Agenda

Module 1: Introduction to Service Management

• The features of Dynamics 365 Customer Service
• Sales vs service
• Customer service after the sale
• Managing customer service
• Business considerations for service management
• Examples of Dynamics 365 Customer Service

Module 2: Case Management (The core element of service)

• Cases or incidents are the basic premise
• Create and manage a case
• Establishing a case and attaching to a customer
• Add a phone call, task, email, or appointment to a case
• Find what’s assigned to you in a queue
• Assign an activity to a user or queue
• Merge similar cases
• Create and manage parent and child cases
• Parent/child case settings
• Case routing rules
• Automatically create case from email
• Automatically create/update record
• Case resolution processes
• Automating case resolution with business process flows

Module 3: Knowledge Base and Templates

• Knowledge management setup
• Templates and publishing
• Consistent messaging
• Creating knowledge base template
• Creating knowledge base articles
• Creating email templates
• Creating emails for customers
• Emailing knowledge base articles

Module 4: Service Queue Management

• Service queues overview
• Establishing a framework of queues to process cases
• Types of queues
• Moving and escalating cases
• Monitoring progress

Module 5: Service Level Agreements and Entitlements

• Service level agreements and entitlements
• Service contracts and service levels
• Entitlement channels and allotments
• Allotments: minutes or incidents
• Contract templates
• Selling service contracts and entitlements

Module 6: The Interactive Service Hub to Improve Customer Service

• Monitor cases and actions
• Multi-stream dashboards

Module 7: Voice of the Customer in Microsoft Dynamics 365 for Customer Service

Module 8: Customer Service and Field Service

• The case for field service
• Resource management

Module 9: Service Analysis and Reporting