Microsoft Dynamics 365 Customer Service offers any organization an opportunity for customer success.  Using tools such as automatic case creation and queue management frees up your time to dedicate it where you can have a greater impact, directly with your customers.Join our team of globally recognized experts as they take you step by step from creating cases to interacting with customers to resolving those cases.  Once you’ve resolved those cases you can learn from data analysis the key details to help you resolve similar cases faster or avoid new issues altogether.

Course Prerequisites

To ensure a productive and engaging learning experience, the following prerequisites are recommended:

• A trial subscription for Dynamics 365 Customer Service
• Basic understanding of navigating the Dynamics 365 platform
• Familiarity with core records and basic customer engagement processes

While these prerequisites are ideal for maximizing learning outcomes, the course is also accessible to motivated learners with limited experience who are eager to build foundational knowledge in customer service operations.

Target Audience

This course is designed for professionals aiming to implement and configure Dynamics 365 Customer Service to improve customer engagement and support operations.

• Dynamics 365 Functional Consultants
• Customer Support Specialists
• CRM Administrators
• Business Analysts
• IT Professionals supporting customer service systems
• Solution Architects
• Service Managers
• Consultants involved in implementing Dynamics 365 solutions
• Project Managers managing customer engagement solutions
• Technical Support Engineers
• Customer Success Managers
• Professionals transitioning into Dynamics 365 customer service roles

Why Choose us

⭢ Live Online Training (Duration : 32 Hours)

⭢ Guaranteed to run classes

⭢ Experienced & certified trainers

⭢ Query Handling session

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Learning Objectives

This course offers a comprehensive understanding of Microsoft Dynamics 365 Customer Service, focusing on tools and techniques to streamline support operations and enhance customer satisfaction.

• Understand core functionalities of Dynamics 365 Customer Service
• Configure and utilize case management to handle customer issues effectively
• Implement queues to manage workload distribution and prioritization
• Define and apply service level agreements (SLAs) and entitlements
• Use the Customer Service workspace to boost agent efficiency
• Create and manage knowledge base articles for consistent support information
• Set up Omnichannel for seamless, multi-channel customer interactions
• Integrate Customer Voice to collect and act on customer feedback
• Manage service scheduling to optimize resource use
• Analyze service data with Customer Service Insights to improve future outcomes