Module 1: Introduction
This module provides the attendee with an introduction to the concept of Customer Service the Microsoft Dynamics 365.
Lessons
- Examine common Customer Service Scenarios
- An Introduction to Service in Dynamics 365
- The Dynamics 365 Platform
- Dynamics 365 Service Fundamentals
- Security Considerations
- Where to get Help
Further Reading and Resources
Module 2: Case Management
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
Module 3: Working with Queues
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
Module 4: The Customer Service Hub
This module presents how CSR’s and Service Managers can benefit from the features provided by the Customer Service Hub. We look at the rich controls and dynamic streams of information presented by this alternative interface to Microsoft Dynamics 365. Finally, we look at the alternative approaches to Case management, Knowledge Articles and tracking Service information.
Lessons
- Introduction the Customer Service Hub
- The Tier 1 Dashboard
- The Tier 2 Dashboard
- The My Knowledge Dashboard
- The Knowledge Manager Dashboard
- Working with Cases in the Hub
- Working with Knowledge Articles in the Hub
- Working with Visualizations and Filters in the Hub
Module 5: Service Insights and Analysis
This module looks at the different methods available to analyse service information that is stored in Microsoft Dynamics 365. We look at the out of the box Service Reports, Charts and Dashboards. This module also demonstrates the Chart and Dashboard designer. Finally, the Customer Service Insights App is presented to showcase the Artificial Intelligence features in Dynamics 365.
Lessons
- Introduction to Service Analysis in Dynamics 365
- The Service Reports
- Working with Service Charts
- Working with Service Dashboards
- Working with Artificial Intelligence and Customer Service Insights