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Amber Israelsen
Dynamics 365 for Customer Service enables companies to build strong relationships with their customers by providing excellent service. This course will guide you through the fundamentals of this important part of the platform.
In business today, it may seem obvious that you need to make sales and get new customers. However, it’s equally important to provide great customer service to those customers once they’re onboard. Customers’ expectations are higher than ever, and they want fast, personalized service through a variety of channels.
Read more
Dynamics 365 for Customer Service enables companies to build strong relationships with their customers by providing excellent service. This course will guide you through the fundamentals of this important part of the platform.
In business today, it may seem obvious that you need to make sales and get new customers. However, it’s equally important to provide great customer service to those customers once they’re onboard. Customers’ expectations are higher than ever, and they want fast, personalized service through a variety of channels.
Read more
Dynamics 365 for Customer Service enables companies to build strong relationships with their customers by providing excellent service. This course will guide you through the fundamentals of this important part of the platform.
In business today, it may seem obvious that you need to make sales and get new customers. However, it’s equally important to provide great customer service to those customers once they’re onboard. Customers’ expectations are higher than ever, and they want fast, personalized service through a variety of channels.
That’s where the Customer Service application comes in. In this course, Microsoft Dynamics 365 for Customer Service, you’ll learn the fundamentals of this important part of Dynamics 365. First, you’ll become familiar with the core entities used in the Service app, with a special focus on cases. Next, you’ll explore how to work with cases, through queues and routing rules. You’ll also learn about service terms such as service level agreements, or SLAs, and entitlements. Finally, you’ll discover the knowledge management capabilities of the platform that enable customer service agents to quickly search for and share knowledge articles.
When you’re finished with the course, you’ll have a foundational understanding of Dynamics 365 for Customer Service, and how to use it to provide great service to your customers.
Register for this course and see more details by visiting:
OpenCourser.com/course/aktosy/microsoft
What's inside
Syllabus
Course Overview
Course Introduction
Core Entities
Queues and Routing Rules
Read more
Syllabus
Course Overview
Course Introduction
Core Entities
Queues and Routing Rules
Read more
Schedules
Service Level Agreements
Entitlements
Knowledge Management
Course Summary and Next Steps
Good to know
Good to know
Know what's good ,
what to watch for , and
possible dealbreakers
Examines industry standard Dynamics 365 for Customer Service software
Covers the foundational elements of Dynamics 365 for Customer Service
Builds working knowledge of core entities to track inquiries and provide support
Guides learners to understand service level agreements and entitlements for customer support
Teaches knowledge management to equip learners in accessing and sharing resources for customer support
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Activities
Be better prepared
before
your course. Deepen your understanding
during
and
after
it. Supplement your coursework and achieve mastery of the topics covered
in Microsoft Dynamics 365 for Customer Service with these
activities:
Brush up on core business concepts
Show steps
Reviewing core business concepts will provide a solid foundation for understanding the principles of Dynamics 365 for Customer Service.
Browse courses on
Sales and Marketing
Show steps
-
Read articles and books on business concepts
-
Attend webinars or online courses on business fundamentals
-
Review notes or materials from previous business courses
Explore Dynamics 365 for Customer Service tutorials
Show steps
Following guided tutorials will help you familiarize yourself with the Dynamics 365 for Customer Service platform and its features.
Show steps
-
Search for online tutorials on Dynamics 365 for Customer Service
-
Follow the tutorials step-by-step
-
Practice using the features covered in the tutorials
Create and manage cases in a practice environment
Show steps
Hands-on practice with creating and managing cases will enhance your understanding of the case management process in Dynamics 365 for Customer Service.
Browse courses on
Case Management
Show steps
-
Set up a practice environment for Dynamics 365 for Customer Service
-
Create different types of cases
-
Assign cases to queues
-
Resolve cases and close them
Show all three activities
Brush up on core business concepts
Show steps
Reviewing core business concepts will provide a solid foundation for understanding the principles of Dynamics 365 for Customer Service.
Browse courses on
Sales and Marketing
Show steps
Show steps
Show steps
- Read articles and books on business concepts
- Attend webinars or online courses on business fundamentals
- Review notes or materials from previous business courses
Explore Dynamics 365 for Customer Service tutorials
Show steps
Following guided tutorials will help you familiarize yourself with the Dynamics 365 for Customer Service platform and its features.
Show steps
Show steps
Show steps
- Search for online tutorials on Dynamics 365 for Customer Service
- Follow the tutorials step-by-step
- Practice using the features covered in the tutorials
Create and manage cases in a practice environment
Show steps
Hands-on practice with creating and managing cases will enhance your understanding of the case management process in Dynamics 365 for Customer Service.
Browse courses on
Case Management
Show steps
Show steps
Show steps
- Set up a practice environment for Dynamics 365 for Customer Service
- Create different types of cases
- Assign cases to queues
- Resolve cases and close them
Show all three activities
Career center
Learners who complete Microsoft Dynamics 365 for Customer Service will develop knowledge and skills
that may be useful to these careers:
Technical Support Engineer
Technical Support Engineer
Technical Support Engineers provide technical support to customers who are experiencing problems with a company's products or services. They diagnose and resolve problems, and provide instructions to customers on how to use products or services. This course may be useful in providing a foundation in using Dynamics 365 to track and resolve customer issues.
IT Manager
IT Manager
IT Managers oversee the IT department and are responsible for planning, implementing, and managing IT systems and services. They develop and implement IT policies and procedures, and manage IT staff. This course may be useful in providing a foundation in using Dynamics 365 to manage IT operations and drive business success.
Customer Success Manager
Customer Success Manager
Customer Success Managers ensure that customers are successful in using a company's products and services. They provide training, onboarding, and ongoing support to customers. This course may be useful in providing a foundation in using Dynamics 365 to manage customer relationships and drive customer success.
IT Support Specialist
IT Support Specialist
IT Support Specialists provide technical support to customers who are experiencing problems with a company's products or services. They answer customer calls, emails, and chats, and provide instructions on how to resolve problems. This course may be useful in providing a foundation in using Dynamics 365 to manage customer support requests and provide timely resolutions.
Customer Service Representative
Customer Service Representative
Customer Service Representatives provide support to customers who have questions or concerns about a company's products or services. They answer customer calls, emails, and chats, and provide information and assistance. This course may be useful in providing a foundation in using Dynamics 365 to manage customer support requests and provide timely resolutions.
Customer Service Manager
Customer Service Manager
Customer Service Managers oversee the customer service department and are responsible for ensuring that customers receive high-quality service. They develop and implement customer service policies and procedures, and train and supervise customer service staff. This course may be useful in providing a foundation in using Dynamics 365 to manage customer service operations and drive customer satisfaction.
Help Desk Analyst
Help Desk Analyst
Help Desk Analysts provide technical support to customers who are experiencing problems with a company's products or services. They answer customer calls, emails, and chats, and provide instructions on how to resolve problems. This course may be useful in providing a foundation in using Dynamics 365 to manage customer support requests and provide timely resolutions.
Customer Support Specialist
Customer Support Specialist
Customer Support Specialists engage customers with technical issues. They provide detailed instructions and solutions to customers and work to resolve customer problems. This course may be useful in providing a foundation in using Dynamics 365 to provide exceptional support to customers.
Technical Support Analyst
Technical Support Analyst
Technical Support Analysts provide technical support to customers who are experiencing problems with a company's products or services. They diagnose and resolve problems, and provide instructions to customers on how to use products or services. This course may be useful in providing a foundation in using Dynamics 365 to manage customer support requests and provide timely resolutions.
Technical Support Representative
Technical Support Representative
Technical Support Representatives provide technical support to customers who are experiencing problems with a company's products or services. They answer customer calls, emails, and chats, and provide instructions on how to resolve problems. This course may be useful in providing a foundation in using Dynamics 365 to manage customer support requests and provide timely resolutions.
Service Desk Analyst
Service Desk Analyst
Service Desk Analysts provide technical support to customers who are experiencing problems with a company's products or services. They diagnose and resolve problems, and provide instructions to customers on how to use products or services. This course may be useful in providing a foundation in using Dynamics 365 to manage customer support requests and provide timely resolutions.
IT Help Desk Technician
IT Help Desk Technician
IT Help Desk Technicians provide technical support to customers who are experiencing problems with a company's products or services. They answer customer calls, emails, and chats, and provide instructions on how to resolve problems. This course may be useful in providing a foundation in using Dynamics 365 to manage customer support requests and provide timely resolutions.
Product Support Engineer
Product Support Engineer
Product Support Engineers provide technical support to customers who are experiencing problems with a company's products. They diagnose and resolve problems, and provide instructions to customers on how to use the products. This course may be useful in providing a foundation in using Dynamics 365 to track and resolve customer issues.
Software Support Engineer
Software Support Engineer
Software Support Engineers provide technical support to customers who are experiencing problems with a company's software products. They diagnose and resolve problems, and provide instructions to customers on how to use the software. This course may be useful in providing a foundation in using Dynamics 365 to track and resolve customer issues.
Application Support Engineer
Application Support Engineer
Application Support Engineers provide technical support to customers who are experiencing problems with a company's software applications. They diagnose and resolve problems, and provide instructions to customers on how to use the applications. This course may be useful in providing a foundation in using Dynamics 365 to track and resolve customer issues.
For more career information including salaries, visit:
OpenCourser.com/course/aktosy/microsoft
Reading list
We've selected nine books
that we think will supplement your
learning. Use these to
develop background knowledge, enrich your coursework, and gain a
deeper understanding of the topics covered in
Microsoft Dynamics 365 for Customer Service.
Provides a comprehensive overview of customer service management strategies, including best practices and case studies, offering valuable insights for enhancing customer service operations.
Explores the principles of conversational design for customer service, providing practical guidance on creating seamless and effective customer interactions.
Save
Presents a classic framework for understanding the relationship between customer service and profitability, offering valuable insights into the importance of delivering exceptional customer experiences.
Emphasizes the importance of creating a customer-centric culture within organizations, offering practical guidance on improving customer service and driving business growth.
Provides a comprehensive overview of service operations management, including topics such as service design, quality management, and performance measurement.
Provides a theoretical foundation for customer relationship management, covering topics such as customer value, loyalty, and relationship marketing.
Save
Offers a comprehensive overview of service management, including topics such as service design, delivery, and measurement, providing a strong foundation for understanding the field.
Provides practical tips and techniques for frontline employees to deliver exceptional customer service, focusing on building relationships and exceeding customer expectations.
Provides a comprehensive overview of customer service fundamentals, including topics such as communication skills, conflict resolution, and complaint handling, making it a good resource for beginners.
For more information about how these books relate to this course, visit:
OpenCourser.com/course/aktosy/microsoft
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Time
93 hours
Level
Introductory
Via
Pluralsight
Instructor
Amber Israelsen
Language
English
Good to know
Examines industry standard Dynamics 365 for Customer Service software
Covers the foundational elements of Dynamics 365 for Customer Service
Builds working knowledge of core entities to track inquiries and provide support
Guides learners to understand service level agreements and entitlements for customer support
Teaches knowledge management to equip learners in accessing and sharing resources for customer support
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