Dynamics 365 for Customer Service

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(Course eligible for SATVs)

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This course focuses on how an organisation can nurture customer satisfaction through automation of business processes within Microsoft Dynamics 365. This course guides you through the process of working with your customers in Microsoft Dynamics 365, including: resolution of customer complaints and services issues cost effectively, and provides insight on managing all related correspondence, documents, contacts and conversations. Every attendee receives a course manual and are guided through a lab scenario by a Microsoft Certified Trainer.

Please note this is a half day course and is run as dedicated company training.

In this module we'll explore:

  • What Dynamics 365 is
  • What Dynamics 365 is used for
  • The key components that make up Dynamics 365: Sales, Marketing and Customer Services

The instructor will step you through registering for a trial version of Dynamics 365.

In this module we'll take you through the key components of Dynamics 365:

  • Cases
  • Queue
  • Activities
  • Articles
  • Contract

In this module, we'll take students through the Microsoft Dynamics 365 service process flow:

  • Learn how to resolve issues in an organisation

 

 In this module, we'll take students through the Microsoft Dynamics 365 service navigation:

  • Browse through the Dynamics 365 Ribbon
  • Review the various entities that belong to the service category 
  • Open the default service entity forms and check what kind of information's are stored by the service entities

In this module students will learn to

  • Create a new case
  • Create SLA
  • Add activities to the timeline
  • View related cases
  • Merge cases
  • Research similar cases
  • Research knowledge base
  • Add case to a queue
  • Resolve a case
  • Convert case to an article

Designed for any employees in a customer service management, service-focus or customer-centric role.

There are no prerequisites for this course, however an understanding of the customer services process is ideal.

After completing this course, students will be able to:

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