Microsoft Dynamics 365 Customer Service

Course Overview: This course is designed to equip participants with the knowledge and skills necessary to leverage Microsoft Dynamics 365 Customer Service for efficient and effective customer support. Covering key features, functionalities, and best practices, this course is suitable for individuals seeking to enhance their ability to manage customer interactions, streamline service processes, and drive customer satisfaction.

Course Duration: 6 weeks

Course Outline:

1. Introduction to Microsoft Dynamics 365 Customer Service
   • Overview of customer service management
   • Introduction to Dynamics 365 Customer Service
   • Key features and benefits
2. Navigating Dynamics 365 Customer Service
   • Accessing the system and user authentication
   • Understanding the user interface
   • Customizing the service dashboard
3. Case Management and Incident Resolution
   • Creating and managing customer cases
   • Case resolution best practices
   • Automating case routing and assignment
4. Knowledge Base Management
   • Building and maintaining a knowledge base
   • Knowledge articles creation and management
   • Integrating knowledge base with customer support
5. Communication and Collaboration in Customer Service
   • Email integration and communication tracking
   • Collaboration tools for support teams
   • Customer communication best practices
6. Analytics and Reporting in Customer Service
   • Building and customizing service reports
   • Analyzing customer service performance
   • Using analytics for continuous improvement