Dynamics 365 Customer Service Module Full Course

Dynamics 365 Customer Service Module Full Course

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About Course

In this course you will learn Dynamics 365 Customer Service Module.

  • Configurations
  • Calender, Service schedule, SLA, entitlement
  • case management, queues
  • automatic record creation with reply
  • knowledge base mgmt
  • work stream mgmt
  • omni channel experience
  • case merge,
  • child case association,
  • associate KB records
  • service and service activity
  • resource scheduling

What Will You Learn?

  • Fundamentals of Dynamics 365 Customer Service Module
  • Working with Case Management
  • Child Cases, Merge Case, Resolve Case
  • Knowledge base articles
  • Email templates
  • Entitlements
  • SLAs
  • Service Calender
  • Scheduling
  • Routing

Course Content

Dynamics 365 CE Customer Service Intro

  • Customer Service Intro
    01:15:00

Customer Service Case Configurations

Customer Service Routing, Queues, Routing Rulset

Customer Service Automation

Customer Service Omnichannel

Scheduling in Customer Service

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