Corporate Microsoft Dynamics 365-Customer Service Training Course

1. Create and manage cases 

1. Initiating new cases
2. Effective case management

2. Work with queues and unified routing

1. Queue Configuration
2. Unified Routing Mechanics

3. Create or update records automatically

1. Automation for Efficiency
2. Maintaining Accurate Records

1. Create and manage entitlements

1. Setting up entitlements
2. Operational management of entitlements

2. Create and manage service-level agreements

1. SLA creation
2. SLA performance monitoring

1. Create and use knowledge management solutions

1. Developing knowledge articles
2. Knowledge base utilization

2. Create and manage SLAs

1. SLA design and implementation
2. SLA tracking and optimization

1. Create a survey project

1. Survey design
2. Survey deployment

2. Create and send surveys

1. Engagement strategies

3. Automate surveys

1. Survey automation

4. Create and manage knowledge content

1. Content creation

1. Configure Customer Service Scheduling

1. Scheduling system setup

2. Schedule services and resources using Dynamics 365 Customer Service Scheduling

1. Operational scheduling

1. Routing and work distribution

1. Omnichannel routing

2. Deploy an SMS channel

1. SMS channel setup

3. Deploy chat widgets

1. Chat widget integration

4. Create smart assist solutions

1. Developing smart assist