This course runs for a duration of 3 Days.
The class will run daily from 9 AM ET to 5 PM ET.
Class Location: Virtual LIVE Instructor Led - Virtual Live Classroom.
Microsoft Dynamics 365 for Customer Service offers any organization an opportunity for customer success. Using tools such as automatic case creation and queue management frees up your time to dedicate it where you can have a greater impact, directly with your customers. Join our team of globally recognized experts as they take you step by step from creating cases to interacting with customers to resolving those cases. Once you’ve resolved those cases you can learn from data analysis the key details to help you resolve similar cases faster or avoid new issues
Course Objectives
Who Should Attend?
A Dynamics 365 Customer Engagement Functional Consultant is responsible for performing discovery, capturing requirements, engaging subject matter experts and stakeholders, translating requirements, and configuring the solution and applications. The Functional Consultant implements a solution using out of the box capabilities, codeless extensibility, application and service integrations.
1 - Work with Cases
2 - Work with entitlements and service level agreements
3 - Work with knowledge management
4 - Create surveys with Customer Voice
5 - Schedule services
6 - Work with Dynamics 365 Customer Service workspaces
7 - Omnichannel for Dynamics 365 Customer Service
8 - Manage analytics and insights
9 - Connected Customer Service
10 - Implement Microsoft Power Platform
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