This course introduces the service management capabilities of Microsoft Dynamics 365. You will learn to use Dynamics 365 Customer Service to manage cases, track service requests, configure service level agreements (SLAs), and use built-in analytics to improve customer satisfaction and service team performance.
Who Should Attend
Customer service professionals, CRM administrators, and business users who work with Microsoft Dynamics 365 Customer Service.
Prerequisites
- Basic familiarity with Microsoft Dynamics 365 or CRM concepts
Course Objectives
- Create and manage service cases in Dynamics 365 Customer Service
- Configure service level agreements and entitlements
- Use knowledge management to resolve cases faster
- Analyze customer service performance with built-in dashboards
