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55260: Microsoft Dynamics 365 for Customer Service

Overview

This course provides with a detailed hands-on experience of the Service features and components of Microsoft Dynamics 365.

Participants in this course will gain an in-depth understanding of the Service Case Management Process in Dynamics 365, including learning how to track and resolve customer requests with Case records, collaborate on issues using Queues, use Service Level Agreements (SLA) to manage service entitlements and utilize the Knowledge Base to resolve customer issues faster. The Interactive Service Hub and Service Analysis features such as the Service Reports, Service Goal Management, Service Charts and Dashboards are also presented in this course.
The course applies to both Business and Enterprise Editions of Dynamics 365 as well as Online and On-premise deployments.

Intended Audience:

  • This course is intended for Customer Service Representatives (CSR), Service Managers and End-users who have an interest in the Service components of Dynamics 365. Students should have an existing working knowledge of either Microsoft Dynamics 365 or Microsoft Dynamics CRM. As a minimum, students should attend the prerequisite course Introduction to Microsoft Dynamics 365.

Course Prerequisites 

  • Required: 55250: Introduction to Microsoft Dynamics 365
  • Required: A working knowledge of Microsoft Dynamics 365 or Microsoft Dynamics CRM

Fees & Schedule

Delivery Mode Course Duration Fees
Live Virtual Training 1 Days Ask for Quote
Onsite Classroom Training 1 Days Ask for Quote
Customized Training 1 Days Ask for Quote

FAQ's