Dynamics 365 (CRM 2016) Customer Service
Course Description
You will learn the Customer Service module of Dynamics 365. Track cases through the creation of a case for a customer and activities (email, phone, task) to work to resolution of the case. Then use business processes management to make certain all the necessary steps are being followed and cases are resolved in a timely manner.
This class uses the case study method of providing customer service.
In this class, we focus on the Customer Service module and the five areas that map to the Dynamics 365 (CRM) for Customer Service Exam MB2-718.
MB2-718 Microsoft Dynamics 365 for Customer Service Exam
- Manage Cases, the Knowledge Base, and the Interactive Service Hub
- Manage Queues, Entitlements, and Service Level Agreements (SLAs)
- Implement Service Management Analysis and Voice of the Customer Surveys
- Manage the Unified Service Desk (USD)
- Manage Dynamics Field Service and the Interactive Services Hub
Course Outline
CASE MANAGEMENT
Module 01: Introduction to Service Module
Lessons
- Sales vs Service
- Customer Service after the sale
- Managing Customer Service
Module 02: Case Management
Lessons
- Cases or Incidents are the basic premise
- Establishing a case, attaching to a customer
- Case Resolution Processes
Module 03: Service Level Agreements
Lessons
- Service Contracts
- Service Levels
- Service Contract Templates
Module 04: Entitlements
Lessons
- Selling Service Contracts
- Allotments: minutes or incidents
Module 05: Queue Management
Lessons
- Establishing a Framework to process cases
- Types of queues
- Moving and Escalating Cases
- Monitoring progress
KNOWLEDGE MANAGEMENT
Module 06: Knowledge Management
Lessons
- Creating Knowledge Base Articles
- Templates and publishing
- Consistent Messaging
- Emailing Articles
Module 07: Interactive Service Hub
Lessons
- Monitor Cases
- Determine Actions
- Multi-Stream Dashboards
Module 08: Intro to Service Analysis Tools
Lessons
- Advance Find
- Service Reports
- Export to Excel
- Service Dashboards
Module 10: Voice of the Customer
- Survey Creation
- Distribution and Responses
- Reporting and Analytics
UNIFIED SERVICE DESK
Module 11: Introduction and Overview
Lessons
- Managing Multiple Channels
- The Multiple Channels for case submissions
- Key Performance Indicators
Module 12: Setup and Installation
Lessons
- Installation Requirements
- Unified Service Desk Architecture
- Hosted Controls
- Data Population
Module 13 Using Unified Service Desk
FIELD SERVICE
Module 14: Introduction and Overview
Lessons
- The case for field Service
- Resource Management
- Service Appointment Scheduling
Module 15: Setup and Configuration
Lessons
- Security Roles
- Administration Settings
- Products and Services
Module 16: Work Order Management
Lessons
- Creating Work Orders
- Work Order Life Cycle
- Incidents
- Service Tasks
Module 17: Scheduling and Dispatching
Lessons
- Manually Scheduling
- The Schedule Assistant
- Automatic Scheduling
Module 18: Agreements
Lessons
- Creating Agreements
- Agreements, Booking and Invoices
- Scheduled Maintenance
Module 19: Mobility
Lessons
- Field Service Mobile
- Setting up Field Mobile
- Managing Work orders
Module 20: Inventory and Purchasing
Lessons
- Managing Customers Assets
- Purchasing
- Working with Inventory
Course and Dynamics 365 for Customer Service Exam Review
This class uses the case study method of providing customer service.
This course covers the material in:
- 81057: Agent Enablement in Microsoft Dynamics 365 for Customer Service
- 81058: Service Intelligence in Microsoft Dynamics 365 for Customer Service
- 81063: Voice of the Customer in Microsoft Dynamics 365 for Customer Service
- 81064: Microsoft Dynamics 365 Unified Service Desk for Customer Service
- 81065: Microsoft Dynamics 365 for Field Service