Customer Relationship Management using Microsoft Dynamics 365 Customer Service

Customer Relationship Management using Microsoft Dynamics 365 Customer Service workshop empowers participants to build customer experience (CX) solutions that are fast, agile, and leverage artificial intelligence (AI) to drive actionable insights that anticipate customer needs.

CONTENT

Perform configuration

• Configure Service Management settings
• Configure processes
• Create and configure customer service visualizations

Manage cases and the knowledge base

• Create and manage cases
• Create and manage the knowledge base

Manage queues, entitlements, and SLAs

• Create and manage queues
• Create and manage entitlements
• Create and manage SLAs

Configure Forms Pro

• Create surveys
• Preview, test, and publish surveys
• Manage survey responses

TRAINING METHODOLOGY

The training methodology combines lectures, discussions, group exercises and illustrations. Participants will gain both theoretical and practical knowledge of the topics. The emphasis is on the practical application of the topics and as a result participant will go back to the workplace with both the ability and the confidence to apply the techniques learned to their duties.