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 time to dedicate where a greater impact can be made, directly with customers.
Our team of globally recognized experts take students step by step, from creating cases to interacting with customers, to resolving those cases. Once those cases are resolved, students will learn from data analysis the key details to help resolve similar cases faster or avoid new issues altogether.
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.
In this module, students will learn the basics of customer service in Dynamics 365. Students will install and configure the application, as well as learn about security roles, related applications, and analytics.
Lessons
Lesson 1: Create case records
Lesson 2: Related service apps
Lesson 3: Analytics for service
Lesson 4: AI for service
Lesson 5: Configuring customer service
Lesson 6: Module summary
Module 2: Case Management
In this module, students will learn how to open and resolve customer service cases, both manually and with automation.
Lessons
Lesson 1: Case management overview
Lesson 2: Creating case records
Lesson 3: Queue management
Lesson 4: Case routing
Lesson 5: Resolving cases
Lesson 6: Module summary
Module 3: Service Level Agreements and Entitlements
In this module, students will learn how to define and use entitlements and entitlement templates, as well as service level agreements and how these tools enable case resolution.
Lessons
Lesson 1: SLA and entitlement overview
Lesson 2: Create and manage entitlements
Lesson 3: Create and manage SLAs
Lesson 4: Module summary
Module 4: Knowledge Management
In this module, students will learn how to create and use knowledge management. Additionally, students will learn about the lifecycle of knowledge articles.
This course is designed for persons who are aspiring to the Microsoft 365 Enterprise Admin role and have completed one of the Microsoft 365 work load administrator certification paths.
Course types
Classroom: In-Person
Full-day instructor-led training delivered in the classroom (public) or at your offices (private). Training takes place Monday through Friday. Includes complete course coverage.
Classroom: Virtual
Virtual instructor-led training delivered online. Training takes place in the form of sessions between Monday and Friday. Includes complete course coverage.
Hybrid: In-Person or Virtual
A combination of online study and 2-days virtual or classroom live-based exam prep workshops. These courses are delivered in a blended format, consisting of 4-6 weeks self-study, plus full 2-days instructor-led workshops per person per exam.
Live-Virtual (MyDigicomp) The live virtual course is scheduled over a period of 3-4 weeks. During this time 6-8 instructor-led contact sessions of 3 hours each take place. This time is indicated on the respective course as 3-4 days. When you click on “Timetable” during the booking process, you will already see when the next live sessions will take place. Of course, these sessions are recorded and made available to students at the end of the course. During these 3-4 weeks, students will always have direct access to the expert instructor and can ask questions if something is not clear during self-study. We call this aspect mentoring. Everything takes place on one Microsoft Team channel per class. During this time students will have access to all sessions and information within the class. After those 3-4 weeks, students receive and additional week to prepare and then take the test, either in-class or at home.
Course Type
Virtual or In-Person
Online course delivery format focuses on exam prep and is delivered in a very condensed format. Candidates are required to complete pre-course material before attending the instructor-led online sessions.
Price
$250-600
Prices based on the country in which the course is hosted.
