Dynamics 365 for Customer Engagement for Customer Service Course Outline | MB230
Module 1: Customer Service Overview
In this module, students will learn the basics of customer service in Dynamics 365. Students will install and configure the application, as well as learn about security roles, related applications, and analytics.
Lessons
- Lesson 1: Create case records
- Lesson 2: Related service apps
- Lesson 3: Analytics for service
- Lesson 4: AI for service
- Lesson 5: Configuring customer service
- Lesson 6: Module summary
After completing this module, students will be able to:
- Install and configure the customer service application
- Identify common customer service scenarios
Module 2: Case Management
In this module, students will learn how to open and resolve customer service cases, both manually and with automation.
Lessons
- Lesson 1: Case management overview
- Lesson 2: Creating case records
- Lesson 3: Queue management
- Lesson 4: Case routing
- Lesson 5: Resolving cases
- Lesson 6: Module summary
After completing this module, students will be able to:
- Open and resolve customer service cases
- Automate case creation and routing
Module 3: Service Level Agreements and Entitlements
In this module, students will learn how to define and use entitlements and entitlement templates, as well as service level agreements and how these tools enable case resolution.
Lessons
- Lesson 1: SLA and entitlement overview
- Lesson 2: Create and manage entitlements
- Lesson 3: Create and manage SLAs
- Lesson 4: Module summary
After completing this module, students will be able to:
- Create and use service level agreements
- Create and use entitlements
Module 4: Knowledge Management
In this module, students will learn how to create and use knowledge management. Additionally, students will learn the lifecycle of knowledge articles.
Lessons
- Lesson 1: Knowledge management overview
- Lesson 2: Authoring and organizing
- Lesson 3: Use knowledge content
- Lesson 4: Manage knowledge content
- Lesson 5: Module summary
After completing this module, students will be able to:
- Create and manage knowledge content