sales@dynamicsedge.com
202-410-6400

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.

Corresponding Exam: MB2-718: Microsoft Dynamics 365 for Customer Service

Who should Attend:

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:

Course Outline

Module 1: Introduction to Service Management

Lessons

Module 2: Case Management (The core element of service)

Lessons

Module 3: Knowledge Base and Templates

Lessons

Module 4: Service Queue Management

Lessons

Module 5: Service Level Agreements and Entitlements

Lessons

Module 6: The Interactive Service Hub to improve customer service

Lessons

Module 7: Voice of the Customer in Microsoft Dynamics 365 for Customer Service

Lessons

Module 8: Customer Service and Field Service

Lessons

Module 9: Service Analysis and Reporting

Lessons

Module 10: Review Workshop

Prerequisites

This course requires that you meet the following prerequisites:

202 S.E. Church Street, Suite 203 Leesburg, VA 20175
https://www.dynamicsedge.com/
sales@dynamicsedge.com
Solutions
Company
202 Church Street S.E. , Suite 203 Leesburg, VA 20175
202-410-6400
800-453-596 (Toll Free)
sales@dynamicsedge.com