Dynamics 365 Customer Service

Course outline

Module 1: Customer Service Overview

In this module students will learn the basics of customer service in Dynamics 365. Students 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

Lesson 6: Module summary

• After completing this module, you will be able to:
  • Install and configure the customer service application
  • Identify common customer service scenarios

Module 2: Case Management

In this module students 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

Lesson 6: Module summary

• 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 students 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

Lesson 4: Module summary

• 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 students will learn how to create and use knowledge management. Additionally, students 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

Lesson 5: Module summary

• After completing this module, you will be able to:
  • Create and manage knowledge content