81057. Agent Enablement in Microsoft Dynamics 365 for Customer Service

Description

The Agent Enablement in Customer Service for Microsoft Dynamics 365 course focuses on how an organization can nurture customer satisfaction through automation of business processes. It provides an insight into some of the powerful Customer Service functionality capabilities that a customer service agent can utilize within Microsoft Dynamics 365. The Agent Enablement in Customer Service course guides you through the process of working with your customers in Microsoft Dynamics CRM 365, including resolution of customer complaints and service issues cost effectively, and provides insight on managing all related correspondence, documents, contacts and conversations. This course demonstrates the rich and relevant view of your customer that provides your team with actionable insights, including the use of Service Level Agreements, Entitlements, and Queue Management.

This course helps prepare you for assessment Microsoft Dynamics 365 for Customer Service.

This course helps prepare you for exam MB2-718

What are the goals for this course?

• Discuss basic records types and business processes that are involved in the Customer Service module
• Utilize cases and queues to efficiently and quickly resolve customer complaints and service issues
• Examine Service Level Agreements and how to create and manage them
• Utilize entitlement templates to create entitlements and understand how entitlements relate to cases, products, and service level agreements
• Analyze how to use relationship insights related to case management and quicker resolution times
• Some basic experience using Windows applications
• Knowledge of basic sales, marketing, and customer service roles in a business
• Some knowledge of common Microsoft Dynamics CRM record types is preferred

What are the prerequisites to consume this course?

Module 01: Introduction to Service Module

• Customer Scenarios
• Entities and Record Types

Module 02: Case Management

• Cases
• Case Form
• Other Actions on Cases
• Case Lists and Views
• Search for Case Records
• Convert Activities to Cases
• Case Resolution Processes
• Case Routing Rules
• Record Creation and Update Rules
• Parent/Child Cases
• Merging Cases

Module 03: Service Level Agreements

• What is an SLA?
• Standard SLA's
• Enhanced SLA's
• SLA's On Demand

Module 04: Entitlements

• Entitlement
• Create Entitlement Templates
• Create Entitlements
• Entitlement Channels
• Associate Entitlement Channels
• Apply Entitlements to Cases
• Associate Products
• Activate and Deactivate Entitlements
• Renew Entitlements

Module 05: Queue Management

• Queue Management
• Queue Types
• Add Cases and Activities to Queues
• Queue Items
• Release and Remove Queue Items
• Queue Item Details
• Case Routings