Implement customer service solutions using Microsoft Dynamics 365 Customer Service is a course for CRM administrators and customer service managers who configure and deploy Dynamics 365 Customer Service. Students learn to set up case management, configure service-level agreements (SLAs), build knowledge bases, implement routing rules, use the Dynamics 365 Customer Service workspace, and leverage Copilot features for agent productivity.
What You Will Learn
- Configure Dynamics 365 Customer Service case management including case types, subjects, and routing
- Set up queues, routing rules, and unified routing for intelligent case assignment
- Create and manage service-level agreements (SLAs) and entitlements for customers
- Build and maintain a knowledge base for agent and customer self-service
- Configure Copilot for Customer Service features including AI-assisted case summarization and suggested responses
Who Should Attend
Dynamics 365 administrators, functional consultants, and customer service managers responsible for configuring and optimizing Dynamics 365 Customer Service.
Prerequisites
Basic Dynamics 365 knowledge and familiarity with Microsoft Power Platform fundamentals.
