After completion of the course, you will be able to:

Establish Service Management within their organisations on a firm foundation of:

  • Cases, recording Customer issues, requests and problems.
  • Service Level Agreements, specifying a minimum, guaranteed standard of Service.
  • Entitlements, defining the contractual agreement to provide service.

Delegates will also make use of a Subject Tree for classification purposes, and the Knowledge Base to provide Service Personnel with supporting information to help with Case Resolution.

Analytics will be supported by a specific module covering Reports, Charts and Goal Management.

Analytics will be supported by a specific module covering Views, Reports, and Charts. Goal Management will be addressed in a module covering Metrics, individual, team and organisation Goals.

Target Audience

  • Application Consultants
  • Leadership and Technology Consultants
  • Customer Service Representative who wants to make career in Dynamics 365
  • In general: anyone wants to make career in Microsoft Dynamics 365!

Trainer Profile

Trainer has 8 years of experience in Microsoft Dynamics 365 consulting and development.

He works with a major IT company and delivers training on demand.

He is well versed on Microsoft technologies including Dynamics 365 for Sales, Dynamics 365 for Customer Service, Power BI, Unified Service Desk, Voice of the Customer, Customer Portal , Azure, Asp.Net, .Net, JavaScript frameworks and other related technologies.

Course Content

Module 1: Introduction to Service Management

  • Evaluate examples of customer scenarios where the customer service capabilities of Microsoft Dynamics 365 can be applied
  • Define the basic record types utilized by the customer service functionality of Microsoft Dynamics CRM

Module 2: Case Management

  • Explore the main components of working with cases
  • Discuss the default fields available on a case form
  • Demonstrate how to convert cases from activity records
  • Examine the Case to Resolution process
  • Define specific rules used for advanced configuration options related to case management
  • Determine the best method to sync two merged cases together

Module 3: Knowledge Base

  • Search for articles within the knowledge base and associate them with a case
  • Resolve cases quick by using knowledge base articles
  • Create, manage, and maintain knowledge base article templates
  • Examine the process of creating, modifying, and publishing knowledge base articles
  • Develop how to properly format knowledge base articles through a template and the Engagement Hub
  • Demonstrate how to attach knowledge base articles to emails

Module 4: Queue Management

  • Differentiate between system queues and personal queues
  • Evaluate how to create and maintain queues
  • Demonstrate how to add cases and activities to queues
  • Work with queue items, such as routing, working on, releasing, and removing them
  • Define what queue item details are and what they all entail
  • Discuss how to route records to specific queues

Module 5: Service Level Agreements

  • Create and manage Service Level Agreements (SLA’s)
  • Define the types of Service Level Agreements and analyze the differences between them
  • Explore Service Level Agreements actions and details
  • Manage cases that are associated with Service Level Agreements

Module 6: Entitlements

  • Apply knowledge to create and maintain entitlement templates
  • Create new entitlements from scratch and by using templates
  • Define entitlement channels and how they affect the overall entitlement
  • Clarify how products and cases can be added to an entitlement and what this does to the entitlement
  • Associate Service Level Agreements with entitlements
  • Activate and renew entitlements that are applied to cases

Module 7: Interactive Service Hub

  • Define how the Interactive Service Hub can significantly improve the quality of service for your organization
  • Explore the features of Multi-Stream Dashboards and how they affect the customer service experience
  • Manage queues and cases from streams within Microsoft Dynamics 365
  • Discuss how to create and configure interactive dashboards

Module 8: Unified Service Desk

  • Define the modules in Unified Service Desk
  • Provide an overview of benefits and what the Unified Service Desk all entails
  • Discuss the components within the Integrated Agent Desktop

Module 9: Service Management Analysis

  • Identify default service dashboards that are available within Microsoft Dynamics 365
  • Discover what Power BI dashboards have to offer
  • Work with service reports and system charts for a more organized customer service experience
  • Define metrics and goals to learn how they work with each other within the service module
  • Create monthly goals for case records and learn what they can do to further improve customer service

Module 10: Voice of the Customer

  • Familiarize ourselves with Voice of the Customer
  • Run through an overview of common survey scenarios
  • Discuss different ways to configure surveys in order to acquire suitable feedback for your organization
  • Recognize survey capabilities when it comes to sending invitations and performing actions
  • Develop a sense of how to properly track and analyze responses
  • Capture and leverage responses to shape customer engagement

Module 11: Customer Portal

  • Define what the Customer Portal is and its capabilities
  • Determine the benefits of the Customer Portal
  • Review the features of the Microsoft Dynamics Customer Portal
  • Examine how CRM integrates with the data from the portal
  • Analyze how to use the Customer Portal for a more efficient and smoother customer service process

Module 12: Field Service

  • Introduce the basic components and industries involved with Microsoft Dynamics CRM Field Services
  • Engage with Field Service through multiple personas
  • Review different resources within the Field Service module
  • Analyze how to properly manage a service schedule
  • Evaluate the service scheduling process and the components that live within Field Services
  • Examine how inventory management is key for successful transactions and can effectively forecast material requirements
  • Define several methods on how to collect accurate analytics

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