This module presents the Service Case Management Process in Microsoft Dynamics 365. We also examine the various stages a Case record can go through during its lifespan, and how Service Level Agreements can be used with Cases to define and track Service Entitlements.

Lessons

The 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 1: Working with Cases

Create a Case record

Assign a Case record

Resolve a Case record

Reactivate a Case record

Cancel a Case record

Lab 2: Service Level Agreements and Cases

Crate 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

This module presents the concepts of Service Queues in Microsoft Dynamics 365. We examine common Service scenarios where Queues can be useful, and step through the process to create and manage Queues. We also look at how Workflow and Routing Rules can automate Case assignment using Queues.

Lessons

Introduction to Service Queues

Common Service Queue Scenarios

Creating and Managing Queues

Working with Queue Items

Case Routing Rules

Processes and Queues

Lab 1: Create a Case Routing Queue

Creating Queues

Create a Case Routing Rule

Route a Case to a Queue

Working with Queues and Queue Items

Lab 1: Using the Customer Service Hub

Explore the Case Charts

Create a custom Service Chart

Explore the Service Dashboards

Create a custom Service Dashboard

Lab 1: Explore the Service Reports

Explore the Case Charts

Create a custom Service Chart

Explore the Service Dashboards

Create a custom Service Dashboard

Lab 2: Explore the Service Charts and Dashboards

Explore the Case Charts

Create a custom Service Chart

Explore the Service Dashboards

Create a custom Service Dashboard

Lab 3: Explore Customer Service Insights

Configure Customer Service Insights 

Working with Customer Service Insights Dashboards

Working with Customer Service Insights Dashboard Filters

Working with Customer Service Insights Visualizations

Working with Customer Service Insights Topics

A: There are no specific prerequisites for this training program. However, a basic understanding of customer service principles and familiarity with Microsoft Office applications would be beneficial.

A: During the course, you will learn how to navigate and utilize the customer service module in Microsoft Dynamics 365. You will gain hands-on experience in managing customer cases, creating and maintaining a knowledge base, and implementing service level agreements. The training also covers customer relationship management techniques and strategies for providing exceptional customer service using Dynamics 365.

A: Absolutely! The skills and knowledge gained from this training are directly applicable to real-world customer service scenarios. You will learn how to effectively manage customer cases, leverage the knowledge base, and implement service level agreements using Microsoft Dynamics 365 for Customer Service. This will enable you to provide exceptional customer service and improve customer satisfaction.

A: Yes, interactive participation is encouraged during the training. You can ask questions, seek clarification, and engage in discussions with the instructor and other participants. This will enhance your learning experience and enable you to gain deeper insights into Microsoft Dynamics 365 for Customer Service.