This one-day course offers students a detailed, hands-on experience with the Customer Service Hub and its associated features within Microsoft Dynamics 365 and the Power Platform.
The course focuses on the Service Case Management Process in Dynamics 365, teaching students how to track and resolve customer requests using Case records. It covers collaboration on issues using Queues, management of service entitlements using Service Level Agreements (SLA), and how to utilize the Knowledge Base to resolve customer issues more efficiently.
Additional topics include Customer Service Insights, Service Data Analysis, AI features, and the generation and interpretation of Service Reports, Charts, and Dashboards. Please note that the course content reflects updates made in the October 2020 Release Wave 2 of Microsoft Dynamics 365 and the Power Platform.
The course is designed for Customer Service Representatives (CSR), Service Managers, and end-users who are interested in the service components of Dynamics 365. It requires students to have a basic working knowledge of either Microsoft Dynamics 365 or Microsoft Dynamics CRM. As a minimum prerequisite, students should attend the 'Introduction to Microsoft Dynamics 365' course.
This course is not available through Courseware Store.
We do not have any current plans to create an equivalent course.
The course may be available directly from the publisher. If you need the course and are not able to find it, please let us know and we will do our best to help.