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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.
This course is no longer available. Find something similar by browsing:
Dynamics 365
Customer Service
Customer Relationship Management (CRM)
Service Level Agreements (SLAs)
Entitlements
Knowledge Management
Queuing
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
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Syllabus
Course Overview
Course Introduction
Core Entities
Queues and Routing Rules
Read more
Traffic lights
Traffic lights
Read about what's good
what should give you pause 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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Reviews summary
Dynamics 365 customer service fundamentals
According to students, this course offers a solid foundation in Microsoft Dynamics 365 for Customer Service, providing a comprehensive overview of its core capabilities. Learners found the coverage of core entities, queues and routing rules, SLAs and entitlements, and knowledge management capabilities particularly valuable. It is widely considered beginner-friendly, making complex topics accessible. While it equips learners with career-relevant skills and practical understanding, some suggest further practice is recommended to fully solidify the knowledge gained.
Perfectly structured for those new to Dynamics 365, offering clear explanations.
"As a newcomer, I found the pace just right for understanding complex topics."
"The course assumes no prior knowledge, which was perfect for me."
"It clearly explains concepts, making it accessible even if you're not tech-savvy."
Includes helpful demonstrations that clarify how to apply concepts in Dynamics 365.
"The demonstrations showed exactly how to navigate and use the D365 interface."
"I found the practical examples very useful for seeing how things work in real-time."
"The step-by-step walk-throughs helped solidify my understanding of the features."
Explores essential D365 features like cases, queues, and SLAs in depth.
"The sections on cases, queues, and routing rules were particularly clear and helpful."
"I appreciated the detailed explanations of SLAs and entitlements, very practical information."
"Learning about knowledge management within D365 was crucial for my daily tasks."
Provides a comprehensive understanding of D365 Customer Service basics.
"I gained a solid foundation in the core functionalities of Dynamics 365 Customer Service."
"This course helped me grasp the essential concepts needed to start working with the platform."
"It's an excellent starting point for anyone new to Dynamics 365 for Customer Service."
A foundational course that benefits from additional hands-on experience after completion.
"While comprehensive, I feel the need for more hands-on labs to truly master the content."
"This course is a great start, but real-world application will require more practice time."
"I recommend supplementing this with practical exercises in a D365 environment."
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:
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.
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.
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.
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.
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 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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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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