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
Level
Beginner
Updated
Nov 27, 2018
Duration
1h 33m
Table of contents
Description
Course info
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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