Description

This training program provides professionals with a detailed hands-on experience of the Service features and components of Microsoft Dynamics 365.

Professionals who attend this training program will gain an in-depth acknowledging of the Service Case Management Process in Dynamics 365, including learning way to track and resolve customer requests with Case records, collaborate on issues utilizing Queues, use Service Level Agreements (SLA) to manage service entitlements and utilize the Knowledge Base to resolve customer issues faster. The Interactive Service Hub and Service Analysis features such as the Service Reports, Service Goal Management, Service Charts and Dashboards are also presented in this training program.

The training program applies to both Business and Enterprise Editions of Dynamics 365 as well as Online and On-premise deployments.

 

Radiant Teachlearning offers Microsoft Dynamics 365 for Customer Service Training Program in Classroom and Virtual instructor Led/Online mode.

 

Duration: 1 day

 

Learning Objectives

After accomplishing this training program, professionals will be able to:

  • Acknowledge the tools and features that exist in Microsoft Dynamics 365 for CSR’s and Service Managers
  • Be familiar with the stages of the Service Case Management Process in Microsoft Dynamics 365
  • Acknowledge the fundamentals of Case Management. Be able to track, resolve and manage customer service requests utilizing Case records in Microsoft Dynamics 365
  • Knows way to cancel, reactivate, resolve, assign and delete Case records
  • Acknowledge the significance of Service Level Agreements and way to create a Customer Schedule and apply SLA’s to Customer and Case records through Entitlements
  • Way to setup and configure Queues and use Queue’s to collaborate on Cases with other CSR’s and Teams.
  • Way to implement a Case Routing Rules, and utilize Queue Items in Processes
  • Acknowledge the process to create and manage Knowledge Articles in the Knowledge Base
  • Be familiar with the Knowledge Base approval process
  • Way to search the Knowledge Base and relate Knowledge Articles to Case records
  • Way to provision and navigate the Interactive Service Hub
  • Effectively interact with the Interactive Service Hub Filters, Visualizations and Dashboards
  • Create and manage Knowledge Articles in the Interactive Service Hub
  • Perform Case Management in the Interactive Service Hub
  • Explore the Service Reports and create a custom Service Report utilizing the Reporting Wizard in Microsoft Dynamics 365
  • Acknowledge the significance of Service Goal Management and Metrics in Microsoft Dynamics 365
  • Explore the Service Charts and Dashboards and create a custom Service Dashboard in Microsoft Dynamics 365

Pre-requisite

Before attending this training program, professionals must have:

  • A working knowledge of Microsoft Dynamics 365 or Microsoft Dynamics CRM OR
  • Successful completion of the ‘Introduction to Microsoft Dynamics 365’ training program

 

Audience Profile

This training program is intended for Customer Service Representatives (CSR), Service Managers and End-users who have an interest in the Service components of Dynamics 365. Professionals should have an existing working knowledge of either Microsoft Dynamics 365 or Microsoft Dynamics CRM.  As a minimum, professionals should attend the prerequisite training program ‘Introduction to Microsoft Dynamics 365’.

Course Content

Lesson 1: Introduction

This lesson provides the attendee with an introduction to the concept of Customer Service the Microsoft Dynamics 365.

Lessons

  • Keep eye on common Customer Service Scenarios
  • An Introduction to Service in Dynamics 365
  • The Dynamics 365 Platform
  • Dynamics 365 Service Fundamentals
  • Security Considerations
  • Where to get Help
  • Further Reading and Resources

Lab: Service in Dynamics 365 Orientation

  • Explore the Service features in Dynamics 365

After accomplishing this lesson, professionals will be able to:

  • Acknowledge the Customer Service process in regards to the Dynamics 365 Service App.
  • Be familiar with the Service features of the Dynamics 365 App.
  • Acknowledge the impact of Security configuration on the Dynamics 365 Service App.
  • Know where to get help when navigating and utilizing the Dynamics 365 Service App.
  • Be familiar with the further reading and resources available to users.

 

Lesson 2: Case Management

This lesson presents the Service Case Management Process in Microsoft Dynamics 365. We also keep eye on various stages a Case record can go through during its lifespan, and how Service Level Agreements can be used with Cases to define and track Service Entitlements.

Lessons

  • The Case Management Process
  • Working with Case Records
  • Working with the Case Form
  • Case Assignment and Routing
  • Cases and Activities
  • Resolving Cases
  • Reactivating, Cancelling and Deleting Cases
  • Service Level Agreements

Lab: Working with Cases

  • Create a Case record
  • Assign a Case record
  • Resolve a Case record
  • Reactivate a Case record
  • Cancel a Case record

Lab: Service Level Agreements and Cases

  • Crate a Customer Schedule for the SLA
  • Create a new Service Level Agreement
  • Activate a Service Level Agreement
  • Create an Entitlement
  • Relate a Service Level Agreement to a Case

After accomplishing this lesson, professionals will be able to:

  • Acknowledge the Case Resolution Process in regards to the Dynamics 365 Service App.
  • Know way to create, assign, manage and resolve Case Records.
  • Acknowledge the significance of related Case Activity Records.
  • Work with Service Level Agreements and customer Entitlements.

 

Lesson 3: Working with Queues

This lesson presents the concepts of Service Queues in Microsoft Dynamics 365. We keep eye on common Service scenarios where Queues can be useful, and step through the process to create and manage Queues. We also look at how Workflow and Routing Rules can automate Case assignment utilizing Queues.

Lessons

  • Introduction to Service Queues
  • Common Service Queue Scenarios
  • Creating and Managing Queues
  • Working with Queue Items
  • Case Routing Rules
  • Processes and Queues

Lab: Create a Case Routing Queue

  • Creating Queues
  • Create a Case Routing Rule
  • Route a Case to a Queue
  • Working with Queues and Queue Items

After accomplishing this lesson, professionals will be able to:

  • Acknowledge the advantages of Queues and how they are used within the Case Resolution Process.
  • Add records to Queues and manage Queue Items.
  • Implement Case Routing Rules to automate Case assignment.
  • Automate Queue Item management utilizing Processes.

 

Lesson 4: Utilizing the Knowledge Base

In this lesson we will start to look at the Knowledge Base in Microsoft Dynamics 365. We look at where the Knowledge Base fits into the Service Management Process, present Knowledge Base Article Templates and keep eye on the Article approval process. In the end, we wrap up with searching the Knowledge Base and relating Articles to Case records.

Lessons

  • Introduction to the Knowledge Base
  • Knowledge Base Concepts
  • Working with Articles
  • Searching the Knowledge Base
  • Email a Knowledge Article

Lab: Create Knowledge Base Articles

  • Create an Article Template
  • Update the Subject Tree
  • Create a new Knowledge Base Article
  • Submit a Knowledge Base Article for Approval
  • Reject a Knowledge Base Article
  • Approve a Knowledge Base Article

Lab: Create a Case and interact with the help of Knowledge Base

  • Create a new Case
  • Relate a Knowledge Base Article to a Case
  • E-mail a Knowledge Base Article to a Customer

After accomplishing this lesson, professionals will be able to:

  • Work with the Knowledge Base in Dynamics 365.
  • Create and manage Knowledge Base Articles and Article Templates.
  • Be familiar with the Article Approval Process.
  • Search the Knowledge Base to resolve a Case Record.
  • Email an Article to a Customer to resolve a Case Record.

 

Lesson 5: The Interactive Service Hub

This lesson presents how CSR’s and Service Managers can benefit from the features provided by the Interactive Service Hub. We look at rich controls and dynamic streams of information presented by this alternative interface to Microsoft Dynamics 365. In the end, we look at the alternative approaches to Case management, Knowledge Articles and tracking Service information.

Lessons

  • Introduction the Interactive Service Hub
  • The Tier 1 Dashboard
  • The Tier 2 Dashboard
  • The My Knowledge Dashboard
  • The Knowledge Manager Dashboard
  • Working with Cases in the Hub
  • Working with Knowledge Articles in the Hub
  • Working with Filters and Visualizations in the Hub

Lab: Utilizing the Interactive Service Hub

  • Explore the Interactive Service Hub
  • Manage Streams in the Interactive Service Hub
  • Resolve a Case in Interactive Service Hub
  • Create a KB Article in the Interactive Service Hub
  • Manage maintain KB Articles in Interactive Service Hub
  • Relating a Case to the Interactive Service Hub KB Article

After accomplishing this lesson, professionals will be able to:

  • Be familiar with Interactive Service Hub in Dynamics 365
  • Interact with the Interactive Service Hub Dashboards, Filters, Streams and Indicators.
  • Manage Case Records through the Interactive Service Hub.
  • Work with Knowledge Base Articles through the Interactive Service Hub.

 

Lesson 6: Service Analysis

This lesson looks at the different methods available to analyze service information that is stored in Microsoft Dynamics 365. We look at the out of the box service reports and the process to create a custom report utilizing the Dynamics 365 Report Wizard. This lesson also demonstrates the Chart and Dashboard designer, as well as reviewing the out of the box service dashboards to analyze service data.

Lessons

  • Introduction to Service Analysis in Dynamics 365
  • The Service Reports
  • The Reporting Wizard
  • Working with Service Charts
  • Working with Service Dashboards
  • Working with Service Goals and Metrics

Lab: Explore the Service Reports

  • Exploring the Case Summary Table Report
  • Exploring the Neglected Cases Report

Lab: Service Goals and Metrics

  • Create Goals for the Service Team
  • Create a Personal View
  • View Sales Goals and Chart

Lab: Explore the Service Charts and Dashboards

  • Explore the Case Charts
  • Create a custom Service Chart
  • Explore the Service Dashboards
  • Create a custom Service Dashboard

After accomplishing this lesson, professionals will be able to:

  • Acknowledge the different ways to analyze Service data in Dynamics 365.
  • Work with the ‘out of the box’ Service Reports in Dynamics 365.
  • Create a custom Service report utilizing the Reporting Wizard.
  • Work with the Service Charts and Dashboards.
  • Create KPI Visualizations and Service Goals in Dynamics 365.

FAQs

Q: What is customer service hub Dynamics 365?

 

A: The Customer Service Hub is a focused, interactive interface, designed to simplify your day-to-day case and knowledge management activities. It generally shows you all your vital information in one place and after that lets you focus on the key activities which require your attention.

 

Q: What is the difference between Microsoft Dynamics GP and SL?


A: These are essentially the only two things they have in common since Dynamics GP might be called a traditional ERP while Dynamics SL is a project-based ERP. Dynamics SL generally combines project management software with various accounting capabilities for global functionality.

 

Q: What is CRM technologies?

 

A: Customer relationship management (CRM) is a technology for managing all your company’s relationships and interactions with customers and potential customers. A CRM system helps multiple companies stay connected to customers, streamline processes as well as improve profitability.

 

Q: What if I miss a class on a particular day?

 

A: We would always recommend you to attend the live session to practice & clarify the doubts instantly and get more value from your investment. However, if due to some contingency if you have to skip the class Radiant Techlearning would help you with the recorded session of that particular day.  However, those recorded sessions are not meant only for personal consumption and NOT for distribution or any commercial use.

 

Q: How I will be accessing the labs?

 

A: Radiant Techlearning has a data center containing the Virtual Training environment for the purpose of participant’s hand-on-practice. 

Participants can easily access these labs over Cloud with the help of remote desktop connection. 

Radiant virtual labs provides you the flexibility to learn from anywhere in the world and in any time zone. 

Q: What kind of projects are included as a part of training?

 

A: The learners will be enthralled as we engage them the real world and industry Oriented projects during the training program. These projects will improve your skills and knowledge and you will gain better experience. These real time projects, they will help you a lot in your future tasks and assignments.

 

Q: How is the Radiant Techlearning verified certificate awarded?

 

A: Radiant awards course completion certificate to all the participants who have completed the training program which includes various real time projects, assignments, quizzes and some other tasks.  Once the course is done you would be assigned with a project which you would have to submit in 2 weeks’ time. 

Radiant Techlearning experts will be evaluating the project on various parameter. To be eligible for the verified certificate you would have to score more than 60% marks. 

Only after completion of these criteria you would be awarded with Radiant verified certificate and which the participants can use for their future job purpose. 

Participants will be awarded with grades according to the following criteria:

90% – 100% – AAA+

80% – 90% – AA+

70% – 80% – A+

60% – 70% – A

 

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