Dynamics 365 for Service workload provides a robust feature set for Customer Service leveraging Case and Knowledge Management, Entitlements and Service Level Agreements, plus the full power of CRM configuration such as workflows, business process flows, and business rules.
This course will be a comprehensive experience into all the capabilities and how to design a solution to meet the requirements for customer care within your organization.
First, you’ll learn the case management features of CRM for the customer service professional including tracking of cases and activities in CRM.
Then we will continue with a deep dive into configuration and use of customer service functionality including case hierarchies, relationships, queues, subjects, and complementing with Business Process Flows.
You will learn how to configure auto-case creation from email or social activities and complement with routing rules and other ideas and methods for automating service processes.
You take away the benefits of Entitlements and SLA’s and how to leverage queues for efficient management of cases, activities, and even other entities.
We will also get hands on with creating your own app modules to streamline the navigation, Customer Service Hub, Knowledge Management, and building functional interactive dashboards for agents and managers.
Audience: Customer service managers and administrators responsible for aligning CRM to business processes.
Prerequisites: Knowledge of Customer Service business requirements and basic knowledge of Dynamics CRM navigation and configuration.
Delivery: Group Live
Computer requirements: Please bring your own internet capable Windows PC to class for the hands on lab portion/class exercises.