Overview
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.
Audience profile
A Dynamics 365 Customer Engagement Functional Consultant is responsible for performing discovery, capturing requirements, engaging subject matter experts and stakeholders, translating requirements, and configuring the solution and applications. The Functional Consultant implements a solution using out of the box capabilities, codeless extensibility, application and service integrations.
Accessing your courseware and registering attendance with Microsoft
To access your Official Curriculum (MOC) course materials you will need a Microsoft.com/Learn account. In Learn you will also be able to register your completion of the event and receive your achievement badge. You will be issued with a unique code during your event.
Prerequisites
This course is designed for functional consultants working with Dynamics 365 Customer Service, or functional consultants who work with other Dynamics 365 apps who want to expand their knowledge of Customer Service.
Learning Outcomes
- Install and configure the customer service app
- Identify common customer service scenarios
- Complete a case resolution process
- Analyze customer service data
- Automate case management record processing
- Create and use knowledge articles
- Create and use entitlements and service level agreements
- Work with Omnichannel
- Work with Connected Customer Service
- Work with Customer Service Scheduling
- Work with Customer Service Insights
Course Outline
Module 1: Customer Service Overview
In this module you will learn the basics of customer service in Dynamics 365. We will install and configure the application as well as learn about security roles, related applications and analytics.
Lessons
- Lesson 1: Create case records
- Lesson 2: Related service apps
- Lesson 3: Analytics for service
- Lesson 4: AI for service
- Lesson 5: Configuring customer service
After completing this module, students will be able to:
- Install and configure the customer service application.
- Identify common customer service scenarios.
Module 2: Case Management
In this module you will learn how to open and resolve customer service cases, both manually and with automation.
Lessons
- Lesson 1: Case management overview
- Lesson 2: Creating case records
- Lesson 3: Queue management
- Lesson 4: Case routing
- Lesson 5: Resolving cases
After completing this module, you will be able to:
- Open and resolve customer service cases.
- Automate case creation and routing.
Module 3: Service Level Agreements and Entitlements
In this module you will learn how to define and use entitlements and entitlement templates as well as service level agreements and how these tools enable case resolution.
Lessons
- Lesson 1: SLA and entitlement overview
- Lesson 2: Create and manage entitlements
- Lesson 3: Create and manage SLAs
After completing this module, you will be able to:
- Create and use service level agreements.
- Create and use entitlements.
Module 4: Knowledge Management
In this module you will learn how to create and use knowledge management. Additionally, you will learn the lifecycle of knowledge articles.
Lessons
- Lesson 1: Knowledge management overview
- Lesson 2: Authoring and organizing
- Lesson 3: Use knowledge content
- Lesson 4: Manage knowledge content
After completing this module, you will be able to:
- Create and manage knowledge content.
Module 5: Omnichannel
In this module, you will learn how to work with Omnichannel for Dynamics 365 Customer Service.
Lessons
- Lesson 1: Get Started
- Lesson 2: Entity record routing
- Lesson 3: Routing and work distribution
- Lesson 4: Configure message channels
- Lesson 5: Deploy chat widgets
- Lesson 6: Create smart assist solutions
- Lesson 7: Integrate a Power Virtual Agents bot
- Lesson 8: Productivity tools
Module 6: Customer Service Scheduling
In this module, you will learn how to use the Customer Service Scheduling feature in Dynamics 365 Customer Service
Lessons
- Lesson 1: Getting Started with Customer Service Scheduling
- Lesson 2: Configure Customer Service Scheduling
- Lesson 3: Defining and working with bookable resources
- Lesson 4: Working with services
- Lesson 5: Working with fulfillment preferences
- Lesson 6: Scheduling service activities
- Lesson 7: Rescheduling service activities and substituting resources
Module 7: Connected Customer Service
In this module, you will learn how to use Dynamics 365 Connected Customer Service to take data and help execute actual business actions on the data.
Lessons
- Lesson 1: Getting started with Connected Customer Service
- Lesson 2: Registering devices
- Lesson 3: Device management and interaction
- Lesson 4: IoT alerts and sending commands
Module 8: Customer Service Insights
In this module, you will learn how to work with Customer Service Insights to use Artificial Intelligence (AI) in your Dynamics 365 Customer Service solution.
Lessons
- Lesson 1: Get started with Customer Service Insights
- Lesson 2: Work with Customer Service call insights
Frequently asked questions
See all of our FAQsHow can I create an account on myQA.com?
There are a number of ways to create an account. If you are a self-funder, simply select the "Create account" option on the login page.
If you have been booked onto a course by your company, you will receive a confirmation email. From this email, select "Sign into myQA" and you will be taken to the "Create account" page. Complete all of the details and select "Create account".
If you have the booking number you can also go here and select the "I have a booking number" option. Enter the booking reference and your surname. If the details match, you will be taken to the "Create account" page from where you can enter your details and confirm your account.
Find more answers to frequently asked questions in our FAQs: Bookings & Cancellations page.
How do QA’s virtual classroom courses work?
Our virtual classroom courses allow you to access award-winning classroom training, without leaving your home or office. Our learning professionals are specially trained on how to interact with remote attendees and our remote labs ensure all participants can take part in hands-on exercises wherever they are.
We use the WebEx video conferencing platform by Cisco. Before you book, check that you meet the WebEx system requirements and run a test meeting (more details in the link below) to ensure the software is compatible with your firewall settings. If it doesn’t work, try adjusting your settings or contact your IT department about permitting the website.
Learn more about our Virtual Classrooms.
How do QA’s online courses work?
QA online courses, also commonly known as distance learning courses or elearning courses, take the form of interactive software designed for individual learning, but you will also have access to full support from our subject-matter experts for the duration of your course. When you book a QA online learning course you will receive immediate access to it through our e-learning platform and you can start to learn straight away, from any compatible device. Access to the online learning platform is valid for one year from the booking date.
All courses are built around case studies and presented in an engaging format, which includes storytelling elements, video, audio and humour. Every case study is supported by sample documents and a collection of Knowledge Nuggets that provide more in-depth detail on the wider processes.
Learn more about QA’s online courses.
When will I receive my joining instructions?
Joining instructions for QA courses are sent two weeks prior to the course start date, or immediately if the booking is confirmed within this timeframe. For course bookings made via QA but delivered by a third-party supplier, joining instructions are sent to attendees prior to the training course, but timescales vary depending on each supplier’s terms. Read more FAQs.
When will I receive my certificate?
Certificates of Achievement are issued at the end the course, either as a hard copy or via email. Read more here.