Level: Intermediate
Course Duration: 3 Days
Training Mode: Instructor-led training
Identify common customer service scenarios
Complete a case resolution process
Analyze customer service data
Automate case management record processing
Create and use knowledge articles
Create and use entitlements and service level agreements
Work with Omnichannel
Work with Connected Customer Service
Work with Customer Service Scheduling
Work with Customer Service Insights
Microsoft Dynamics 365 Customer Service offers any organization an opportunity for customer success. Using tools such as automatic case creation and queue management frees up your time to dedicate it where you can have a greater impact, directly with your customers.
Join our team of globally recognized experts as they take you step by step from creating cases to interacting with customers to resolving those cases. Once you’ve resolved those cases you can learn from data analysis the key details to help you resolve similar cases faster or avoid new issues altogether.
A Dynamics 365 Customer Engagement Functional Consultant is responsible for performing discovery, capturing requirements, engaging subject matter experts and stakeholders, translating requirements, and configuring the solution and applications. The Functional Consultant implements a solution using out of the box capabilities, codeless extensibility, application and service integrations.
Job role: Functional Consultant
Preparation for exam: MB-230
This course is designed for functional consultants working with Dynamics 365 Customer Service, or functional consultants who work with other Dynamics 365 apps who want to expand their knowledge of Customer Service.
Module 1: Customer Service Overview
In this module you will learn the basics of customer service in Dynamics 365. We 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
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 you 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
After completing this module, you 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 you 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
After completing this module, you will be able to:
Create and use service level agreements.
Create and use entitlements.
Module 4: Knowledge Management
In this module you will learn how to create and use knowledge management. Additionally, you 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
After completing this module, you will be able to:
Create and manage knowledge content.
Module 5: Omnichannel
In this module, you will learn how to work with Omnichannel for Dynamics 365 Customer Service.
Lessons
Lesson 1: Get Started
Lesson 2: Entity record routing
Lesson 3: Routing and work distribution
Lesson 4: Configure message channels
Lesson 5: Deploy chat widgets
Lesson 6: Create smart assist solutions
Lesson 7: Integrate a Power Virtual Agents bot
Lesson 8: Productivity tools
Module 6: Customer Service Scheduling
In this module, you will learn how to use the Customer Service Scheduling feature in Dynamics 365 Customer Service
Lessons
Lesson 1: Getting Started with Customer Service Scheduling
Lesson 2: Configure Customer Service Scheduling
Lesson 3: Defining and working with bookable resources
Lesson 4: Working with services
Lesson 5: Working with fulfillment preferences
Lesson 6: Scheduling service activities
Lesson 7: Rescheduling service activities and substituting resources
Module 7: Connected Customer Service
In this module, you will learn how to use Dynamics 365 Connected Customer Service to take data and help execute actual business actions on the data.
Lessons
Lesson 1: Getting started with Connected Customer Service
Lesson 2: Registering devices
Lesson 3: Device management and interaction
Lesson 4: IoT alerts and sending commands
Module 8: Customer Service Insights
In this module, you will learn how to work with Customer Service Insights to use Artificial Intelligence (AI) in your Dynamics 365 Customer Service solution.
Lessons
Lesson 1: Get started with Customer Service Insights
Lesson 2: Work with Customer Service call insights
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