Retired: Microsoft Dynamics 365 For Customer Service 55260A - United States

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