Module 1: Introduction
This module provides the attendee with an introduction to the concept of Customer Service the Microsoft Dynamics 365.
Lessons
- Examine common Customer Service Scenarios
- An Introduction to Service in Dynamics 365
- The Dynamics 365 Platform
- Dynamics 365 Service Fundamentals
- Security Considerations
- Where to get Help
- Further Reading and Resources
Lab 1: Service in Dynamics 365 Orientation
- Explore the Service features in Dynamics 365
Module 2: Case Management
This module presents the Service Case Management Process in Microsoft Dynamics 365. We also examine the various stages a Case record can go through during its lifespan, and how Service Level Agreements can be used with Cases to define and track Service Entitlements.
Lessons
- The Case Management Process
- Working with Case Records
- Working with the Case Form
- Case Assignment and Routing
- Cases and Activities
- Resolving Cases
- Reactivating, Cancelling and Deleting Cases
- Service Level Agreements
Lab 1: Working with Cases
- Create a Case record
- Assign a Case record
- Resolve a Case record
- Reactivate a Case record
- Cancel a Case record
Lab 2: Service Level Agreements and Cases
- Crate a Customer Schedule for the SLA
- Create a new Service Level Agreement
- Activate a Service Level Agreement
- Create an Entitlement
- Relate a Case to a Service Level Agreement
Module 3: Working with Queues
This module presents the concepts of Service Queues in Microsoft Dynamics 365. We examine common Service scenarios where Queues can be useful, and step through the process to create and manage Queues. We also look at how Workflow and Routing Rules can automate Case assignment using Queues.
Lessons
- Introduction to Service Queues
- Common Service Queue Scenarios
- Creating and Managing Queues
- Working with Queue Items
- Case Routing Rules
- Processes and Queues
Lab 1: Create a Case Routing Queue
- Creating Queues
- Create a Case Routing Rule
- Route a Case to a Queue
- Working with Queues and Queue Items
Module 4: Using the Knowledge Base
In this module we will start to look at the Knowledge Base in Microsoft Dynamics 365. We look at where the Knowledge Base fits into the Service Management Process, present Knowledge Base Article Templates and examine the Article approval process. Finally, we wrap up with searching the Knowledge Base and relating Articles to Case records.
Lessons
- Introduction to the Knowledge Base
- Knowledge Base Concepts
- Working with Articles
- Searching the Knowledge Base
- Email a Knowledge Article
Lab 1: Create Knowledge Base Articles
- Create an Article Template
- Update the Subject Tree
- Create a new Knowledge Base Article
- Submit a Knowledge Base Article for Approval
- Reject a Knowledge Base Article
- Approve a Knowledge Base Article
Lab 2: Create a Case and interact with the Knowledge Base
- Create a new Case
- Relate a Knowledge Base Article to a Case
- Email a Knowledge Base Article to a Customer
Module 5: The Customer Service Hub
This module presents how CSR’s and Service Managers can benefit from the features provided by the Customer Service Hub. We look at the rich controls and dynamic streams of information presented by this alternative interface to Microsoft Dynamics 365. Finally, we look at the alternative approaches to Case management, Knowledge Articles and tracking Service information.
Lessons
- Introduction the Customer Service Hub
- The Tier 1 Dashboard
- The Tier 2 Dashboard
- The My Knowledge Dashboard
- The Knowledge Manager Dashboard
- Working with Cases in the Hub
- Working with Knowledge Articles in the Hub
- Working with Visualizations and Filters in the Hub
Lab 1: Using the Customer Service Hub
- Explore the Customer Service Hub
- Manage Streams in the Customer Service Hub
- Resolve a Case in the Customer Service Hub
- Create a KB Article in the Customer Service Hub
- Manage KB Articles in the Customer Service Hub
- Relating a Case to an Customer Service Hub KB Article
Module 6: Service Analysis
This module looks at the different methods available to analyse service information that is stored in Microsoft Dynamics 365. We look at the out of the box service reports and the process to create a custom report using the Dynamics 365 Report Wizard. This module also demonstrates the Chart and Dashboard designer, as well as reviewing the out of the box service dashboards to analyse service data.
Lessons
- Introduction to Service Analysis in Dynamics 365
- The Service Reports
- The Reporting Wizard
- Working with Service Charts
- Working with Service Dashboards
- Working with Service Goals and Metrics
Lab 1: Explore the Service Reports
- Exploring the Case Summary Table Report
- Exploring the Neglected Cases Report
Lab 2: Service Goals and Metrics
- Create Goals for the Service Team
- Create a Personal View
- View Service Goals and Chart
Lab 3: Explore the Service Charts and Dashboards
- Explore the Case Charts
- Create a custom Service Chart
- Explore the Service Dashboards
- Create a custom Service Dashboard
