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.
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.
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.
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.
Core Entities Hi there, and welcome to this next module in the course for Dynamics 365 for Customer Service. I'm Amber Israelsen. Now that we're through the course introduction, let's dive into the content for the course starting with core entities. As you'll recall from the prerequisite course, there are a lot of entities in Dynamics 365, some that are used across applications and some that are specific to one application. In this module, we're going to see a bit of both. We're going to cover accounts; contacts; cases, the primary entity we'll be working with; queues; and knowledge articles. These are the main entities that are going to be used for data capture and management of cases as we progress along through the module. So with that, let's get started.
Queues and Routing Rules Hi there, and welcome to this next module in the course. Thanks for sticking with me. In the previous module, we talked about the core entities for the service application, the primary one being cases. In this module, we'll see how to work with cases using queues and routing rules. If you're the only person working on cases, it might seem straightforward enough. But if you have multiple people working across multiple teams that need to create, research, and resolve cases, what do you do? That's where queues come in, and we'll see how to set them up as an administrator and also how to work with them as an end user. Another feature that works in conjunction with queues is a routing rule, which lets you automatically send a case to a queue, or a user, or a team based on some criteria. For example, maybe high-priority cases go to the tier one helpdesk team. Similarly, here, we will see how to set these up as an administrator and also how to work with them as an end user. Let's get started.
Schedules Hi there, and welcome to this next module in the course. Thanks for sticking with me. We're moving right along. The next major feature to talk about in the Customer Service application is schedules. This module will set us up for other features like service level agreements, coming in the next module. The scenario is something like this. I'm supposed to resolve this high-priority issue within 24 hours, but tomorrow is a holiday, and the office is closed. Will I be penalized? How do you handle situations like this? Well, luckily for us, somebody at Microsoft thought about such things and gave us schedules. Under Settings and Service Management, you'll find a section called Service Terms, and under there, you'll find the Holiday Schedule and the Customer Service schedule. Those are the two topics that'll comprise the majority of this module. We'll start by looking at the holiday schedule and then dive into the customer service schedule. And since we're talking about schedules, I also want to spend just a minute or two talking about Service Scheduling, which has been deprecated in the most recent release. Let's get going.
Service Level Agreements Well hello there, and welcome to this next module in the course. I'm Amber Israelsen. We're over halfway through the course now. Thanks for sticking with me. Now that we know about how to set up holiday schedules and customer service schedules from the last module, let's see how those get used by the end user by covering service level agreements, or SLAs. We'll talk about the common use cases for these, in other words, why would you want to use an SLA? We'll talk about the different kinds of SLAs, how to set them up or define them, and finally, we'll talk about how to monitor and report on them. Let's get started.
Entitlements Hi there, and welcome to this next module in the course. I'm Amber Israelsen. Last time we covered one of the main service terms in Dynamics 365, which were service level agreements, or SLAs. In this module, we're going to cover another service term called entitlements. We'll take a look at the common use cases, so why would you want to use an entitlement? We'll see how they relate to SLAs that we covered last time. There are two types of allocations you could use on an entitlement, and we'll talk about what those are. We'll see that they can be limited to a channel, say for example, email or a phone call. And of course, before we're done, we'll see how to set one up and use it. So without further ado, let's get going.
Knowledge Management Well, hello again, and welcome to this next module of the course. I am Amber. As you can see, we're getting close to the end of the course, but we can't wrap up without talking about a very important topic of knowledge management, which will be the focus of this module. You'll sometimes also hear this referred to as the knowledge base or KB. Here's a rundown of what we'll cover. We'll start by talking about common use cases, when and why would you use this functionality? We'll then spend a few minutes recapping the different user interfaces available in Dynamics 365, namely the Customer Service app versus the Hub. This becomes important for creating knowledge articles. We'll walk through how to create and publish knowledge articles, and then as an end user, say as a customer service rep, we're going to see how to search for those articles. Then we'll briefly touch on Parature, which used to be a standalone product that worked with Dynamics 365. It's now been integrated into the platform, and the standalone functionality has been deprecated. So let's get started.
Course Summary and Next Steps Welcome to this final module, the Course Summary and Next Steps. We've made it all the way to the end. Thanks for sticking with me. At the beginning of the course, I introduced you to Wired Brain Coffee in Seattle. As a global company with franchised and independent shops, they have a lot of different kinds of business relationships and service needs. Throughout the course, we've been following William, a customer service agent at Wired Brain. We've watched as he's created cases, worked them through queues and routing rules. We've also seen how SLAs and entitlements work for cases and how we can easily get to help articles using the knowledge management functionality in the system. So let's do a short recap on all of that.