Course duration
- 1 day
Course Benefits
- Learn to install and configure the customer service app.
- Learn to identify common customer service scenarios.
- Learn to complete a case resolution process.
- Learn to analyze customer service data.
- Learn to automate case management record processing.
- Learn to create and use knowledge articles.
- Learn to create and use entitlements and service level agreements .
Webucator is a Microsoft Certified Partner for Learning Solutions (CPLS). This class uses official Microsoft courseware and will be delivered by a Microsoft Certified Trainer (MCT).
Course Outline
- Customer Service Overview
- Create case records
- Related service apps
- Analytics for service
- AI for service
- Configuring customer service
- Module summary
- Case Management
- Case management overview
- Creating case records
- Queue management
- Case routing
- Resolving cases
- Module summary
- Service Level Agreements and Entitlements
- SLA and entitlement overview
- Create and manage entitlements
- Create and manage SLAs
- Module summary
- Knowledge Management
- Knowledge management overview
- Authoring and organizing
- Use knowledge content
- Manage knowledge content
- Module summary
Class Materials
Each student will receive a comprehensive set of materials, including course notes and all the class examples.
Experience in the following is required for this Dynamics 365 class:
- This course is designed for persons who are aspiring to the Microsoft 365 Enterprise Admin role and have completed one of the Microsoft 365 work load administrator certification paths.
Instructor-led courses are offered via a live Web connection, at client sites throughout Europe, and at our Geneva Training Center.