Microsoft Dynamics 365 for Customer Service

Dynamics 365 for Customer Service enables companies to build strong relationships with their customers by providing excellent service. This course will guide you through the fundamentals of this important part of the platform.
Course info
Rating
(13)
Level
Beginner
Updated
Nov 27, 2018
Duration
1h 33m
Table of contents
Description
Course info
Rating
(13)
Level
Beginner
Updated
Nov 27, 2018
Duration
1h 33m
Description

In business today, it may seem obvious that you need to make sales and get new customers. However, it’s equally important to provide great customer service to those customers once they’re onboard. Customers’ expectations are higher than ever, and they want fast, personalized service through a variety of channels. That’s where the Customer Service application comes in. In this course, Microsoft Dynamics 365 for Customer Service, you’ll learn the fundamentals of this important part of Dynamics 365. First, you’ll become familiar with the core entities used in the Service app, with a special focus on cases. Next, you’ll explore how to work with cases, through queues and routing rules. You’ll also learn about service terms such as service level agreements, or SLAs, and entitlements. Finally, you’ll discover the knowledge management capabilities of the platform that enable customer service agents to quickly search for and share knowledge articles. When you’re finished with the course, you’ll have a foundational understanding of Dynamics 365 for Customer Service, and how to use it to provide great service to your customers.

About the author
About the author

Amber is a Microsoft Certified Trainer and Microsoft Certified Professional Developer with 15+ years experience working with and teaching Microsoft technologies. She also focuses on professional skills, bridging the gap between techies and non-techies. For her work as a training leader, Amber received Training magazine's 2013 Emerging Training Leader award.

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Section Introduction Transcripts
Section Introduction Transcripts

Course Overview
Hi there. My name is Amber Israelsen, and welcome to my course, Microsoft Dynamics 365 for Customer Service. I've been doing software development and training for over 15 years. If you own or work in a business today, it may seem obvious that you need to make sales and you need to get new customers; however, it's equally important to provide great customer service to those customers once they're on board. Customer's expectations are higher than ever, and they want fast, personalized service through a variety of channels. And that's what the Customer Service application is all about. In this course, you'll learn the fundamentals of this important part of Dynamics 365. You'll become familiar with the core entities used in the Service app with a special focus on cases. From there, you'll explore how to work with cases using queues and routing roles. You'll learn about service terms, such as service level agreements, or SLAs, and entitlements. And finally, you'll explore the knowledge management capabilities of the platform that enable customer service agents to quickly search for and share knowledge articles. When you're finished with the course, you'll have a foundational understanding of Microsoft Dynamics 365 for Customer Service and how to use it to provide great service to your customers. Dynamics 365 for Customer Service application. You probably work on a customer service team, or perhaps you manage teams. A secondary audience is super users, customizers, administrators, and developers who need to better understand how things work out of the box so you can more effectively customize the system. Prior to watching this course, you should have watched my other course on Pluralsight called Microsoft Dynamics 365 Customer Engagement: Getting Started. I hope you'll join me in this journey in Microsoft Dynamics 365 for Customer Service, at Pluralsight.