#Microsoft dynamics 365 customer service how to

Reactivating, Cancelling and Deleting Cases.

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. This module presents the Service Case Management Process in Microsoft Dynamics 365.

An Introduction to Service in Dynamics 365.

Examine common Customer Service Scenarios.

This module provides the attendee with an introduction to the concept of Customer Service the Microsoft Dynamics 365.

Configure Customer Service Insights and understand the Artificial Intelligence features for Customer Service in Dynamics 365.

Explore the Service Charts and Dashboards and create a custom Service Dashboard in Microsoft Dynamics 365.

Explore the Service Reports in Microsoft Dynamics 365.

Perform Case Management in the Customer Service Hub.

Effectively interact with the Customer Service Hub Interactive Filters, Visualizations and Dashboards.

#Microsoft dynamics 365 customer service how to

How to search the Knowledge Base and relate Knowledge Articles to Case records.Be familiar with the Knowledge Base approval process.Understand the process to create and manage Knowledge Articles in the Knowledge Base.How to implement a Case Routing Rules, and utilize Queue Items in Processes.How to setup and configure Queues and use QueueвЂ™s to collaborate on Cases with other CSRвЂ™s and Teams.Understand the significance of Service Level Agreements and how to create a Customer Schedule and apply SLAвЂ™s to Customer and Case records through Entitlements.Know how to assign, resolve, reactivate, cancel and delete Case records.Be able to track, manage and resolve customer service requests using Case records in Microsoft Dynamics 365 Understand the fundamentals of Case Management.Be familiar with the stages of the Service Case Management Process in Microsoft Dynamics 365.Understand the features and tools that exist in Microsoft Dynamics 365 for CSRвЂ™s and Service Managers.Navigate and explore the Customer Service Hub in Dynamics 365.After completing this course, students will be able to: