Microsoft Dynamics 365 for Customer Service offers any organization an opportunity for customer success. Using tools such as automatic case creation and queue management frees up time to dedicate where a greater impact can be made, directly with customers.
Our team of globally recognized experts take students step by step, from creating cases, to interacting with customers, to resolving those cases. Once those cases are resolved, students will learn from data analysis the key details to help resolve similar cases faster or avoid new issues altogether.
This course may earn a Credly Badge.
- Price: $2,780.00
- Duration: 1 day
- Delivery Methods: Virtual
| Date | Time | Price | Option |
|---|---|---|---|
| Please contact us at info@toptalentlearning.com or 469-721-6100 for this course schedule. |
For questions call: (469) 721-6100
Why choose
TOPTALENT?
- Get assistance every step of the way from our Texas-based team, ensuring your training experience is hassle-free and aligned with your goals.
- Access an expansive range of over 3,000 training courses with a strong focus on Information Technology, Business Applications, and Leadership Development.
- Have confidence in an exceptional 95% approval rating from our students, reflecting outstanding satisfaction with our course content, program support, and overall customer service.
- Benefit from being taught by Professionally Certified Instructors with expertise in their fields and a strong commitment to making sure you learn and succeed.
Course Outline
1 – Customer Service Overview
- 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
2 – Case Management
- 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
3 – Service Level Agreements and Entitlements
- Lesson 1: SLA and entitlement overview
- Lesson 2: Create and manage entitlements
- Lesson 3: Create and manage S
4 – Knowledge Management
- Lesson 1: Knowledge management overview
- Lesson 2: Authoring and organizing
- Lesson 3: Use knowledge content
- Lesson 4: Manage knowledge content
- Lesson 5: Module summary
Learning Objectives
Install and configure the customer service app
- 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
No special instructions regarding this course’s target audience provided. Please contact us to discuss if you are unsure whether this course is for you!
No special prerequisites for this course provided. If you are unsure whether you might need to take another course first, please contact us to discuss.
