Overview
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Learn the fundamentals of how to deploy, manage, and use Microsoft Dynamics 365 Customer Service.
Syllabus
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Introduction
- Discover Dynamics 365 Customer Service
- Understanding Dynamics 365 customization
- What is Dynamics 365 Customer Service?
- Navigating in Dynamics 365
- Access and sorting records and views
- Use quick create to create a new record
- Build queries with Advanced Find
- Work with search in Dynamics 365
- End-user personalization options
- Customer Service Hub vs. Customer Service workspace
- What is a case?
- Various ways cases can be created
- Streamline processes with business process flows
- Using the timeline to track activities and notes to a case
- Service level agreement administration
- Using service level agreement with cases
- Entitlements in case management
- Managing knowledge articles
- Using knowledge articles with cases
- Using knowledge search
- Managing queues
- Routing rules and assignment
- Charts and dashboards
- Interactive dashboards
- Customer Service historical analytics
- Excel templates
- Learn more about Dynamics 365 Customer Service
