Manage service level agreements (SLAs)
    • Exercise - Manage key performance indicators (KPIs) by using service level agreements (SLAs)
    • Dynamics 365 Service Level Agreements
    • Summary

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