Dynamics 365 Customer Service Training

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Course Details

Title: T4D106 - Dynamics 365 Customer Service Fast Track
Duration: 2 days
Price: £1100 + VAT

Please note: course content subject to change

About this Course:
This course takes an accelerated approach to covering all the major aspects of Microsoft Dynamics 365 Customer Service.

Audience Profile
This course is intended for individuals that plan to implement, use, maintain, or support Dynamics 365 for Customer Service in their organization. The training is intended any individuals focused on utilising Dynamics 365, including customer service representatives, service schedulers, administrators, office managers, CEOs, and consultants who want to gain a full and complete knowledge of Dynamics 365's adaptability and functionality for specific and general business requirements

Course Outline

Customer Service

Module 1: Services Management
- Customer Scenarios
- Understanding Basic Record Types

Module 2: Case Management
- Creating a Case
- Understanding the Case Resolution Process
- Examine the Impact of Activities and the Procedure for using Knowledge Base
- Configure the Subject Tree and associate Subjects with Cases
- Understand Advanced Configuration Options Related to Case Management

Module 3: Knowledge Articles
- Create, Activate, Deactivate and Delete Knowledge Article Templates
- Examine the complete Process of Creating, Editing and Publishing Knowledge Articles
- Search for Articles Through the Service Module
- Search for Articles from within a Case Records
- Utilise Knowledge Articles to Assist in Resolving a Case

Module 4: Queue Management
- Understand and Explain the Differences and Details of Default/System Queues and Personal Queues
- Create and Maintain Queues and Queue Items
- Understand and Work with Routing Queue Items, Include Adding, Working on and Releasing

Module 5: Entitlements and Service Level Agreements
- Explain Service Level Agreement and How to Associate them with Entitlements
- Explain the Components of Entitlements
- Create and Manage Entitlements and Entitlement Templates
- Explain Entitlement Channels and how they Affect the Entitlements
- Explain how Product and Contacts can be added to an Entitlement and what this does to the Entitlement
- Associate Entitlements with Cases and Explain case Resolution when Entitlement are used

Module 6: Service Scheduling
- Understand Common Scenarios when the service scheduling module can apply
- Define and understand the context of basic Elements of the Service Scheduling model
- Identify the Role and Importance of the Service Activity, Scheduling engine and Scheduling Process
- Demonstrate how to Create and Modify Services and Selection Rules for the resources required to perform a service activity

Module 7: Reporting and Analysis
- Common Measurements used to Analyse Dynamics Success
- Explore Creating Goals Within the Application
- Review the Available Analysis Tools within Dynamics 365
- Demonstrate and use Advanced Find Queries
- Design and Create Charts
- Implement Goals for Employees within the Application

Module 8: Goal Management
- Explore Goal Metrics, Targets and Owners
- Using Parent Goals
- Discuss the difference between 'actual' and 'in progress' Targets
- Using Roll-up Queries

Module 9: Service Extension
- Interactive Service Hub
- Unified Service Desk
- Field One

Module 10: Introduction to Field Services
- Service Agreements
- Schedule and Dispatch
- Inventory Management
- Mobile enhancements
- Connected Pro-Active Service
- 360 degree view of Customer Service

Module 11: Unified Service Desk
- Installation with Sample Data
- Configuration overview
- Hosted Controls
- UII Actions and Action Calls
- Toolbars to launch Action Calls
- Events
- Replacement Parameters and Data Parameters
- Debugging and basic troubleshooting, and testing

Module 12: Voice Of The Customer
- Installation and configuration
- Designing Surveys
- Responses and Feedbacks
- Creating and maintaining survey Pages, and elements
- Customize interactions using response routing
- Personalize Surveys with Piped data

Module 13: What's new in Dynamics 365 for Customer Service teams
- Linking O365 to D365 groups
- Editable grids
- Searching (relevance, categorised, quick, advanced)
- Visual Designer
- Organisation Insights
- Learning Path
- Relationship Insights
- Lists, Views and Charts to Obtain Important Information
- Customer Communications
- Service Intelligence
- Self Service Portals
- Power BI (core integration)

Before attending this course, students must have:
• General knowledge of Microsoft Windows.
• General knowledge of Microsoft Office.