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Microsoft Dynamics 365 Fundamentals (CRM): Explore Dynamics 365 Customer Service

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Free Online Course: Microsoft Dynamics 365 Fundamentals (CRM): Explore Dynamics 365 Customer Service provided by Microsoft Learn is a comprehensive online course, which lasts for 3 hours worth of material. The course is taught in English and is free of charge.

Microsoft via Microsoft Learn
3 hours worth of material
Self Paced
Overview

    • Module 1: Get introduced to the customer engagement apps

      • After completing this module, you will be able to:

      • Explain customer engagement
      • Describe Microsoft Dataverse
      • List the Dynamics 365 customer engagement apps
      • Describe the common components and features of the Dynamics 365 customer engagement apps
    • Module 2: Explore Dynamics 365 Customer Service

      • After completing this module, you will be able to:

      • Describe customer service strategies
      • Explain key industry and application terminology
      • Get started with Dynamics 365 Customer Service
    • Module 3: Describe Dynamics 365 Customer Service components

      • After completing this module, you will be able to:

      • Create and route cases in Dynamics 365 Customer Service
      • Describe knowledge management capabilities in Dynamics 365 Customer Service
      • Describe case management in Dynamics 365 Customer Service
    • Module 4: Review other customer service apps

      • After completing this module, you will be able to:

      • Describe Omnichannel for Customer Service
      • Discuss when and how to leverage Customer Service Insights
      • Explain customer service scheduling
      • Describe Connected Customer Service

Syllabus

    • Module 1: Get introduced to the customer engagement apps
      • Introduction
      • Define customer engagement
      • Describe Microsoft Dataverse
      • Examine the customer engagement apps
      • Work with customers and activities
      • Explain how to search and filter data
      • Examine the product catalog
      • Review integration technologies and use cases
      • Examine out-of-the-box reporting capabilities
      • Knowledge check
      • Summary
    • Module 2: Explore Dynamics 365 Customer Service
      • Introduction
      • Describe customer service
      • Explain key customer service terminology
      • Get introduced to Dynamics 365 Customer Service
      • Knowledge check
      • Summary
    • Module 3: Describe Dynamics 365 Customer Service components
      • Introduction
      • Describe the case lifecycle
      • Create and route cases
      • Describe knowledge management in Dynamics 365 Customer Service
      • Explain case management in Dynamics 365 Customer Service
      • Examine how to use business process flows in Dynamics 365 Customer Service
      • Describe service-level agreements
      • Knowledge check
      • Summary
    • Module 4: Review other customer service apps
      • Introduction
      • Get introduced to additional Dynamics 365 Customer Service apps
      • Learn how to use Customer Service Scheduling
      • View remote device management with Connected Customer Service
      • View how to use Omnichannel for Customer Service
      • Explore Customer Service Workspace
      • View the capabilities of Dynamics 365 Customer Service Insights
      • Knowledge check
      • Summary

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