Duration: 2 Half Day Sessions
Customer Service for Dynamics 365 can track all customer issues and record all interactions on the case record. The application allows for the creation of queues and routing rules to ensure cases are routed to the appropriate users, and through use of the knowledge base empower those users to resolve customer issues quickly and consistently. Organizations can also leverage service level agreements and track service terms through the entitlements feature, while managers can utilize reports and dashboards to manage performance and productivity. This instructor-led course is a one-day deep dive into the default record types, processes and configuration of Customer Service for Customer Service.
2 Day Dynamics 365 Customer Service
See below for a more detailed agenda, by day.
Want a more detailed agenda? Click here!
Times noted in local time. Online/Remote trainings are in CST, unless noted.
Day 1: 8:30am - Noon
Day 2: 8:30am - Noon
Badge(s) Related to This Course
This course is designed to support individuals who will be setting up and administering Customer Service within Dynamics 365. It is not intended for front of house users.
Participants are highly advised to be comfortable and confident with the following skills and concepts for a successful learning experience:
- Search, navigation, activities, and advanced find within Microsoft Dynamics 365
- Creating views, charts, and dashboards
- Data entry in forms and process flows
Familiarity with the following skills/concepts is recommended:
- Understanding of data or relational databases is helpful
- Dynamics 365 University CRM Boot Camp is recommended
Want a more detailed agenda? Check it out here!
Please expect an email from the course instructor the Wednesday - Friday prior with instructions on accessing the online training.
This training requires access to a longterm Internet connection, capable of supporting video streaming for the entire duration of the training. Attendees will need a Windows or Mac to participate in labs (Note: iPad Pro is not compatible with the labs. Computers will not be provided.).
PowerObjects recommends laptops and other required devices be plugged in to a power source at the start of training to prevent disruption. If possible, multiple monitors/screens are recommended. DISCLAIMER: PowerObjects is not responsible for any disruptions, lack of service, or missed training due to inadequate technology or setup on the customer side.
Similiar to in-person training, the days can be long. PowerObjects recommends an ample supply of caffeine and/or trinkets to fidget with to keep yourself active and alert. PowerObjects also recommends a comfortable seating arrangement, as well as a setup in a location with minimal distractions. It is also advised to set Skype, etc. to Do Not Distrub mode.
CANCELLATION & RESCHEDULING POLICY
To view our Cancellation & Rescheduling policy, please visit this page.
Technology Notice: Make sure to bring a Windows or Mac laptop and power cord so you can participate in labs (Note: iPad Pro is not compatible with the labs). Computers will not be provided.
Notice of non-compete policy: Training registrations will not be accepted from people or organizations who currently or have the potential to offer competitive services to PowerObjects, An HCL Technologies Company.