Microsoft Dynamics 365 Customer Service

• Basic understanding of CRM concepts
• Familiarity with customer service processes

Audience

• Customer service professionals
• CRM administrators
• Business analysts

Microsoft Dynamics 365 Customer Service is a CRM module that helps organizations provide efficient and effective customer support. It enables customer service teams to manage cases, resolve issues, and provide a seamless customer experience.

This instructor-led, live training (online or onsite) is aimed at beginner-level to intermediate-level participants who wish to enhance their customer service operations using Dynamics 365 Customer Service.

By the end of this training, participants will be able to:

• Understand the core features and functionalities of Dynamics 365 Customer Service.
• Set up and configure the D365 Customer Service environment.
• Manage customer interactions and cases efficiently.
• Utilize analytics to improve service delivery.
• Integrate Dynamics 365 Customer Service with other Microsoft applications.

Format of the Course

• Interactive lecture and discussion.
• Lots of exercises and practice.
• Hands-on implementation in a live-lab environment.

Course Customization Options

• To request a customized training for this course, please contact us to arrange.

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