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
- Create case records
- Related service apps
- Analytics for service
- AI for service
- Configuring customer service
- Module summary
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
- Case management overview
- Creating case records
Queue management
Case routing
Resolving cases
Module summary
After completing this module, you will be able to:
- Open and resolve customer service cases and 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
- SLA and entitlement overview
- Create and manage entitlements
- Create and manage SLAs
- Module summary
After completing this module, you will be able to:
- Create and use service level agreements and 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
- Knowledge management overview
- Authoring and organizing
- Use knowledge content
- Manage knowledge content
- Module summary
After completing this module, you will be able to:
- create and manage knowledge content.
