Dynamics 365 Customer Service Workshop (CRM)
Course Description
This one-day instructor-led workshop provides students who work with Customer Service in Dynamics CRM, Plan 1 or Customer Engagement versions with the knowledge and skills to manage the Dynamics 365 (CRM) Customer Service application. Additionally, it will help individuals who develop applications work with the Dynamics 365 (CRM) Customer Service Module.
This course will help prepare you for Exam MB2-718: Microsoft Dynamics 365 for Customer Service and Exam MB-230 Microsoft Dynamics 365 for Customer Service
Audience Profile:
The primary audience for this workshop is individuals who are Power Users or Administer the Dynamics 365 (CRM) Customer Service Application. These individuals help users and customers as part of their primary area of responsibility or work in environments where Dynamics Customer Service plays a key role in the organization.
The secondary audience for this workshop are individuals who are Customer Service Managers or Representatives using Dynamics software. This workshop will help them manage and support the user base.
After completing this workshop, students will be able to understand and/or be able to:
- Service Management
- Case Management (The core element of service)
- Knowledge Base and Templates
- Service Queue Management
- Service Level Agreements and Entitlements
- The Interactive Service Hub to improve customer service
- Voice of the Customer in Microsoft Dynamics 365 for Customer Service.
- Customer Service and Field Service.
- Service Analysis and Reporting.
- Microsoft Certified Course Exam MB2-718 - Microsoft Dynamics 365 for Customer Service
Course Outline
Module 1: Introduction to Service Management
Lessons
- The features of Dynamics 365 Customer Engagement Service Module
- Sales vs Service
- Customer Service after the sale
- Managing Customer Service
- Business Considerations and Configuration Settings for Service Management
- Examples of Dynamics 365 Customer Service
Module 2: Case Management (The core element of service)
Lessons
- Cases or Incidents are the basic premise
- Create and manage a case
- Establishing a case, attaching to a customer
- Add a phone call, task, email, or appointment activity to a case
- Find what's assigned to you in a queue
- Assign an activity to a user or queue
- Merge similar cases
- Create and manage parent and child cases
- Parent/child case settings
- Case routing rules
- Automatically create case from email
- Automatically create/update record
- Case Resolution Processes
- Automating Case Resolution with Business Process Flows
Module 3: Knowledge Base and Templates
Lessons
- Knowledge management setup
- Templates and publishing
- Consistent Messaging
- Creating Knowledge Base Template
- Creating Knowledge Base Articles
- Creating email Templates
- Creating emails for Customers
- Emailing Knowledge Base Articles
Module 4: Service Queue Management
Lessons
- Service Queues overview
- Establishing a Framework of Queues to process cases
- Types of queues
- Moving and Escalating Cases
- Monitoring progress
Module 5: Service Level Agreements and Entitlements
Lessons
- Service level agreements and entitlements
- Service Contracts and Service Levels
- Entitlement channels and allotments
- Hours of coverage and holiday schedule
- Allotments: minutes or incidents
- Service Contract Templates
- Selling Service Contracts and Entitlements
Module 6: The Interactive Service Hub to improve customer service
Lessons
- Monitor Cases
- Determine Actions
- Multi-Stream Dashboards
Module 7: Voice of the Customer in Microsoft Dynamics 365 for Customer Service
Lessons
- Survey Creation
- Distribution and Responses
- Reporting and Analytics
Module 8: Customer Service and Field Service
Lessons
- The case for Field Service
- Resource Management
- Service Appointment Scheduling
- The two technologies Service Scheduling and Field Service
Module 9: Service Analysis and Reporting
Lessons
- Advance Find
- Service Reports
- Export to Excel
- Service Dashboards
- Power BI Dashboards for Customer Service
Module 10: Review Workshop
- Introduction to Service Management
- Case Management (The core element of service)
- Knowledge Base and Templates
- Service Queue Management
- Service Level Agreements and Entitlements
- The Interactive Service Hub to improve customer service
- Voice of the Customer in Microsoft Dynamics 365 for Customer Service
- Customer Service and Field Service
- Service Analysis and Reporting
- Microsoft Dynamics 365 for Customer Service Exam MB2-718 Review
Prerequisites
This course requires that you meet the following prerequisites:
- Dynamics 365 Basic customer/account entry information