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Course Information

Microsoft Dynamics 365 for Customer Service 55260A​ Course Outline

Module 1: Introduction

  • Examine Common Customer Service Scenarios
  • An Introduction to Service in Dynamics 365
  • Dynamics 365 Platform
  • Dynamics 365 Service Fundamentals
  • Security Considerations
  • Where to Get Help
  • Further Reading and Resources

Lab: Service in Dynamics 365 Orientation

  • Explore the Service Features in Dynamics 365

Module 2: Case Management

  • Case Management Process
  • Working with Case Records
  • Working with the Case Form
  • Case Assignment and Routing
  • Cases and Activities
  • Resolving Cases
  • Reactivating, Cancelling and Deleting Cases
  • Service Level Agreements

Lab: Working with Cases

  • Create a Case Record
  • Assign a Case Record
  • Resolve a Case Record
  • Reactivate a Case Record
  • Cancel a Case Record

Lab: Service Level Agreements and Cases

  • Create a Customer Schedule for the SLA
  • Create a New Service Level Agreement
  • Activate a Service Level Agreement
  • Create an Entitlement
  • Relate a Case to a Service Level Agreement

Module 3: Working with Queues

  • Introduction to Service Queues
  • Common Service Queue Scenarios
  • Creating and Managing Queues
  • Working with Queue Items
  • Case Routing Rules
  • Processes and Queues

Lab: Create a Case Routing Queue

  • Creating Queues
  • Create a Case Routing Rule
  • Route a Case to a Queue
  • Working with Queues and Queue Items

Module 4: Using the Knowledge Base

  • Introduction to the Knowledge Base
  • Knowledge Base Concepts
  • Working with Articles
  • Searching the Knowledge Base
  • Email a Knowledge Article

Lab: Create Knowledge Base Articles

  • Create an Article Template
  • Update the Subject Tree
  • Create a New Knowledge Base Article
  • Submit a Knowledge Base Article for Approval
  • Reject a Knowledge Base Article
  • Approve a Knowledge Base Article

Lab: Create a Case and Interact with the Knowledge Base

  • Create a New Case
  • Relate a Knowledge Base Article to a Case
  • Email a Knowledge Base Article to a Customer

Module 5: Interactive Service Hub

  • Introduction the Interactive Service Hub
  • Tier 1 Dashboard
  • Tier 2 Dashboard
  • My Knowledge Dashboard
  • Knowledge Manager Dashboard
  • Working with Cases in the Hub
  • Working with Knowledge Articles in the Hub
  • Working with Visualisations and Filters in the Hub

Lab: Using the Interactive Service Hub

  • Explore the Interactive Service Hub
  • Manage Streams in the Interactive Service Hub
  • Resolve a Case in the Interactive Service Hub
  • Create a KB Article in the Interactive Service Hub
  • Manage KB Articles in the Interactive Service Hub
  • Relating a Case to an Interactive Service Hub KB Article

Module 6: Service Analysis

  • Introduction to Service Analysis in Dynamics 365
  • Service Reports
  • Reporting Wizard
  • Working with Service Charts
  • Working with Service Dashboards
  • Working with Service Goals and Metrics

Lab: Explore the Service Reports

  • Exploring the Case Summary Table Report
  • Exploring the Neglected Cases Report

Lab: Service Goals and Metrics

  • Create Goals for the Service Team
  • Create a Personal View
  • View Sales Goals and Chart

Lab: Explore the Service Charts and Dashboards

  • Explore the Case Charts
  • Create a Custom Service Chart
  • Explore the Service Dashboards
  • Create a Custom Service Dashboard

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Prerequisites

In this Microsoft Dynamics 365 for Customer Service 55260A training course, there are no formal prerequisites.

Audience

This training course is ideal for anyone who wants to attain in-depth knowledge about the service components of Dynamic 365. However, it will be more beneficial for:

  • Customer Service Representatives (CSR)
  • Service Managers
  • End-Users

Microsoft Dynamics 365 for Customer Service 55260A​ Course Overview

Microsoft Dynamics 365 for Customer Service training course will provide you with a hands-on experience of the service's features and components of Microsoft Dynamics 365. Pursuing this Microsoft Dynamics 365 for Customer Service training course enables the delegates to understand the service case management process in Dynamics 365. It will give elaborated information to track and resolve customer requests with cash records and usage of Service Level Agreements to handle service entitlements and utilise the Knowledge Base to resolve customer issues faster. This obtained information will lead you to attain many greater designations such as senior technical lead, dynamics CRM developer, Microsoft dynamics, data engineer, salesforce marketing cloud application developer, and many other job titles.

The Knowledge Academy’s 1-day Microsoft Dynamics 365 for Customer Service 55260A is sketched for the delegates to examine common customer service scenarios. Delegates will obtain insights into dynamics 365 service fundamentals to boost the efficiency of marketing, sales, and customer service teams. During this training course, delegates will also gain an understanding of tracking, managing and resolving customer service requests using case records in Microsoft Dynamics 365.

It also accommodates the delegates with various knowledgeable concepts to increase their calibre, such as:

  • Case assignment and routing
  • Cases and activities
  • Case routing rules
  • Processes and queues
  • Knowledge base concepts
  • Working with articles

At the end of this training course, delegates will gain a comprehensive acquaintance about the case management process. Delegates will also be able to create a new service level agreement and reactivate, cancel and delete cases. Our highly expert trainer with abundant knowledge has curated this training course to recognise the foundations of case management and case records in Microsoft Dynamics 365 used to track, manage, and handle customer care requests.

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  • Delegate pack consisting of course notes and exercises
  • Manual
  • Experienced Instructor

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Why choose us

Ways to take this course

Our easy to use Virtual platform allows you to sit the course from home with a live instructor. You will follow the same schedule as the classroom course, and will be able to interact with the trainer and other delegates.

Our fully interactive online training platform is compatible across all devices and can be accessed from anywhere, at any time. All our online courses come with a standard 90 days access that can be extended upon request. Our expert trainers are constantly on hand to help you with any questions which may arise.

What our customers are saying

Frequently asked questions

FAQ's

Microsoft 365 is a subscription-based development of Microsoft Office that includes classic apps such as Word, Excel and new capabilities.
In this Microsoft Dynamics 365 for Customer Service 55260A training course, there are no formal prerequisites.
This training course is ideal for anyone who wants to attain in-depth knowledge about the service components of Dynamic 365.
It gives the ability to work remotely, provides a subscription-based model for scalable business growth, streamlined business collaboration, simplified virtual communication, reduced software expenses, etc., are the fringe benefits of Microsoft 365.
ursuing this Microsoft Dynamics 365 for Customer Service 55260A training course will help you to attain many greater designations such as senior technical lead, dynamics CRM developer, Microsoft dynamics, data engineer, salesforce marketing cloud application developer, and many other designations.
Pursuing from this Microsoft Dynamics 365 for Customer Service 55260A training course will lead you to acquire knowledge about dynamics 365 service fundamentals, working with service charts, working with knowledge articles in the hub, creating and managing queues, knowledge manager dashboard, reporting wizard, service analysis in dynamics 365, and many other knowledgeable concepts.
The price for Retired: Microsoft Dynamics 365 for Customer Service 55260A certification in Canada starts from CAD5395
The Knowledge Academy is the Leading global training provider in the world for Retired: Microsoft Dynamics 365 for Customer Service 55260A.

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High quality resources

Resources are included for a comprehensive learning experience.

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"Really good course and well organised. Trainer was great with a sense of humour - his experience allowed a free flowing course, structured to help you gain as much information & relevant experience whilst helping prepare you for the exam"

Joshua Davies, Thames Water

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