81057AE: Agent Enablement in Microsoft Dynamics 365 for Customer Service 04:27

Code: 81057AE

Dynamics 365 (CRM 2016) Customer Service 

Course Description

You will learn the Customer Service module of Dynamics 365. Track cases through the creation of a case for a customer and activities (email, phone, task) to work to resolution of the case. Then use business processes management to make certain all the necessary steps are being followed and cases are resolved in a timely manner.

This class uses the case study method of providing customer service.

In this class, we focus on the Customer Service module and the five areas that map to the Dynamics 365 (CRM) for Customer Service Exam MB2-718.

MB2-718 Microsoft Dynamics 365 for Customer Service Exam

  • Manage Cases, the Knowledge Base, and the Interactive Service Hub
  • Manage Queues, Entitlements, and Service Level Agreements (SLAs)
  • Implement Service Management Analysis and Voice of the Customer Surveys
  • Manage the Unified Service Desk (USD)
  • Manage Dynamics Field Service and the Interactive Services Hub

Course Outline


Module 01: Introduction to Service Module


  • Sales vs Service
  • Customer Service after the sale
  • Managing Customer Service

Module 02: Case Management


  • Cases or Incidents are the basic premise
  • Establishing a case, attaching to a customer
  • Case Resolution Processes

Module 03: Service Level Agreements


  • Service Contracts
  • Service Levels
  • Service Contract Templates

Module 04: Entitlements


  • Selling Service Contracts
  • Allotments: minutes or incidents

Module 05: Queue Management


  • Establishing a Framework to process cases
  • Types of queues
  • Moving and Escalating Cases
  • Monitoring progress


Module 06: Knowledge Management


  • Creating Knowledge Base Articles
  • Templates and publishing
  • Consistent Messaging
  • Emailing Articles

Module 07: Interactive Service Hub


  • Monitor Cases
  • Determine Actions
  • Multi-Stream Dashboards

Module 08: Intro to Service Analysis Tools


  • Advance Find
  • Service Reports
  • Export to Excel
  • Service Dashboards

Module 10: Voice of the Customer

  • Survey Creation
  • Distribution and Responses
  • Reporting and Analytics


Module 11: Introduction and Overview


  • Managing Multiple Channels
  • The Multiple Channels for case submissions
  • Key Performance Indicators

Module 12: Setup and Installation


  • Installation Requirements
  • Unified Service Desk Architecture
  • Hosted Controls
  • Data Population

Module 13 Using Unified Service Desk


Module 14: Introduction and Overview


  • The case for field Service
  • Resource Management
  • Service Appointment Scheduling

Module 15: Setup and Configuration


  • Security Roles
  • Administration Settings
  • Products and Services

Module 16: Work Order Management


  • Creating Work Orders
  • Work Order Life Cycle
  • Incidents
  • Service Tasks

Module 17: Scheduling and Dispatching


  • Manually Scheduling
  • The Schedule Assistant
  • Automatic Scheduling

Module 18: Agreements


  • Creating Agreements
  • Agreements, Booking and Invoices
  • Scheduled Maintenance

Module 19: Mobility


  • Field Service Mobile
  • Setting up Field Mobile
  • Managing Work orders

Module 20: Inventory and Purchasing


  • Managing Customers Assets
  • Purchasing
  • Working with Inventory

Course and Dynamics 365 for Customer Service Exam Review

This class uses the case study method of providing customer service.

This course covers the material in:

  • 81057: Agent Enablement in Microsoft Dynamics 365 for Customer Service
  • 81058: Service Intelligence in Microsoft Dynamics 365 for Customer Service
  • 81063: Voice of the Customer in Microsoft Dynamics 365 for Customer Service
  • 81064: Microsoft Dynamics 365 Unified Service Desk for Customer Service
  • 81065: Microsoft Dynamics 365 for Field Service

Guaranteed to Run

2018-05-02 09:00 to 2018-05-04 17:00
Fort Lauderdale, Florida (Virtual Instructor-Led)
09:00 to 17:00
Attend Online
2018-04-03 05:00 to 2018-04-05 13:00
Attend Online

Course Reviews

No reviews found for this course.

Be the first to write a review